Victory Thompson-Dima

I’m a Customer Support Specialist with 5+ years of customer-facing experience supporting customers across phone, email, live chat, and ticketing platforms. I’m known for resolving concerns through clear communication, timely follow-ups, empathetic problem-solving, and organized workflows—especially when handling complaints, de-escalation, refunds, cancellations, and billing disputes. I also focus on SLA awareness, response time management, and maintaining accurate CRM documentation so support stays consistent and trackable.

In my freelance remote role (2025–present), I manage ticket workflows in Zendesk and Freshdesk, build Zendesk workflows with tags and macros, and run structured inbox management using labels, filters, and follow-up tracking. Previously at Dimasfarmgate Enterprise (2021–2024) and Sungas Company Limited (2019–2020), I handled high-volume inquiries, coordinated orders and delivery updates, and supported customer retention through responsive communication and de-escalation—while also improving service clarity through follow-ups and outbound outreach.