Open to opportunities

William Victory Iwandza Lomby

@williamvictoryiwandz

Message

Customer Support Specialist delivering high-quality, multi-channel customer service and issue resolution.

Senegal

Message

What I'm looking for

I seek a remote customer support role where I can enhance customer satisfaction, reduce repeat issues, mentor agents, and contribute to process improvements in a collaborative team.

I am a dedicated Customer Support Specialist with extensive experience delivering high-quality service in fast-paced, customer-centric environments, supporting international clients via email, chat, and phone.

I consistently achieved a 95%+ satisfaction rate by resolving inquiries, complaints, and technical issues, improving response time by over 30%, and reducing repeat complaints through root-cause analysis and process improvements.

I am proficient with CRM and ticketing tools (Zendesk, Freshdesk, HubSpot, Intercom, Salesforce), trained new agents, handled escalations and high-value clients, and collaborate effectively with operations, sales and international business teams.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Comfortable Life

Dec 2020 - Aug 2025 (4 years 8 months)

Provided daily multilingual customer support to EU and UK clients via email, chat, and phone, achieving 95%+ satisfaction and reducing response time by over 30% while managing high ticket volumes.

Zendesk Freshdesk HubSpot Multichannel Support SLA Management Customer Retention CRM

Education

Degrees, certifications, and relevant coursework

International Business Management Institute (IBMI)

Certificate, Marketing and Communications

Completed a certificate program in Marketing and Communications at the International Business Management Institute focusing on marketing fundamentals and communication strategies.

PM Institute

CAPM® Certification, Project Management

Attained CAPM® certification through PM Institute to formalize foundational project management knowledge and practices.

Certification of Capability in Business Analysis (CCBA®)

CCBA® Certification, Business Analysis

Earned the CCBA® credential demonstrating competence in business analysis practices and techniques.

Disaster Ready

Certificate, Communication

Completed the Art & Science of Communication program focused on communication strategies in disaster preparedness and response.

Simplilearn

Certification(s), Project Management / Training

Completed professional training including CAPM® certification and training for trainers to strengthen project management and training delivery skills.