Looking for a job

Willy Jackson

@willyjackson

Message

Customer support specialist delivering high-quality remote support with strong CSAT and QA results.

Nigeria

Message

What I'm looking for

I seek remote customer-support roles where I can improve CSAT and FCR, coach teams, optimize workflows, and contribute to measurable operational gains.

I am a customer support specialist with 2+ years delivering remote support across U.S. and Canadian companies, known for consistently high Customer Satisfaction (CSAT) and Quality Assurance (QA) scores.

I combine precise troubleshooting, proactive outreach, and clear, solution-focused communication to drive first contact resolution, reduce repeat tickets, and optimize workflows; I led a 10-member campaign team that improved conversion by 18–22% and cut repeat tickets by 20–25%.

I leverage CRM platforms and dialer systems (Intercom, Acuity Scheduling, ViciDial, ChaseData) to maintain detailed documentation, meet performance metrics, and improve cross-team coordination and operational efficiency.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

SmartSetter

Jul 2025 - Feb 2026 (7 months)

Managed high-volume inbound/outbound appointment setting for real estate brokerages, achieving 90–95% CSAT and improving booking conversion rates through accurate scheduling and CRM documentation.

Appointment Setting Lead Qualification Calendar Management Documentation FCR

Customer Service Agent

Northstar Insurance Advisors

Jul 2024 - Jun 2025 (11 months)

Resolved billing, policy, and account inquiries with 92–95% CSAT and 92–96% QA, achieving 90%+ FCR and reducing operational delays by 30% through cross-functional coordination.

Customer Support Verification CRM Escalation Management Documentation

Customer Support Representative

Calls Experts

May 2023 - Jun 2024 (1 year 1 month)

Provided inbound support and outbound campaigns with 90%+ FCR and 90–94% CSAT, improving documentation accuracy by 25% and contributing to a 20% reduction in repeat tickets.

Inbound Support CRM VICIdial ChaseData Documentation Ticketing Team Collaboration

Education

Degrees, certifications, and relevant coursework

Joseph Ayo Babalola University

Bachelor of Science, Industrial Relations and Human Resource Management

Completed a Bachelor of Science in Industrial Relations and Human Resource Management focusing on workplace relations, HR practices, and organizational behavior.