About
Empathetic and results-driven Customer Support & CRM Specialist with over 2 years of experience enhancing user satisfaction and streamlining operations across digital platforms. Adept in CRM tools, help desk systems, and technical troubleshooting, with a proven ability to create impactful knowledge base content and manage critical KYC processes. Seeking to leverage expertise in a dynamic, customer-centric organization to drive efficiency and elevate customer experience.
Work
Freelance
|Virtual Assistant / Customer Support Specialist
Remote, Nigeria
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Summary
Provided comprehensive virtual assistance and customer support, enhancing user satisfaction and optimizing operational workflows for various digital platforms.
Highlights
Resolved over 150 customer queries weekly across email, chat, and help desk platforms, ensuring efficient problem resolution.
Increased user satisfaction by 30% through consistently timely responses and accurate technical troubleshooting.
Managed Know Your Customer (KYC) reviews and payment verifications with a 98% accuracy rate, significantly reducing processing delays.
Developed and published 20+ Help Center articles, improving user self-service capabilities and decreasing repetitive support tickets.
Maintained 100% error-free customer data and reports through diligent updates and organization, ensuring data integrity.
Coordinated seamlessly between support, operations, and product teams to expedite issue resolution and enhance cross-functional efficiency.
Education
Olabisi Onabanjo University
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BSc.
Human Anatomy
Languages
English
Certificates
CRM Tools Training (HubSpot / Salesforce / Zendesk)
Issued By
Various
Customer Relationship Management (AQS Skill)
Issued By
AQS Skill
ALX Virtual Assistant Program
Issued By
ALX
Skills
Customer Relationship Management
CRM, Customer Onboarding, Customer Retention, Customer Satisfaction, KYC Processes, Support Workflows.
Help Desk & Ticketing Systems
Intercom, Zendesk, Zoho, Front, Help Desk Platforms, Troubleshooting, Issue Resolution.
Productivity & Collaboration Tools
Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Google Workspace (Docs, Sheets, Drive, Meet), JIRA, Linear, Notion, Slack, Email Platforms, Chat Systems.
Content & Data Management
Knowledge Base Content Creation, Help Center Content Creation, Customer Data Management, Report Generation, Data Accuracy.
Soft Skills
Attention to Detail, Effective Communication, Analytical Thinking, Critical Thinking, Time Management, Task Prioritization, Multitasking, Remote Work Efficiency, Empathy.
Interests
Professional Development
Exploring CRM tools (Zendesk, HubSpot, Intercom), Process improvement and workflow optimization, Reading business and communication books, Online courses on customer experience.
Community Engagement
Helping others.
References
Available upon request
References are available upon request.