OBIYE OMONZELE FAITH

Customer Support & CRM Specialist

Lagos, NG.

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

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Virtual Assistant / Customer Support Specialist

Remote, , Nigeria

Jan 2022→ Dec 2024

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

Ago Iwoye, Ogun State, Nigeria

Sep 2020→ Jun 2024

BSc. Human Anatomy Grade:

Languages

English

Certificates

CRM Tools Training (HubSpot / Salesforce / Zendesk)

Various

Customer Relationship Management (AQS Skill)

Dec 2025

AQS Skill

ALX Virtual Assistant Program

Dec 2024

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.