COLLINS IHUOMA

Customer Support Specialist

Lagos, NG.

About

Results-driven Customer Support Specialist with 1.5+ years of experience delivering high-impact omnichannel support for SaaS and tech organizations. Proven expertise in significantly reducing escalations by 15% and boosting CSAT to 95%, leveraging proficiency in CRM platforms like Salesforce and Zendesk. Actively seeking remote, hybrid, or full-time opportunities globally to apply a data-driven approach and exceptional emotional intelligence to build lasting customer relationships and drive business growth.

Work

Global Tech Solutions

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Customer Support Representative

Los Angeles, CA, US

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Summary

Managed omnichannel customer support for SaaS products, resolving complex technical issues and enhancing customer satisfaction and operational efficiency.

Highlights

Drove customer satisfaction and efficiency by resolving 60+ daily omnichannel inquiries, consistently achieving a 95% CSAT score through empathetic communication and technical troubleshooting.

Reduced escalation rates by 15% within the first year and decreased common inquiry volume by 8% over six months by resolving complex SaaS issues and developing comprehensive FAQ content.

Enhanced CRM data integrity by 10% in Salesforce, meticulously documenting interactions to identify recurring issues, optimize workflows, and inform performance tracking.

Facilitated cross-functional collaboration with Product, Engineering, and Sales teams, relaying Voice-of-Customer (VoC) feedback that contributed to two product feature updates and enhanced onboarding materials.

Optimized ticket resolution and queue efficiency by leveraging AI-assisted chatbot triage and smart routing tools, consistently improving First Contact Resolution (FCR) rates and maintaining high-quality service standards.

Education

University of Benin

Benin City, Edo State, Nigeria
Bachelor of Arts Linguistics

Languages

English

Spanish

German

Skills

CRM & Support Platforms

Salesforce Customer Success Platform, Zendesk Support, Freshdesk, HubSpot Service Hub, Intercom, Help Scout, Jira Service Desk, Zendesk Chat, Intercom Messenger, Phone/VoIP systems, Email ticketing, Social media support platforms, Generic help desk software, Ticket management and prioritization.

AI & Emerging Technologies

AI-Assisted Support Tools, Chatbot Triage Systems, Smart Ticket Routing, Predictive Analytics, Automation in Support Workflows.

Customer Service & Communication

Omnichannel Support (Phone, Email, Chat, Social), Customer Service Excellence, CSAT and NPS Management, First Contact Resolution (FCR), Average Handle Time (AHT) Optimization, SLA Management and Compliance, Voice of Customer (VoC) Analysis, Customer Satisfaction, Net Promoter Score (NPS), Active Listening, Empathy and Emotional Intelligence, De-escalation Techniques, Conflict Resolution, Multichannel Support, Customer Retention, Customer Onboarding, Rapport Building, Interpersonal Skills, Written Communication, Verbal Communication, Customer Feedback Analysis, Client Relations.

Technical & Problem-Solving

Technical Troubleshooting, Product Knowledge Development, Critical Thinking, Issue Escalation Management, Problem-Solving, Multitasking, Time Management, Adaptability, High-Pressure Environment Management, Organizational Skills, Data Documentation, Knowledge Base Development, FAQ Authoring, Process Improvement, Root Cause Analysis, Escalation Management, Feedback Analysis.

Remote Work & Collaboration

Slack, Notion, Microsoft Teams, Zoom, Google Workspace (Docs, Sheets, Drive), Microsoft Office Suite (Word, Excel, PowerPoint), Asynchronous Communication, Self-Management, Distributed Team Workflows, Digital Documentation.

Data & Reporting

CRM Data Documentation, Knowledge Base Authoring, FAQ Development, Performance Metrics (FCR, AHT, CSAT, NPS), Stakeholder Reporting, VoC Analysis, KPI Tracking.

Interests

Community Engagement

Community Engagement.

Customer Experience Trends and Strategy

Customer Experience Trends and Strategy.

Volunteering and Mentorship

Volunteering and Mentorship.

Local Initiatives and Community Outreach

Local Initiatives and Community Outreach.

EdTech and E-learning Solutions

EdTech and E-learning Solutions.

Customer Retention and Loyalty Programs

Customer Retention and Loyalty Programs.

Support Operations Optimization

Support Operations Optimization.

Remote Work Culture and Best Practices

Remote Work Culture and Best Practices.