Customer Support Specialist

ISMAIL FAGBENRO

Email: ****************@*****.***

443-***-**** Newark, NJ

PROFESSIONAL SUMMARY

Results-driven Customer Support Specialist with proven, relevant experience delivering high-quality service across fast-paced contact center environments. Skilled in managing high-volume inbound calls, resolving 80%+ of issues on first contact, and supporting escalated customers with empathy and precision. Adept at using CRM tools to document cases with 100% accuracy while meeting or exceeding QA, CSAT, and performance metrics. Known for strengthening customer trust, improving call resolution efficiency, and contributing to measurable improvements in overall customer experience. PROFESSIONAL EXPERIENCE

Desktop Support Specialist

Living Waters Integrative Health, MD May 2023 – Present Supported clinical and administrative teams in a multidisciplinary healthcare environment, delivering end-to-end IT and application support.

I was responsible for delivering technical support to clinical and administrative teams, managing IT infrastructure, resolving user issues across hardware, software, and network systems, and ensuring secure, compliant technology environments to support daily healthcare operations.

● Delivered high-quality customer service by handling 60–100+ inbound calls daily, providing quick, accurate, and empathetic support across diverse customer issues.

● Resolved 80%+ of customer inquiries on the first contact (FCR) by conducting thorough research and applying product knowledge to provide clear, actionable solutions.

● Managed escalated or complex customer concerns with a calm, solution-focused approach, improving overall customer satisfaction and reducing repeat calls.

● Utilized CRM platforms Salesforce, Zendesk to log interactions, document case notes, and track resolutions with 100% accuracy and compliance.

● Performed troubleshooting for service, billing, and product-related issues, ensuring customers received clear explanations and step-by-step guidance.

● Demonstrated strong problem-solving skills by analyzing customer concerns and determining whether issues required escalation to Tier 2/Tier 3 support.

● Achieved consistently high QA and performance metrics, including call quality, resolution speed, and professional communication standards.

● Maintained a customer-first mindset by delivering personalized, empathetic service, resulting in a measurable improvement in customer satisfaction scores..

● Adapted quickly to new product updates, processes, and system changes through continuous learning and participation in company training programs.

● Collaborated with supervisors and teammates to share insights, identify recurring issues, and support ongoing process improvements that enhance the customer experience. EDUCATION & CERTIFICATIONS

DeMonfort University, UK, (Bachelor of Science, Computer Science) - 2023

CompTIA A+ - 2025

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