Remote-Ready Customer Support Specialist

Paul Omikunle

Customer care Representative

Lagos, Nigeria · ************@*****.*** · +234**********

·www.linkedin.com/in/paulomikunle

Profile Summary

Remote-ready Support Specialist with 7+ years resolving high-volume tickets across SaaS teams. Handled 50+ support tickets daily using async tools like Zendesk, dynamics 365, slack and Intercom, improving CSAT scores by 60% in 6 months. I reduce churn, improve CSAT, and calm chaos. Skills & Tools

Zendesk, Zoho, Intercom, Airtable, Ticketing Systems, Async Support, CRM, Slack, Dynamics 365 Professional Experience

Customer care representative – Upwork (Remote) NOV/2022 – APRIL/2025

• Led the optimization of ticketing workflows in Dynamics 365, Zendesk and Intercom, which reduced average resolution time by 40% over 6 months.

• Coordinated cross-functional support across time zones by establishing clear async communication protocols, improving team response coverage by 50%.

• Managed incoming support queries through call, email, and chat using Freshdesk and HubSpot Service Hub, maintaining a consistent CSAT score above 97%.

• Handled complex customer issues and escalations with empathy and precision, decreasing complaint recurrence by 70% quarter-over-quarter.

• Improved CRM documentation processes by introducing a weekly audit system, increasing knowledge base accuracy and usage by 65%.

• Updated and expanded customer-facing knowledge base articles to reflect product changes, reducing redundant tickets by 30%.

• Led the onboarding process for new clients, guiding them through product setup and best practices, contributing to a 35% increase in retention.

• Tracked and analyzed key help desk metrics (FRT, resolution time, CSAT), delivering insights that drove support strategy refinements.

• Managed remote troubleshooting using screen-sharing tools Quick Assist and clear communication, resolving 98% of technical issues without escalation Customer care representative – Tek-experts (Lagos, Nigeria) JAN/2019 – JUN/2022

• Directed improvements in ticket triage workflows across Zendesk, Intercom, and Freshdesk, leading to a 30% boost in support efficiency.

• Facilitated seamless collaboration between global support teams by setting up structured async communication routines, resulting in full 24/7 coverage.

• Delivered responsive and personalized call, email, and chat support using HubSpot Service Hub, consistently maintaining SLA targets and achieving 97%+ CSAT ratings.

• Resolved high-stakes support escalations by applying advanced conflict resolution strategies, lowering escalation rates by 30 %.

• Maintained and enhanced the internal CRM knowledge base, increasing agent self- service resolution by 30%.

• Contributed to regular updates of customer-facing support content, reducing how-to inquiries and duplicated tickets by 18%.

• Led remote onboarding sessions for new users, using screen-share walkthroughs to accelerate adoption and improve the time-to-value metric.

• Monitored key performance indicators such as first response time, resolution rate, and ticket backlog, identifying trends that informed weekly team syncs.

• Troubleshot technical issues remotely, achieving a high first-contact resolution rate and improving team productivity.

Education / Certifications

B.tech Physics Electronics– Federal University of Technology Akure

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