Dynamic Customer Support Specialist with 5+ Years Experience
Resume:
Fatimot Daudu
*************@*****.***
Dynamic and Results-Driven Customer Support Specialist with over 5 years of experience delivering high-caliber, multi-channel technical and administrative assistance across diverse sectors. Expert in utilizing robust CRM and ticketing systems like Salesforce, Zendesk, and Five9 to track, document, and resolve complex issues systematically. WORK EXPERIENCE
TD BANK - Customer Service Rep March 2021 – May 2026
• Provided direct, multi-channel support via phone and email to a diverse user base, including educators, students, administrators, and corporate partners, utilizing Active Listening and Tone Management to deliver seamless, professional service.
• Crafted clear, error-free documentation and follow-up emails, translating complex technical solutions into straightforward, jargon-free language. Clear Expression and Written Communication.
• Applied Critical Thinking and Basic Troubleshooting to diagnose and resolve software, application, and platform issues for users across PC and Mac operating systems.
• Analyzed recurring customer issues to identify root causes, actively collaborating with Product Development to share customer feedback and propose Creative Solutions for continuous platform improvement.
• Managed and tracked high volumes of customer interactions systematically using CRM and Ticketing Systems such as Salesforce/Zendesk/Five9 while consistently meeting or exceeding response-time targets
• Maintained meticulous Documentation Habits, ensuring thorough record-keeping of customer interactions, resolutions, and escalations in strict accordance with company standards.
• Demonstrated high Adaptability and Patience when guiding non-technical users through complex workflows, maintaining complete composure during emotionally taxing or challenging interactions
• Maintained a self-motivated, distraction-free remote work environment Focus Maintenance), successfully balancing individual daily queues with cross-departmental research, training, and support initiatives
• Utilized knowledge bases and internal support documentation efficiently (Resource Utilization) to rapidly build and maintain a high-level mastery of evolving programs and platforms.
• Handled over 90 inbound and outbound calls, delivering first call resolution at 98% of the calls. Education
Bachelor of Science.
Order management, Refunds & returns, Product inquiries, Live chat support, Order tracking, Customer retention, E commerce support, Healthcare, Health Services, Epic, Cerner, Athena Health, Zendesk, Salesforce Health Cloud, RingCentral, Five9, HIPAA compliance, Patient support, Eligibility verification, Claims assistance, Medical scheduling, Prior authorization, Insurance, Guidewire, Duck Creek, Salesforce, Zendesk, NICE inContact, Five9, RingCentral, Claims processing, Policyholder support, Coverage verification, Underwriting support, Call center operations, Escalation handling, Financial Services & Fintech, Salesforce, Zendesk, Intercom, Stripe Dashboard, Plaid, Freshdesk, NICE inContact, KYC/AML, Fraud prevention, Account support, Transaction disputes, Fintech support, Secure authentication, Telecommunications, Internet Services, ServiceNow, Zendesk, Five9, NICE inContact, RingCentral, Freshdesk, Technical troubleshooting, Network issues, Billing support, Service activation, Call center operations, Escalation management, Fitness, Wellness Products, Shopify, Gorgias, Zendesk, Freshdesk, Recharge, Subscription support, Product troubleshooting, Order fulfillment, Customer retention, Wellness product support, Food, Consumer Goods Delivery, Zendesk, Freshdesk, Gorgias, Door Dash Drive / Uber Eats Merchant, Ship Station, Twilio, Delivery issues, Order tracking, Refunds & replacements, High volume support, Real time communication, High volume call handling, Inbound/outbound support, Quality assurance, Script adherence, Multichannel support, Performance metrics (AHT, CSAT, FCR), Five9, NICE inContact, Talk desk, RingCentral, Zendesk, Salesforce, Avaya, Delivery issues, Order tracking, Refunds & replacements, High volume support, Real time communication, Zendesk, Freshdesk, Gorgias, Door Dash Drive / Uber Eats Merchant, Twilio, Shopify Admin, Gorgias, Zendesk, Freshdesk, Ship Station, Ship Bob, Amazon Seller Central, Live Chat, E commerce & Online Retail, Zendesk, Intercom, HubSpot Service Hub, Salesforce, Jira / Confluence, Slack, Freshdesk, Zoho Desk, GitHub (for technical support teams), Loom (screen recording), Technical support, Troubleshooting, Ticketing systems, API knowledge, Product support, SaaS onboarding, Knowledge base management, Bug reporting, SaaS (Software as a Service) & Tech, Healthcare, Health Services, HIPAA compliance, Patient scheduling, Claims & eligibility support, Medical terminology basics, Insurance verification, Call center communication, Data accuracy, Confidentiality, Compassion, Active listening, Attention to detail, Claims intake, Policy explanation, Coverage verification, Billing support, Documentation accuracy, Escalation management, Patience, Professional tone, Decision making, Problem de escalation, Order management, Refunds & returns processing, Product knowledge support, Live chat handling, Shipping & fulfillment coordination, Upselling & retention, Inventory inquiry handling, Empathy, Fast typing, Conflict resolution, High volume multitasking, Delivery issue resolution, Real time communication, Refunds & replacements, High volume support, Order tracking assistance, Quick decision making, Empathy, Multitasking, Crisis handling, High volume call handling, Script adherence, Multichannel support (phone, chat, email), Quality assurance awareness, Performance
Contact this candidate