Client Services Specialist with Customer Care Expertise

Customer support specialist with *+ years of experience in SaaS and e-commerce environments. Proven

track record of improving CSAT from 88% to 96%, reducing average response time by 40%, and retaining

$150K+ in annual revenue through proactive escalation management. Expert in Intercom, Zendesk, Jira, and Slack. Recognized for turning detractors into promoters and leading team training initiatives. KEY SKILLS

• Omnichannel Support (Phone, Email, Chat, Social)

• Customer Support & Issue Resolution

• Ticketing Systems: Intercom, Zendesk, JIRA, Trello, ClickUp

• Strong Written & Verbal Communication

• Complaint Handling & Escalation Management

• Technical Troubleshooting (Web & Software Applications)

• Customer Experience (CX) Optimization

• CRM & Support Tools

• Cross-functional Collaboration

• Time Management & Multitasking

• Knowledge Base & Documentation Writing

• Basic HTML, CSS

WORK EXPERIENCE

Customer Support Specialist (Remote) Rembrandt Global Solutions Feb 2024 – Present

• Handled 50+ inbound calls daily with average handle time of 5 minutes

• Reduced average first response time from 30 minutes to 17 minutes by intercom to slack

• Identified recurring billing issue, collaborated with product team, reducing related tickets by 30%

• Trained 3 new hires on support protocols and JIRA

• Managed and resolved customer inquiries, complaints, and technical issues across digital platforms, ensuring timely and effective solutions.

• Used ticketing and collaboration tools to track, prioritize, and resolve user-reported issues.

• Conducted User Acceptance Testing (UAT) to ensure products met customer expectations before release.

• Collaborated with product managers and developers to escalate and resolve customer-impacting bugs.

• Monitored platform performance and user engagement to identify and address recurring customer issues.

VINCENT MONDAY

Lagos, Nigeria

+234 703-***-****

***********@*****.***

P ROFILE SUMMARY

• Documented customer issues, feedback, and resolutions to improve internal knowledge base and support processes.

Customer Service Representative (Remote) Lightforth Texas, USA Feb 2021- Jan 2024

• Managed 200+ incoming tickets weekly across email and live chat, maintaining 95% CSAT score

• Resolved 95% of issues on first contact without escalation

• Recognized as "Employee of the Month" twice for exceeding quality assurance scores.

• Retained 42% of customers attempting to cancel service by offering tailored solutions, credits, plan downgrades, and feature tutorials.

• Maintained 97% customer satisfaction for a complex B2B software product while handling escalated database and performance issues.

• Reduced chat abandonment rate from 22% to 9% by improving initial greeting and setting accurate wait expectations.

Customer Success Specialist (Remote) Cykmore UK Oct 2020 – Jan 2021

• Handled 4 simultaneous chat sessions during peak hours, achieving 98% customer satisfaction and 45-second average response time.

• Increased chat conversion rate by 15% by proactively offering discount codes to hesitant customers based on browsing behavior.

• Managed a weekly ticket volume of 350+, closing 95% within SLA (24 hours) and maintaining a CSAT of 94%.

• Cut average first response time from 1 hour to 30 minutes by creating 12 saved reply templates and automating ticket routing.

• Reduced repeat tickets by 28% by rewriting unclear knowledge base articles, which 1,200+ customers viewed monthly.

• Handled escalated complaint tickets with a 92% recovery rate – customers who stayed after an initial negative experience.

EDUCATION

Lagos State University, Lagos December 2019

BA Philosophy

TRAINING

Septa Software Quality Assurance Testing

Premier impact Customer Service

NIIT CompTia A+

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