Customer Support & Customer Success Specialist

Maurice Archibong

Customer Support Representative Customer Success Specialist Virtual

Assistant.

Email: **************@*****.*** Phone: + 234 810-***-**** LinkedIn: linkedin.com/in/maurice-archibong-2110082a7 Remote UTC+1 (West Africa Time) PROFESSIONAL SUMMARY

Customer Support and Customer Success professional with 4+ years of experience supporting global users across SaaS, Real Estate, Education, AI/IT, and E-commerce industries. Proven success in reducing churn, improving onboarding, and maintaining 95–98% customer satisfaction through CRM-driven support, technical troubleshooting, and exceptional customer service. Experienced in high-volume email, live chat, phone, and ticket support, with expertise in customer retention, workflow optimization, and remote collaboration. CORE COMPETENCIES

Customer Support • Customer Success • Customer Experience (CX) • Customer Retention • Churn Prevention • Customer Onboarding • Complaint Resolution • Technical Troubleshooting • Payment Support • Email, Phone & Live Chat Support • Ticket Management • Knowledge Base Management • CRM Management • Sales Support • Lead Qualification • Workflow Optimization

• Administrative Support • Process Improvement • Documentation • Cross-Cultural Communication • Remote Collaboration

PROFESSIONAL EXPERIENCE

Customer Success Representative Nova Cloud Apps (Remote) January 2022 – October 2023

● Supported 650,000+ active users via live chat and ticketing systems, resolving issues 35% faster than baseline SLAs.

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● Delivered customer support to 1,000+ students and parents, maintaining a 98% customer satisfaction score.

● Implemented a self-service knowledge base, reducing repeat inquiries by 5%.

● Trained and onboarded new team members, reducing onboarding time by 10%.

● Converted 15% of inbound inquiries into qualified leads through collaboration with Sales.

● Designed follow-up and retention workflows that improved client retention by 22%. Virtual Assistant Social Media Manager Customer Support OPKLINO Nigeria Ltd (Contract)

November 2023 – May 2026

● Delivered multi-channel customer support via email, chat, and social media.

● Managed CRM updates, customer records, and follow-ups to support retention and sales efforts.

● Supported social media engagement and customer inquiries to strengthen brand responsiveness.

TOOLS & TECHNOLOGIES

CRM: HubSpot, Zoho CRM, Zoho Desk, Freshsales, Pipedrive • Help Desk: Zendesk, Freshdesk, Help Scout • Communication: Aircall, RingCentral, Gmail, Outlook, Zoom, Slack, Microsoft Teams, WhatsApp Business • Project Management: ClickUp, Trello, Asana, Monday.com • Knowledge Base: Confluence • Productivity: Google Workspace, Microsoft 365, Google Drive, Calendly • AI: ChatGPT, Gemini, Claude, ManyChat EDUCATION & CERTIFICATIONS

Bachelor's Degree, University of Uyo (2014)

Virtual Assistant Certification – JCA Global Digital Academy (2026) General Virtual Assistant Certification (2025)

Customer Service Care Certification – Oxford Home Study Centre (2024) Executive Virtual Assistant Certification (2020)

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