Customer Support Associate (Remote, Multichannel)
Resume:
Present
Oct **** – Recent
Nov 2023 – Feb 2025
Feb 2022 – Sept 2022
SEGUN ABUDU TABORAH
Ibadan, Oyo State, Nigeria 090******** *****************@*****.*** PROFESSIONAL SUMMARY
Empathic, detail-oriented Customer Support Associate with over 3 years of experience delivering high-quality, remote customer service across multichannel communication environments. Proven track record managing complex client policy inquiries, high-volume email queues, call handling, and sensitive account documentation. Skilled in navigating multi-system CRM platforms (Salesforce, Zendesk), maintaining strict policy compliance and data privacy standards, and de-escalating customer concerns with patience, clarity, and professionalism. Dedicated to supporting policyholders and insurance operations with seamless, first-contact resolutions. CORE COMPETENCIES & TECHNICAL SKILLS
Customer Service & Relationship Management: Remote Client Support, Active Listening, De-escalation, Empathic Communication, Policy & Account Verification, First-Contact Resolution (FCR). Systems & CRM Proficiency: Salesforce CRM, Zendesk, ServiceNow, Case Management Systems, Data Processing, Microsoft Office Suite, Google Workspace.
Operational Strengths: High-Volume Queue Management, Document & Record Maintenance, Data Privacy Compliance (SLAs), Team Leadership, Attention to Detail.
PROFESSIONAL EXPERIENCE
Email Support Specialist Spectranet (Direct Staff) Manage daily digital ticketing queues and email correspondence, resolving complex customer inquiries regarding service accounts, billing adjustments, and technical requests.
Perform thorough account audits across internal databases to ensure record accuracy, case documentation, and policy compliance. Maintain a compassionate, reassuring approach when handling customer concerns, ensuring first-contact resolution while upholding data protection standards.
Customer Support Associate Merryville Limited (Remote) Managed remote inbound communications, assisting clients with account verification, profile updates, and service requests in a fast- paced environment.
Logged, categorized, and tracked all support interactions in Salesforce CRM, ensuring strict adherence to privacy guidelines and response SLAs.
Collaborated with internal operations and administrative teams to coordinate client request processing and follow-up activities. Team Lead - Call Center iSON Xperiences (Spectranet LOB) - Ibadan, Oyo Supervised a team of call center agents for 8 months, ensuring strict compliance with quality assurance benchmarks, call protocols, and customer handling standards.
Handled Tier-2 customer escalations involving complex billing disputes, service modifications, and sensitive account adjustments with sound judgment and diplomacy.
Call Center Customer Service Agent iSON Xperiences (Spectranet LOB) - Ibadan, Oyo Handled high-volume inbound calls regarding account updates, billing inquiries, and service guidance. Provided clear, patient guidance to clients while maintaining precise records of interaction details in Zendesk and Salesforce databases. Customer Service Representative (Email & Live Chat) Giftcard8 (Remote) Provided multichannel customer support remotely via email and chat, handling user identity verification, transaction reviews, and account adjustments.
EDUCATION & CREDENTIALS
Higher National Diploma (HND) in Mass Communication Moshood Abiola Polytechnic, Abeokuta, Ogun State Ordinary National Diploma (OND) in Mass Communication Moshood Abiola Polytechnic, Abeokuta, Ogun State
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