Customer Service & Support Specialist

HEPHZIBAH UMAR

CUSTOMER SERVICE & SUPPORT SPECIALIST

Lagos, Nigeria +234 816-***-**** *************@*****.*** linkedin.com/in/ayomide-hephzibah PROFESSIONAL SUMMARY

Customer-focused professional with 5 years of experience supporting customers and building relationships across social media, email and messaging channels. Skilled in resolving enquiries quickly, communicating clearly, and using customer feedback to improve service. Experienced with CRM and helpdesk tools, multichannel support and performance reporting. Dependable, adaptable and comfortable working in fast-paced, customer-facing roles. CORE SKILLS

• Customer Service & Support • Complaint Handling & Resolution

• Multichannel Support (Email, Chat, Social Media) • Customer Relationship Management

(CRM)

• Clear & Active Communication • Customer Retention & Satisfaction

• Problem-Solving & Follow-Up • Performance Reporting & Feedback Analysis

• Team Collaboration & Coordination • Time Management & Multitasking PROFESSIONAL EXPERIENCE

Customer Support & Social Media Associate Feb 2025 – Jan 2026 Time-Tell / Afrikoncept — Lagos, Nigeria (Hybrid)

• Provided front-line customer support across Facebook, Instagram and TikTok, answering enquiries, resolving issues and following up to keep customers satisfied.

• Tracked recurring customer questions and feedback using Meta Business Suite and Google Analytics, sharing monthly insights to improve response accuracy and speed.

• Kept customer communication consistent and on-brand by planning monthly content and response calendars for two brand platforms.

• Supported day-to-day customer engagement that contributed to reported monthly follower growth of 20–30% across two brands.

Client Support Jul 2024 – Dec 2024

Her Health Spot — Manchester, England (Remote)

• Acted as first point of contact for customer and prospective client enquiries across various platforms, helping guide questions toward bookings and contributing to a 20% increase in consultation bookings.

• Answered customer questions with accurate, timely information, supporting a reported 70% increase in monthly website traffic.

• Used customer feedback and engagement data to continuously improve response quality and communication.

• Maintained consistent customer communication and content delivery, contributing to reported 30% monthly follower growth.

Community & Customer Support Manager Feb 2024 – Jun 2024 Mentally Aware Nigeria Initiative (MANI) — Lagos, Nigeria

• Managed day-to-day member and customer support across Facebook, Instagram, X and TikTok, responding to questions and concerns to maintain a positive experience.

• Tracked audience feedback and engagement to flag recurring concerns and resolve them quickly.

• Coordinated with contributors and team members to keep customer responses timely and accurate.

• Supported customer-facing outreach activities that contributed to reported 50% month-over-month follower growth.

Customer Support & Brand Associate Intern Nov 2023 – Jan 2024 Oriental Selected — Lagos, Nigeria

• Resolved 90% of customer issues within 24 hours through email and instant messaging channels.

• Conducted customer and market research, gathering insights that informed customer experience and service improvements.

• Reviewed customer feedback and survey responses, flagging recurring issues and communicating them to the team to support service improvement.

• Supported customer-facing website content and basic SEO improvements. EDUCATION

Higher National Diploma (HND), Business Administration & Management Rufus Giwa Polytechnic, Owo, Ondo State 2017 – 2022 CERTIFICATIONS

● Customer Service Fundamentals — Coursera

● Customer Experience (CX) Management — Coursera

● Customer Service: Problem Solving & Complaint Handling — Udemy

● Communication Skills for Customer Service — Udemy

● Customer Relationship Management (CRM) — Coursera

● Handling Difficult Customers & Conflict Resolution — Udemy

● Customer Support & Help Desk Fundamentals — Coursera TOOLS: Meta Business Suite, HubSpot CRM, Microsoft Teams, Google Workspace, Google Analytics, Buffer, Hootsuite, Microsoft Excel & Office 365

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