Customer Support Specialist (SaaS)

VICTORY OSHODIN

Customer Support Specialist Chat, Email, & Phone Support Remote-Ready (EMEA)

+234 810-***-**** ***********@*****.*** Owerri, Imo State, Nigeria UTC+1 / flexible for EMEA hours PROFESSIONAL SUMMARY

Customer-focused professional with 5+ years resolving client issues across chat, email, phone, and social media in fast- paced, target-driven digital technology and SaaS-adjacent service environments. Fluent in written and verbal English communication, with hands-on exposure to global tech platforms through a role at a technology hub. Proven record of maintaining high CSAT and quality scores while managing high-ticket volumes within SLA, including 200+ client accounts with 100% CRM data accuracy and a sub-2-hour first-response average across 40+ daily conversations. Skilled at applying SOPs consistently, researching and investigating issues to resolution, and communicating with empathy and clarity. Comfortable working independently across time zones, with the async habits, ownership mindset, and process discipline needed to thrive in a distributed, global support team. REMOTE WORK READINESS

● Setup: Dedicated home office, stable high-speed internet, noise-cancelling headset

● Tools: CRM & ticketing platforms (HubSpot, Salesforce-equivalent, Zendesk-familiar), Zoom, Google Meet, Slack, Microsoft Teams, Asana

● Availability: UTC+1 — flexible to cover EMEA and overlap with US/EU hours

● Style: Proactive, self-directed communicator; comfortable owning tickets end-to-end and following through async CORE COMPETENCIES

● Multi-Channel Support (Chat, Email, Phone & Social Media) • Ticket Resolution & SLA Management • Quality & SOP Adherence.

● Customer Satisfaction (CSAT) • Empathetic Problem-Solving • Research & Investigation • Fluent Written

& Verbal English Communication

● CRM & Ticketing Systems • Escalation Handling • Process Documentation • Cross-Team Collaboration PROFESSIONAL EXPERIENCE

Customer Success & Sales Officer 2022 – Present

Redefined Tech Hub, Port Harcourt, Nigeria (Remote)

● Handled 50+ client conversations daily across channels, resolving inquiries with empathy and an outcome- oriented approach that kept satisfaction consistently high.

● Maintained a 200+ client portfolio in CRM with 100% data accuracy, supporting clean reporting and reliable case tracking.

● Built structured escalation and follow-up workflows that cut resolution time by ~30%, reflecting strong SOP adherence and ticket-quality discipline.

● Partnered with technical and operations teams to redesign 3 client-facing processes, lifting client experience scores quarteron-quarter.

● Authored onboarding SOPs that cut new hire ramp time by ~40%, demonstrating strong process documentation for repeatable, high-quality support.

Client Engagement & Retention Specialist 2020 – 2022 White Creativity, Port Harcourt, Nigeria

● Managed onboarding and ongoing support for 30+ clients, sustaining an 85%+ retention rate over 2 years through consistent, proactive follow-up.

● Resolved 90%+ of inquiries within SLA through proactive communication and cross-team coordination, comparable to ticket- based SLA targets..

● Streamlined intake and qualification steps across a 15+ concurrent client portfolio, shortening time-to-resolution. Client Support & Operations Associate 2018 – 2020

Uptrax, Port Harcourt, Nigeria

● Handled 40+ inbound client conversations daily via chat, email, and phone, consistently meeting a sub-2-hour first-response time.

● Maintained 99%+ accuracy across client records, supporting clean data for reporting and quality review.

● Contributed process improvements that lifted team satisfaction scores by 15%, with zero missed follow-ups across 100+ monthly client records

CERTIFICATIONS

• Customer Service Foundations — LinkedIn Learning

• CRM & Live Chat Support Tools — LinkedIn Learning

• Technical Support Fundamentals — Coursera

• CRM Systems for Business Growth — LinkedIn Learning

• Remote Work Management & Productivity — LinkedIn Learning

• Sales Techniques & Negotiation — Coursera

EDUCATION

Bachelor's Degree in Medical Laboratory Science

Ambrose Alli University, Nigeria

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