Customer Support Specialist and Manager
I have over 5 years of experience in customer support management.
Let's ConnectAbout Me
Hi, I’m Faith, a passionate and results-driven Customer Support Professional with a proven track record in leading high-performing support teams and delivering impactful customer experiences. With experience as a Customer Support Team Lead, I specialize in long-term engagement, relationship building and process improvement. I’ve worked with tools like Zendesk, Freshdesk, Salesforce, Zoho CRM, Help Scout, Intercom and Gorgias. I’m currently exploring automation tools like Zapier, HubSpot Workflows and Make to streamline support operations. I bring a blend of leadership, operational insight and human-centered communication to every role, using technology and empathy to build trust and create lasting impact one conversation at a time.
Experience
Customer Support Manager
Decreased customer churn by 20% by proactively identifying challenges and deploying strategic solutions. Created and executed KPI-focused customer success plans, resulting in a 20% boost in customer engagement. Successfully led a fully remote support team across multiple time zones, improving first response time by 25% and maintaining high customer satisfaction scores. Led onboarding and training programs that accelerated product adoption and improved customer proficiency. Partnered with sales and support teams to uncover upsell opportunities, contributing to increased revenue growth.
Customer Support Team Lead
Implemented process improvements that decreased ticket backlog by 25%, significantly improving average response times. Created and launched virtual knowledge base playbooks, achieving a 90% first-contact resolution rate and boosting customer satisfaction. Led end-to-end optimization of Zendesk platform, enhancing workflow efficiency for hybrid and remote support teams. Enhanced Zendesk functionality to support a distributed workforce, improving cross-team collaboration and operational productivity. Developed and facilitated virtual training programs, expediting onboarding and upskilling for support agents.
Customer Support Specialist
Responded to 100+ customer inquiries daily across phone, email, and chat channels, improving response times and customer satisfaction. Supported new employee onboarding by delivering hands-on training, reducing ramp-up time by 40% and increasing overall team efficiency. Collaborated with warehouse and logistics teams to track orders and deliver real-time shipment updates, ensuring accurate and on-time deliveries. Improved service consistency by maintaining detailed and accurate records of customer interactions and case resolutions.
Education
Bachelor of Arts
Benson Idahosa University
Certifications
Leadership & Management Certification
ELC
Issued: N/A
Professional communication skills
OHSC
Issued: N/A
Customer service fundamentals
OLEREN
Issued: N/A
Building online customer relationships
Jobberman
Issued: N/A
Customer service excellence
Jobberman
Issued: N/A
Strategic customer success management
CustomerSuccessU
Issued: N/A
