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Senior Customer Support Representative
Customer Support Specialist at SunFi Technology Solutions who maintained 96% CSAT and reduced repeat inquiries by 40% with a knowledge base.
NigeriaSenior Customer Support Representative at SunFi Technology Solutions
Handled 60+ inbound support tickets daily across Zohodesk and Intercom, maintaining a 96% CSAT score and a 5-minute average first response time. De-escalated 10+ high-priority complaints per week, converting 85% into retained customers, and built a knowledge base that reduced repeat inquiries by 40%.
Zoho DeskIntercomTicket ManagementDe escalationKnowledge Base ManagementCSATFirst Response TimeCustomer Retention
Managed 40+ daily customer inquiries via email, live chat, and phone, maintaining a 94% CSAT score and an average resolution time of less than 24 hours. Assisted in developing 10 customer-facing FAQ documents, contributing to a 20% reduction in repeat inquiries, and onboarded 4 new team members.
Email SupportLive ChatPhone SupportCSATFAQ DevelopmentOnboardingTrainingRefund Processing
Handled 30+ daily inbound calls, live chats, and emails, resolving 75% of issues on first contact. Maintained accurate customer records in Salesforce CRM with 99% accuracy and managed social media customer service across Instagram and Facebook.
SalesforceCRMSocial Media Customer ServiceSchedulingDocumentation PreparationFirst Contact Resolutions
Earned the Zendesk Support Administrator certification.
Earned the HubSpot Service Hub Certification.
Completed a Higher National Diploma in Business Administration.
Completed the Customer Success Management course.