Abigail Ijave

ABIGAIL IJAVE Results-Driven Customer Support Specialist | Delivering Exceptional Customer Service | Maximizing Customer Success | Streamlining Onboarding Processes | Enhancing Customer Experience | Customer Success and Account Manager in Training About me I bring seven years of dedicated expertise in customer success, service, and support. My journey commenced in 2018 in the banking sector, cultivating valuable insights into daily customer interactions. Over the years, I have expanded my skills to encompass E-commerce, Education and Learning, Healthcare, Fintech, SaaS, B2C, and B2B industries, serving a global clientele. Working with renowned organizations, I have consistently delivered exceptional customer service, adeptly resolving complex issues with professionalism. This experience has granted me a unique perspective, enabling me to adapt my approach to diverse cultural and business contexts. Certifications and Training ● ● ● Customer Success and Account Management, CustomerSuccess.org (In-view) Customer Service Foundations, LinkedIn (July 2024) Onboarding and Adoption Best Practices for Customer Success Management, LinkedIn (July 2024) ● ● ● ● ● ● Professional Diploma in CRM Platforms Management, Udemy Digital Marketing for CXOs - SimpliLearn HubSpot Customer Service Training Certificate Handling Abusive Customers - LinkedIn Learning Innovative Customer Service Techniques - LinkedIn Learning Phone-Based Customer Service - LinkedIn Learning March 2024 Nov 2023 Sept 2023 April 2022 April 2022 April 2022 Skills & expertise ● ● ● ● ● ● ● ● Customer Support and Service: Expert in managing customer inquiries and delivering prompt, effective solutions using CRM and support tools such as Intercom and Zendesk. CRM/Technical Proficiency: Demonstrated ability to adapt to new and use technologies like Zendesk, Gorgias, Intercom, Jira, Slack, Zoho, Freshdesk, Salesforce Service Cloud, HubSpot with a strong background in technical troubleshooting and problem resolution. Collaboration and Teamwork: Experienced in working closely with engineering teams to facilitate end-to-end resolution of customer issues and represent customer insights to drive product enhancements. Customer Advocacy: Skilled in representing the voice of the customer to influence product roadmaps and improve customer outcomes. Product Expertise: In-depth understanding of customer workflows and ability to increase product adoption through effective support and guidance. Process Improvement: Proactive in identifying opportunities to optimize support processes and enhance operational efficiency. Communication and Documentation: Excellent verbal and written communication skills, with a focus on clarity, empathy, and attention to detail. Growth Mindset: Committed to continuous learning, embracing change, and overcoming challenges with resilience and optimism. Work Experience 1. Instantly.ai - USA Role - Senior Customer Support and Success Specialist (Contract) 2. Disputifier - USA - https://www.disputifier.com Role - L2 Customer Support Specialist (Contract) 3. Crossref - New York, US - https://www.crossref.org/ Role - Member/Customer Support Specialist (Part-time/Independent Contract) 4. SAPI - London, UK - https://sapi.com/ Role - Customer Success Agent (Freelance) 5. Dr. Rach Institute ( Indiana, USA- https://drrachaelinstitute.com/ Role - Customer Solutions Architect (Freelance Short-term Project) April 2024 - September 2025 Jan 2024 - August 2024 Jan 2024 - Feb 2024 6. The Digital SLP - USA - https://www.thedigitalslp.com/ Role - Customer Support Specialist (Freelance Short-term Project) Dec 2023 - Jan 2024 7. Qwoted - New York, USA - https://www.qwoted.com/ Role - Media Support Representative (Full-time/Independent Contract) June 2023 - Jan 2024 8. International Tea Importers - California, USA https://www.teavendor.com/ Role - Customer Success Manager (Remote/Freelance) Dec 2022 - Oct 2023 9. Future founders - Lisbon, Portugal https://www.futurefounders.me/ Role - Onboarding Specialist / Community Manager (Freelance) Sept 2022 - April 2023 10. Memberium(Saas/Tech) - Spanish Fork, Utah, USA https://memberium.com/ Role - Technical Support Representative (Remote/Freelance) Aug 2022 - Dec 2022 11. Ueni Ltd - London, UK https://ueni.com/en-us April 2022 - May 2022 Role - Customer Onboarding Advisor (Remote/Short-term Freelance Project) 12. SellOff.ng - Ibadan, Nigeria https://selloff.ng/ Role - Team Lead, Customer Success Representative (Hybrid/Full-time) May 2021 - May 2022 13. United Bank for Africa PLC - Benin City, Nigeria https://www.ubagroup.com/ Role - Customer Service Assistant(Graduate internship/Full-time) Aug 2018 - Aug 2019 Technical Tools and Proficiencies ● Customer Support: Zendesk, Gorgias, Freshdesk, Intercom, Zoho, Salesforce ● E-commerce Platforms: Shopify, Etsy, BigCommerce, WooCommerce, and DropShipping ● Communication: ManyChat, Microsoft Teams, Slack ● CRM & Marketing: Zoho, HubSpot, WordPress ● Automation & Integration: Zapier ● Project Management: Jira, ClickUp, Asana, Monday.com, Notion, Basecamp ● Analytics & Tracking: Fullstory, Onfido ● Shipping & Inventory: Shipstation, 3PL Central, Oracle NetSuite ● AI & Productivity: ChatGPT, Microsoft 365 Internet Speed Test Result Some Work Samples Monday.com Task Managment I embarked on this personal project to craft a user-friendly FAQ guide for Memberium, a fantastic software. My goal was to assist users in understanding how to use it for your websites. Here is the link to view the full document ; https://docs.google.com/document/d/1pnnQ3LT1umzu7gXaAG5_9WDDuyg7-s19SSKgEVF4FOA/ed it?usp=sharing Intercom Support Zendesk CRM Usage I managed customer support tickets using Zendesk, ensuring a 100% ticket closure rate within agreed service level agreements. Email Support Email support Gorgias CRM Support Project name ● Onboarding Call Session at Ueni Ltd As an onboarding advisor at UENI Ltd, I consistently provided outstanding customer service, leading to a 90% customer satisfaction rating. I successfully cultivated and maintained strong customer relationships, resulting in a 95% implementation success rate. Through conducting 10 video call meetings per day, I effectively supported customers during the onboarding process and contributed to a notable 20% increase in customer retention HubSpot CRM support SOP Creation Find the link to view here: https://docs.google.com/document/d/1GBUZkbVCjOFVz9AkU0M_3N_plBkla7700sg23TeLhIQ/ edit?usp=sharing Feel free to connect with me via: Email me --Phone/WhatsApp - - LinkedIn - https://www.linkedin.com/in/abigail-ijave/