Abijah Williams

WILLIAMS, ABIJAH JEHOVAHFEGO CUSTOMER EXPERIENCE SPECIALIST PROFESSIONAL SUMMARY Customer Experience Specialist with proven success delivering hightouch support and maintaining 95%+ CSAT scores across Zendesk, Intercom, Stripe, and Ariba. Skilled at resolving complex customer issues, de-escalating challenging interactions, and driving retention through empathy and clear communication. Adept at training and mentoring teams, improving workflows, and aligning Customer Experience initiatives with business goals. Strong data literacy with expertise in Google Workspace, building dashboards, and translating customer insights into actionable improvements. Brings additional versatility through technical proficiency in Python, C++, JavaScript, and certifications in Cybersecurity, Networking, and Operating systems. Combines Customer Experience Support excellence with technical acumen to strengthen customer loyalty and enable scalable business growth. WORK HISTORY Customer Service Specialist (Remote), 04/2024 to Current Hugo Technologies—Chicago, United States  Delivered high-touch technical and customer support, resolving 150+    weekly inquiries across Intercom, Zendesk, Stripe, and Ariba, while specializing in troubleshooting, public funding payments, and PO management. Consistently achieved a 95% CSAT score by combining empathy, efficiency, and deep product knowledge to manage complex customer issues and escalations Enhanced team performance through training new hires, leading customer experience workshops, and improving workflows with updated documentation and process optimization. Partnered on cross-functional projects to optimize technical support and payment systems, building strong skills in communication, de-escalation, and data-driven problem-solving. Customer Care Representative/IT Specialist, 09/2018 to 04/2024 Wilspring Nursery & Primary School—Ilorin, Nigeria  Acted as the first point of contact for parents, providing timely support, resolving issues, and maintaining strong communication channels.  Supported school operations by managing IT-related tasks, communication systems, and administrative tools to ensure smooth daily workflows.  Collaborated with teachers and administrators to address concerns, improve parent satisfaction, and enhance the overall school experience CONTACT Nationality: Nigerian LinkedIn: www.linkedin.com/in/abijahwill iams-03325a7b TECHNICAL SKILLS 1. Proficient with Customer Experience platforms/Tools like Zendesk, Intercom, and Zoho. 2. Proficient in providing excellent Customer Experience via Omnichannel (social, chat, email, in-app, etc.) 3. Skilled at leveraging Google Workspace tools (Sheets, Docs, Slides, Looker Studio, etc.) to organize, analyze, and present customer insights. 4. Comfortable building dashboards, reports, and trend analyses that connect customer feedback to business outcomes. SOFT SKILLS 1. Customer-Centric Mindset & Empathy: Ability to deeply understand customer needs, emotions, and expectations 2. Communication Skills (Written, Verbal, Digital): Clear, professional, and adaptive communication across channels (email, chat, phone, social) 3. Problem-Solving & Critical Thinking: Comfortable handling escalations, analyzing root causes, and offering solutions. 4. Data Literacy & Customer Analytics: Ability to interpret NPS, CSAT, churn data, and journey analytics. Retail Sales Agent, 06/2017 to 10/2017 First City Monument Bank – Ilorin, Nigeria CERTIFICATIONS    Increased customer acquisition by successfully onboarding 200+ new  retail clients within 4 months, contributing to branch deposit growth  and market share expansion in Ilorin.   Surpassed monthly sales targets by 15% through proactive cross-selling  of savings and current products, boosting branch revenue and  profitability.  Strengthened customer relationships by delivering tailored financial solutions, achieving a 90% client retention rate and consistently receiving positive customer feedback.  Drove financial inclusion by engaging under served communities in outside Ilorin but within Kwara State, opening over 150 new accounts through targeted outreach and grassroots marketing. EDUCATION • Post Graduate Diploma, Education, 09/2017 to 09/2019 University of Ilorin - Ilorin, Kwara State • Bachelor's degree, Linguistics and Nigerian Languages, 09/2011 to 08/2015 University of Ilorin - Ilorin, Kwara State • Secondary School Education, Arts, 09/2004 to 07/2010 Kwara State College of Education Model Secondary School - Ilorin, Kwara State REFERENCES  Engineer AUDU, Onimisi Group General Manager, Lubcon Nigeria  Professor SOETAN, Aderonke Kofo Department of Educational Technology, Faculty of Education, University of Ilorin, Ilorin, Nigeria  Professor ONIYANGI, Shuaib Olanrewaju Health Promotion & Environment Health Education, Faculty of Education, University of Ilorin, Ilorin, Nigeria #HRJ#dc5902d3-9d17-4dbd-9f02-8d6940dbb Operating Systems Google Cybersecurity Cisco Endpoint Security Cisco Networking Basics Learn Linux(Bash) Learn C++ Learn JavaScript