Ada Thompson

📍 📧 ADA THOMPSON​ Rivers, Nigeria​-| 🔗 LinkedIn PROFESSIONAL SUMMARY Results-driven Customer Support Specialist with over 5 years of experience delivering top-tier support in fast-paced environments. Adept at troubleshooting customer issues, providing clear and effective guidance, and optimizing customer service operations. Experienced in using CRM platforms like Zendesk and Gorgias, ensuring seamless customer experiences. Recognized for strong problem-solving skills, adaptability, and a customer-first mindset. Passionate about driving customer satisfaction and retention through efficient issue resolution and proactive engagement. SKILLS & TOOLS ●​ Customer Support & Troubleshooting ●​ CRM Platforms (Zendesk, Gorgias, Intercom, HubSpot) ●​ Problem-Solving & Critical Thinking ●​ Technical Support & Issue Resolution ●​ Customer Onboarding & Engagement ●​ Process Improvement & Workflow Optimization ●​ E-commerce Support (Shopify, Click & Drop) ●​ Order Processing, Fulfillment & Tracking ●​ Software: MS Office Suite, Zoom, Google Meet, Asana, Monday.com PROFESSIONAL EXPERIENCE Customer Support Specialist Digital Dream Labs, Inc. | Dec 2024 – Present | Remote, Pittsburgh, PA, USA ●​ Provide technical support and troubleshooting assistance for customers experiencing issues with Digital Dream Labs' products.​ ●​ Guide customers through step-by-step solutions, ensuring smooth resolution of software and hardware concerns.​ ●​ Analyze recurring customer issues to recommend process improvements and enhance product usability.​ ●​ Collaborate with cross-functional teams to streamline customer onboarding and engagement strategies.​ ●​ Maintain high customer satisfaction scores by delivering empathetic and effective support.​ Customer Service Executive Uptownie | May 2024 – Present | Remote, India ●​ Increased customer satisfaction scores by 20% through personalized support strategies.​ ●​ Resolved 95% of customer issues on first contact, improving service efficiency by 15%.​ ●​ Boosted customer retention rates by 25% by implementing proactive engagement programs.​ ●​ Achieved a 30% reduction in resolution time by optimizing troubleshooting processes.​ ●​ Improved upsell opportunities by 10% through tailored customer interactions.​ Customer Success Agent / Sales Assistant Obiasweb Technology | May 2022 – July 2023 | Nigeria ●​ Resolved customer inquiries and issues, enhancing overall customer experience.​ ●​ Assisted customers with product recommendations, sales, and promotional events.​ ●​ Increased in-store sales by 20% through effective upselling techniques.​ Customer Service Specialist Lucky Star Enterprise | Mar 2020 – Dec 2022 | Nigeria ●​ Provided multichannel customer support via phone, email, and chat.​ ●​ Resolved customer complaints professionally, achieving high first-contact resolution rates.​ ●​ Collaborated with teams to improve customer feedback integration into service strategies.​ Administrative Assistant / Customer Support (Internship) Daystar Computers | Mar 2016 – Jan 2017 | Nigeria ●​ Managed scheduling, correspondence, and customer inquiries.​ ●​ Assisted with order processing, billing, and database management.​ EDUCATION Bachelor of Science, Plant Science & Biotechnology​ University of Port Harcourt, Nigeria | 2023 CERTIFICATIONS & TRAINING Customer Service: Problem Solving & Troubleshooting Certificate LinkedIn Introduction to CRM with HubSpot Certificate Coursera On-Demand IT Skills Training Digital Witch Support Community Certificate