Desmond Nnabuike

Desmond Nnabuike A. ■ Abuja, Nigeria | ✉■-| ☎■- Professional Summary Customer Support Guru with four years of experience in SaaS, Web3, and digital platforms. Consistently achieved 95 percent customer satisfaction through multi-channel support, onboarding, and knowledge base development. Skilled in Zendesk, Intercom, HubSpot, Freshdesk, ClickUp, Asana, and Monday.com. Strong collaborator with expertise in remote workflows and a commitment to ensuring users feel supported and empowered. Core Skills Multi-Channel Support: Chat, Email, Phone, Video Helpdesk & CRM: Zendesk, Intercom, HubSpot, Freshdesk Workflow Tools: ClickUp, Asana, Monday.com Onboarding & Training: Webinars & Knowledge Base Development Technical: Troubleshooting & Escalation Analytics: Feedback Analysis & Reporting Collaboration: Slack, Discord, Lark, Calendly, BookMe Professional Experience Community Manager & Customer Support Specialist Unidef & Cinchblocks | Remote | 2022 – 2023 - Delivered multi-channel support, achieving SLA response times under one hour and 95 percent satisfaction. - Resolved technical inquiries and escalated complex cases with thorough documentation. - Conducted onboarding webinars that boosted customer adoption by 30 percent. - Authored 60+ knowledge base articles, reducing repetitive tickets by 25 percent. - Collected feedback that led to product improvements and a 20 percent drop in recurring issues. Crypto News Analyst & Content Contributor (Part-Time) Unidef & Crunch Network | Remote | 2022 – 2023 - Produced simplified industry updates that reduced repetitive inquiries. - Partnered with product and marketing teams to align content with customer needs. Volunteer News Writer Gate.io | Remote | 2023 – 2025 - Delivered timely platform updates for a global audience. - Strengthened customer trust through accurate and engaging content. Certifications - Google Project Management Professional Certificate – Coursera - Customer Support Specialization – Coursera - Foundations of Cloud Computing – Coursera (In Progress) Specialty Customer Support Guru | SaaS & Digital | 4 yrs driving 95% satisfaction through multi-channel support