Emmanuel Alabi

EMMANUEL ALABI Customer Support & Success Specialist SKILLS PROFESSIONAL SUMMARY Customer Support & Success • Live Chat & Email Support • Customer Education & Empowerment • Onboarding & Product Adoption • Multi-Channel Support (Chat, Email, Ticket) • De-escalation & Conflict Resolution • Retention & Churn Prevention Customer Support professional with 5+ years of experience delivering high-quality support across live chat, email, ticketing, and social media channels for fast-moving digital platforms. Managed 50–70 support interactions per shift for a 20,000+ user platform. Built and implemented Zendesk from scratch, including routing rules, automation workflows, escalation playbooks, and help centre documentation. Known for going beyond ticket resolution; identifying root causes, closing onboarding gaps, and surfacing structured feedback that drives product improvement. Works well with technical and product teams, communicates clearly under pressure, and takes full ownership of problems. WORK EXPERIENCE Customer Support Specialist Operations • Ticket & Escalation Management • Issue Replication & Documentation • Cross-Team Collaboration • Help Center & Knowledge Base Management • SLA & QA Adherence • Workflow Optimization Tools & Platforms • Zendesk • Salesforce CRM • Slack & Zoom • Google Workspace • Microsoft 365 • HubSpot • Intercom Karate Combat • USA (Remote) June 2023 – Jan 2026 • Delivered real-time support to 20,000+ users across live chat, email, and social media channels, managing 50–70 interactions per shift with consistent quality and SLA adherence. • Educated and empowered users to navigate platform features, account settings, and service options independently, reducing repeat contacts and improving overall product adoption. • Worked closely with technical and product teams to investigate, replicate, and document complex customer issues, ensuring accurate escalation and timely resolution. • Managed high-pressure support scenarios during live events and product launches, maintaining calm, clear communication and swift issue resolution under increased traffic. • Built and maintained internal macros, response templates, and help centre documentation to reduce handle time and keep answers consistent across the queue. • Identified recurring customer pain points and surfaced structured feedback to internal teams; three reports reached the product roadmap directly and contributed to a measurable reduction in ticket volume. Customer Service Lead LANGUAGES English — Fluent French — Basic CERTIFICATIONS Bitlink Exchange • Singapore (Remote) Feb 2021 – March 2023 • Implemented Zendesk as the team's primary support system, restructuring ticketing workflows to improve issue tracking, response consistency, and documentation quality • Onboarded and trained new team members on product knowledge, support standards, escalation protocols, and CRM usage; building a high-performing, customer-focused team from scratch. Zendesk Customer Service Professional Certificate Customer Success Foundations Professional Certificate by ChurnZero Google Cybersecurity Professional Certificate EDUCATION Lead City University B.Sc. Psychology • Introduced resolution rate, first-contact resolution, response time, and CSAT as tracked KPIs where no measurement framework existed; used the data to coach agents and continuously raise service standards. • Collaborated with product, compliance, and operations teams to translate customer feedback into actionable improvements, directly influencing platform updates. • Handled escalated and urgent customer situations with composure, consistently de-escalating difficult cases while maintaining positive customer relationships. • Supported clients on a Cryptocurrency Exchange platform across live chat, email, and ticketing; building the processes, tools, and documentation the team needed to deliver consistent, high-quality resolution.