Faith Okwor | Freelancer Resume

FAITH OKWOR Customer Support Specialist Email | Phone | Chat PROFESSIONAL EXPERIENCE CORE SKILLS - Customer Support - SaaS Support - Live Chat Support - Email Support - Ticketing Systems -CRM Tools (Intercom, WooCommerce, Freshdesk, Zendesk, Hubspot) - Customer Retention - Conflict Resolution - Troubleshooting - Customer Onboarding - Workflow Optimization - Process Improvement - Documentation Accuracy - Problem Solving - ommunication Proficiency TOOLS & PLATFORMS - Support Tools: Intercom, Freshdesk, Zendesk, Help Scout, Gorgias - CRM: HubSpot, Zoho, Salesforce - Communication: Slack, Zoom, Google Workspace, Microsoft Teams - Productivity: Trello, Asana, Notion, Monday.com Education Master of Arts (University of Nigeria Nsukka) PROFESSIONAL SUMMARY I help businesses increase customer retention by up to 30%, provide support operations, and deliver exceptional support that drives growth. With over four years of experience in SaaS, E-commerce, and tech-focused environments, I have managed 500+ customer interactions weekly via email, phone, and live chat, resolving issues with a 95% satisfaction rate. Skilled in onboarding, troubleshooting, conflict resolution, and customer loyalty strategies, I bring strong communication and collaboration skills to improve process efficiency by 20% and reduce complaint escalations by 30%, ensuring both customers and businesses thrive. Sales Support Specialist T & H Consult | Hungary, UK | Remote | Full-Time | March 2024 – December 2025 - Served as the main point of contact for customers via email and live chat, managing 40–60+ inquiries daily with professionalism and accuracy. - Provided administrative and sales support by organizing, updating, and uploading sales documents and customer records. - Worked closely with internal teams to ensure customers received timely helping reduce response and resolution delays by 25%. - Resolved customer issues and complaints with empathy, contributing to a 20% increase in customer satisfaction and repeat engagement. - Acted as a liaison between customers and the sales team, improving communication clarity and supporting a 15% increase in successful conversions. - Helped improve communication between teams, reducing delays and supporting smooth operations.. SaaS Support Representative Boomerangme | Wilmington, Delaware, USA | Remote | Full-Time | September 2022 – January 2024 -Onboarded new users using live demos, training materials, and written guides. -Handled customer inquiries via Intercom, maintaining an average first-response time under 5 minutes and 93%+ customer satisfaction. -Worked with internal teams to resolve issues faster, reducing onboarding delays by 25%. - Provided timely solutions to customer issues, helping reduce customer churn by 15%. - Analyzed customer issues and provided tailored solutions that improved platform usage and reduced churn. - Managed orders, scheduling, and technical support to maintain seamless service delivery. Customer Service Specialist Zuum App | Los Angeles, US | Remote | Full-Time | June 2020 – July 2022 - Delivered multi-channel customer support and consistently met satisfaction and response-time targets - Managed 50–80+ customer requests daily through Freshdesk, ensuring timely, accurate, and professional issue resolution. -De-escalated complex customer concerns, significantly reducing complaint escalations. - Maintained precise customer interaction records, enabling efficient follow-ups and service continuity. -Worked with internal teams to improve communication, reducing issue resolution time by 20%. -Helped improve support systems and processes, leading to a 15% increase in service efficiency.