Faith Oni

I am a highly accountable and detail-oriented professional with a strong foundation in IT operational principles, technical communication, and real-time customer relationship management (CRM). My journey has equipped me with a unique blend of customer-facing empathy and technical accuracy, making me an effective asset in fast-paced service and support environments.

I excel at bridging the gap between customer needs and technical processes, ensuring seamless operations, robust data integrity, and exceptional service delivery.

Core Areas of Expertise

My focus is on driving efficiency and clear communication across all touchpoints:

• Exceptional Technical Support: Proficient in handling high-volume inbound channels (phone, live chat, email). I specialize in providing solution-focused support, simplifying complex policies, and maintaining a consistently professional and calm tone under pressure.

• Operational Reliability & Data Integrity: Proven ability to manage detailed operational tasks simultaneously, including complex scheduling, booking modifications, and ensuring all interactions are logged precisely within the CRM/ticketing platform for team visibility and audit accuracy.

• Soft Sales & Lead Nurturing: Experienced in consultative communication, I naturally identify opportunities to add value for customers (e.g., recommending upgrades or service bundles). I am proactive in lead outreach and follow-up, aiming to convert interested prospects into paying customers.

• Reporting & Performance Monitoring: Skilled in leveraging analytics from ticketing systems to report on key performance indicators (KPIs), including First Response Time (FRT), Average Resolution Time (RT), and Ticket Volume, to contribute actionable insights to management.

Key Tools & Platforms

I am highly adaptable to new software and proficient with standard remote work systems:

• CRM & Ticketing: Zendesk, Freshdesk/Freshchat,

• Scheduling & Operations: Online Scheduling Software (e.g., Acuity Scheduling), appointment management, and status updates.

• Communication: Cloud-based phone systems, Live Chat, Microsoft Teams/Slack, and professional email correspondence.

• Documentation: High proficiency in documenting processes and maintaining accurate, organized internal knowledge bases.

I am seeking long-term opportunities where reliability, attention to detail, and a commitment to continuous performance improvement are valued.