Festa Ubah

Ubah Festa Lagos, Nigeria +234‑- –- PROFESSIONAL SUMMARY Dedicated and people-focused Customer Support Specialist with 4+ years of experience in delivering responsive, empathetic, and solution-driven service across live chat, email, and phone channels. Adept at troubleshooting technical issues, resolving complaints, managing CRMs, and improving support documentation. Proficient in Zendesk, HubSpot, Freshdesk, and digital communication platforms. Known for excellent communication skills, attention to detail, and ability to thrive in remote, fast-paced environments. Committed to ensuring every customer feels supported and valued at every stage of their journey. CORE SKILLS & COMPETENCIES Live Chat, Email & Phone Support Empathy & Active Listening Conflict Resolution & Complaint Handling CRM Tools: Zendesk, HubSpot, Freshdesk Product Knowledge & Onboarding Writing Support Documentation & FAQs Time Management & Multitasking Technical Troubleshooting Google Workspace & Microsoft Office Adaptability & Remote Readiness Team Collaboration (Slack, Trello, Zoom) Attention to Detail & Data Entry _____________________________________________________________________________________ PROFESSIONAL EXPERIENCE Customer Support Specialist Oseland Home School | Ago Okota, Lagos, Nigeria | April 2022 – December 2024 Delivered timely and professional support via chat, phone, and email, achieving a 98% satisfaction score. Troubleshot account and technical issues, resolved complaints, and escalated critical cases. Maintained and updated customer records in HubSpot CRM. Created and revised internal documentation to improve team knowledge and consistency. Collaborated with technical and admin teams to implement solutions based on recurring customer feedback. Customer Support Specialist Primarks College | Ago Okota, Lagos, Nigeria | March 2020 – March 2022 Responded to inquiries across digital channels and supported users with platform navigation and access. Assisted in onboarding and user training with clear walkthroughs and written guides. Managed internal ticket tracking via Google Sheets and helped streamline communication across departments. Handled sensitive or frustrated users with empathy and patience, achieving positive resolution outcomes. . _____________________________________________________________________________________ EDUCATION Bachelor in Education/Economics University of Nigeria | Nsukka, Enugu State, Nigeria _____________________________________________________________________________________ certificates and licence IT & Admin Support Certificate – Digital Witch Support Community (Dec 2024) Customer Service Skills Certificate – ALISON