VERONICA FOLARIN
Customer Support Representative
Remote
Professional Summary
Customer-Obsessed Support Specialist with 3+ years’ experience delivering fast, empathetic,
and solutions-driven service across SaaS, e-commerce, and fintech platforms. Fluent in written
and spoken English, I’ve reduced ticket resolution times by 50% and improved customer
retention by 20% through clear communication, data-driven decisions, and a proactive mindset.
Skilled in using tools like HubSpot, Freshdesk, and Intercom to exceed SLAs, streamline
workflows, and resolve customer concerns at scale. Known for reliability, calm under pressure,
and a results-oriented approach, whether working independently or within a high-performing
team.
Key Skills
Customer Service | Technical Support | Ticketing Systems | Live Chat & Email Support
CRM (HubSpot, Freshdesk, Intercom) | Customer-Obsessed Mindset | Patience & Empathy |
Written & Spoken English Proficiency | Communication & Interpersonal Skills | Problem-Solving
& Analytical Thinking | Organisation & Time Management | Independent & Team Collaboration |
Onboarding | Escalation Handling | Customer Retention | Order Management | Performance
Metrics | Knowledge-Base Creation | Conflict Resolution
Professional Experience
Customer Support Specialist
Gravity LA – Remote | 2024 – Present
● Delivered quality service across 60+ daily phone, chat, and email interactions with 95%
SLA compliance.
● Resolved client concerns regarding payments, product access, and account issues,
focusing on first-contact resolution.
● Authored over 30 help articles, reducing repetitive inquiries by 35%.
● Partnered with product teams to escalate and resolve persistent issues, cutting ticket
resolution time by 50%.
● Identified upsell opportunities and enhanced customer retention by 20% through
attentive support.
Customer Experience Lead / Creative Director
Vesha Stitches – Abeokuta | 2021 – 2023
● Managed customer inquiries, complaints, and onboarding for over 100 clients per month,
improving satisfaction scores by 50%.
● Designed and implemented new support workflows, reducing complaints by 60%.
● Trained and led a team of 5, enhancing response times and first-contact resolution rates.
POS Support Agent
Guaranty Trust Bank – Lagos | 2017 – 2018
● Assisted over 500 customers with device installation, transaction disputes, and
onboarding support.
● Resolved 95% of POS-related issues within 24 hours, emphasizing problem-solving and
clear communication.
● Maintained accurate records and ensured the protection of sensitive financial
information.
● Contributed to repeat business growth by implementing customer feedback into service
updates.
Education
B.Sc. Psychology
Adekunle Ajasin University – Ondo State, Nigeria
Certifications
● Certified Virtual Assistant – ALX (2024)
● IT Support Digital Training – Digital Witch (2024)
● Data Entry Specialist – Accounting Hub (2024)
Technical Proficiency
CRM & Support Tools: HubSpot, Freshdesk, Intercom, Zendesk
Other Tools: Google Workspace, Microsoft Office, Trello, Dropbox, Slack, Shopify
Work Environment
● Remote-ready with a quiet workspace and strong internet connection.
● Organized, consistent, and committed to delivering thoughtful support from home.
