Janeth Obasi

JANETH OBASI Remote Customer Support Specialist Nigeria (GMT+1) LinkedIn | Portfolio | Remote-Ready PROFESSIONAL SUMMARY Customer Support Specialist with 3+ years of experience supporting customers in high-volume remote environments. Skilled in handling 50+ daily inquiries across phone, email, and chat while meeting SLAs and maintaining strong CSAT. Experienced with Zendesk and Freshdesk for ticket management, issue investigation, and first-contact resolution. Known for clear communication, problem-solving, and maintaining calm, professional support in fast-paced teams. CORE COMPETENCIES ●​ Multi-channel support ●​ CRM/ticketing systems ●​ Customer onboarding & (phone, email, chat) (Zendesk, Freshdesk) product education ●​ High-volume ticket ●​ Conflict de-escalation & ●​ Knowledge base creation & management (50+ daily) retention strategies process documentation ●​ SLA compliance & ●​ Order management & billing ●​ Customer issue investigation first-response optimization support & resolution TECHNICAL PROFICIENCY ●​ ●​ ●​ ●​ Support Platforms: Zendesk (ticketing, macros, reporting), Freshdesk CRM Systems: HubSpot, Salesforce (foundational) Collaboration Tools: Slack, Zoom, Google Meet, Trello, Asana, Google Workspace E-Commerce / Order Management System: Airtable, Excel/Google Sheet, Zoho Invoice PROFESSIONAL EXPERIENCE Customer Support Specialist Lingzhi Global Ltd (Remote) |Mar 2024 - Present ●​ Managed over 50 customer inquiries daily through phone, email, and live chat, while consistently meeting SLA response targets and maintaining strong customer satisfaction. ●​ Improved ticket resolution by organizing Zendesk workflows and building self-help articles that reduced repetitive inquiries, freeing team capacity for complex issues. ●​ Resolved most customer issues on first contact by carefully understanding the problem, checking internal resources, and clearly explaining next steps to customers, reducing back-and-forth and improving customer experience. ●​ Identified and escalated recurring product friction points from customer feedback, leading to quality improvements across the product line, which directly reduced support ticket volume. Customer Support Specialist KyngSize Clothing (E-Commerce, Remote) | Sept 2022 - Nov 2023 ●​ Handled 30+ daily inquiries via phone, email, and chat regarding product details, custom sizing, and order tracking. ●​ Converted over 45 monthly warm leads into consultations through personalized follow-up and scheduling support, directly contributing to sales pipeline growth. ●​ Reduced order fulfillment delays by streamlining communication between sales, logistics, and support teams, improving delivery times and customer satisfaction. ●​ Reduced ‘where is my order?’ inquiries by implementing automated Airtable notifications at key production stages, proactively reducing support volume and customer anxiety. EDUCATION & CERTIFICATIONS ●​ ●​ ●​ ●​ HIPAA Compliance Certification- Accountable Customer Service Fundamentals - Alison Asana Workflow Specialist - Asana Academy Higher National Diploma (HND), Public Administration- Abia State Polytechnic - 2022 REMOTE WORK READINESS ●​ Dedicated home office with reliable Internet connection ●​ HP Laptop, Intel Core i7 (10th Gen), 16GB RAM, 512GB SSD, Windows 11 | Logitech Wired Headset | Built-in Webcam | 35 Mbps High-Speed Internet Connection | Mobile Data Backup | Inverter Backup Power ●​ Flexible across time zones ●​ Self-motivated and KPI-driven in remote environments