Lilian Otugo

Lilian Otugo--Ebonyi State, Nigeria PROFESSIONAL SUMMARY Detail-oriented Customer Support Specialist with 3 years of experience delivering outstanding service across live chat, phone and email. Skilled in Freshdesk, Intercom and HubSpot, resolving inquiries promptly while ensuring SLA compliance. Adept at creating clear knowledge base articles, automating workflows to prevent backlogs and using snippets/macros for fast, consistent responses. Known for empathy, patience and professionalism, driving customer satisfaction, retention and business growth. CORE COMPETENCIES Omnichannel Support (Live Chat, Email, Phone) Freshdesk, Intercom & HubSpot CRM SLA Management & Workflow Automation Knowledge Base Article Creation (Self‑Service) Snippets & Macros (Process Standardization) Customer Retention & Relationship Management Empathy, Active Listening & Problem‑Solving Technical Support Basics; MS Office/Google Workspace PROFESSIONAL EXPERIENCE Customer Support Specialist Ernesco Nig Limited Anambra State 2018 – 2020 Handled customer inquiries across multiple channels (live chat, email and phone), ensuring SLA compliance. Resolved issues with empathy and patience, leading to high customer satisfaction and retention. Created easy to understand knowledge base articles to promote customer self service. Automated workflows to prevent SLA breaches and reduce backlog. Utilized snippets and macros to provide organized, efficient and professional support responses. Secretary Okorie & Associates Law Chamber Ebonyi State 2021 – 2024 Provided administrative support to 4 lawyers by managing schedules, drafting correspondence and maintaining case files. Handled client communications and ensured accurate documentation for legal proceedings. Coordinated meetings, maintained confidentiality and improved office organization. EDUCATION B.Sc. Food Science and Technology Ebonyi State University, Abakaliki- CERTIFICATION AND TRAINING In‑Demand IT Skills Training Digital Witch Support Community 2025 TOOLS AND TECHNOLOGIES Freshdesk Intercom HubSpot MS Office Google Workspace Trello Asana