Loveling Augustine Samuel

LOVELING AUGUSTINE SAMUEL CUSTOMER SUPPORT SPECIALIST Remote - Global | Flexible Schedules | linkedin.com/in/lovelinaugustinesamuel Customer Support Specialist with 4+ years of experience driving customer retention and revenue growth. Manages 120–150 daily tickets across voice, email and chat while maintaining 90% CSAT and 85% FCR. Specializes in turning escalations into positive outcomes, improving customer loyalty and lifetime value. Experienced in end-to-end issue resolution, cross-functional collaboration, and fast, clear communication. Proficient in Zendesk and CRM systems, with a strong focus on reducing friction, improving response time and delivering consistent service quality. CORE COMPETENCIES ●​ ●​ ●​ ●​ ●​ ●​ ●​ Email, Chat & Phone Support High-Volume Ticket Management Customer Retention & Escalation Handling Cross-Functional Collaboration CRM Tools: Zendesk, Genesys, HubSpot Customer Onboarding & User Guidance KPI Management: CSAT, FCR, AHT, SLA PROFESSIONAL EXPERIENCE Customer Support Specialist Sterling Oil Exploration & Energy Production Company | Jan 2024 – Aug 2025 ●​ Managed 50–60 daily client inquiries across teams, maintaining SLA compliance and ensuring smooth service delivery. ●​ Supported key accounts with renewals, upgrades and payments, contributing to revenue growth and customer retention. ●​ Resolved complex escalations with cross-functional teams, reducing resolution time by 20% and improving service reliability. Used CRM tools (Zendesk and HubSpot) to track and manage cases. ●​ Monitored account activity to prevent issues early, reducing repeat incidents and maintaining long-term customer loyalty. Guided customers on product usage and onboarding where needed. Customer Service Representative (Remote) iSON Xperiences | Apr 2021 – Oct 2023 ●​ Managed 120–150 daily customer interactions across voice, email and chat, ensuring SLA compliance using Zendesk. ●​ Maintained 87% CSAT, 85% FCR, and 90% QA, ensuring fast and accurate resolution of customer issues. ●​ Reduced repeat contacts by identifying root causes and delivering complete, first-time resolutions. ●​ Mentored new hires on ticket handling, documentation and escalation processes, contributing to a 10% increase in team QA performance and service consistency. Customer Service Representative Leadway Assurance Company | Sept 2020 – Mar 2021 ●​ Resolved 150+ monthly inquiries related to policies and claims while maintaining 85%+ quality standards and meeting SLA targets. ●​ Corrected billing and policy errors with 98% accuracy, reducing follow-up contacts by 20%. ●​ Improved documentation standards and response consistency, contributing to faster resolution times and better customer experience. EDUCATION Diploma – Information Security | 2016 Scholars International Institute of Technology (Online, India) Focus: data protection, compliance, and secure handling of customer information CERTIFICATIONS ●​ Dreamport – Independent Travel Manager Certification | 2026 ●​ Oxford Home Study Centre – Diploma, Customer Services | 2025 ●​ iSON Xperiences – Certificate, Customer Services | 2021 ADDITIONAL INFORMATION ●​ Fully equipped and reliable remote workspace with stable internet. ●​ Experienced in working independently within distributed cross-functional teams. ●​ Available for flexible schedules across time zones.