Melford Mathias
12 Adesoji Omirin Street, UBA Bus Stop, Awoyaya, Ibeju Lekki, Lagos, Nigeria
Email:-| Phone:-
Professional Summary
Dedicated Customer Support Representative and Virtual Assistant with extensive experience
in SaaS, healthcare, and education sectors. Adept at troubleshooting technical issues,
assisting customers with complex processes, and providing top-tier client support. Proven
ability to meet quotas, enhance customer retention, and lead teams to success. Passionate
about delivering excellent customer experiences through problem-solving, clear
communication, and strong research skills.
Skills & Competencies
●
●
●
●
●
●
●
●
●
●
●
Customer Support & Retention
Technical Troubleshooting
Research & Problem Diagnosis
Virtual Assistance
Process Documentation
Email, Chat & Phone Support
Microsoft Office Suite & SaaS Tools
Training & Development
Escalation Management
Empathy & Professionalism
Team Leadership
Professional Experience
Trainer | BizMate
November 2022 - Present | Philippines
● Train and guide learners in utilizing the BizMate platform for business efficiency.
● Conduct training sessions, provide real-time support, and offer constructive
feedback.
● Ensure participants effectively apply learned skills to maximize business operations.
● Develop and improve training materials for enhanced learner engagement.
Customer Support Representative | Microsoft (SaaS)
June 2020 - October 2022 | Nigeria
● Provided technical assistance on Microsoft products, including Windows OS, Office
Suite, Azure, and OneDrive.
● Troubleshot and resolved customer issues via phone, email, and chat, ensuring high
satisfaction rates.
● Assisted customers with product installations, updates, and configurations for both
individuals and enterprises.
● Diagnosed technical problems and provided effective solutions while documenting
interactions for future reference.
● Escalated unresolved or complex issues to higher-level support teams when
necessary.
● Educated customers on new features, best practices, and product capabilities.
● Met and exceeded performance quotas: 50-70 emails/day, 20-30 calls/day, and 30-50
cases handled per day.
Customer Support Representative & Supervisor | Citizens Disability
June 2017 - May 2020 | United States
● Assisted clients in navigating the Social Security Disability claims process.
● Explained eligibility requirements, gathered documentation, and guided clients
through applications.
● Maintained detailed records, updated case files, and coordinated with internal teams
for follow-ups.
● Demonstrated empathy and professionalism, ensuring clients felt supported and
informed.
● Promoted to Supervisor, leading a team and managing escalated supervisor calls.
● Consistently met quotas: 60 calls/day, 40-60 emails/day, and online chat support.
Education & Certifications
● Microsoft Product Support Certification.
● Customer Service & Communication Training.
Tools & Platforms
●
●
●
●
Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
SaaS Platforms & CRM Tools
Helpdesk & Ticketing Systems
Virtual Assistance Software
Languages
● English (Fluent)
