Mfon James

MFON JAMES Customer Support Specialist | Virtual Assistant | Helpdesk & Operations Lagos, Nigeria (GMT+1 / Remote) • Full-Time (40 hrs/wk) • English: Native • Rapid Response 10+ 10 100% 2 Years Frontline CS CRM Platforms Client Retention Udemy Certifications PROFESSIONAL SUMMARY Customer Support Specialist and Virtual Assistant with 5+ years of hands-on experience across retail, e-commerce, real estate, and SaaS support environments. Certified in Conflict Management and De-Escalation and Customer Relationship Management (CRM). Skilled in CRM and helpdesk tools including Zendesk, Salesforce, Freshdesk, Pipedrive, Gorgias, Zoho CRM, Zoho Desk, HubSpot, Intercom, and OnePage CRM. Experienced in managing live chat, email, and ticket queues while meeting SLA requirements based on company policy. Known for making customers feel heard and valued by using a person-to-person approach, addressing customers by name, and applying the GSAT method to handle concerns with care and respect. Strong in customer complaint resolution, helpdesk setup, internal team collaboration, and clear use of internal notes. Also experienced in writing high-quality knowledge base content backed by strong writing skills. Currently building practical skills in Shopify store setup and e-commerce support to deliver complete customer service solutions. Result: Your revenue flows. CORE COMPETENCIES : Live Chat & Email Support : Ticket Management (Zendesk/Freshdesk etc.) : Conflict De-Escalation : CRM Pipeline Management : Customer Complaint Resolution : First Call Resolution (FCR) : CSAT / NPS Improvement : Helpdesk Setup & Automation : Knowledge Base Writing : Refund & Order Issue Resolution : Canned Responses & Macros : SaaS Product Support : Customer Retention Strategies : Chatbot & Workflow Automation : Shopify Store Setup (In Progress) CRM PLATFORMS & TOOLS Helpdesk / Ticketing: Zendesk, Freshdesk, Zoho Desk, Gorgias, Intercom CRM / Pipeline: Salesforce, HubSpot, Pipedrive, Zoho CRM, OnePage CRM E-commerce: Shopify (Store Setup – In Training), Product Listings, Payment Gateways Communication: Slack, Microsoft Teams, Zoom, Email Support, Live Chat Support Skills: Macros, Canned Responses, Web Forms, Chatbot Automations, FAQs Office Tools: Microsoft Office Suite, Google Workspace, Data Entry PROFESSIONAL EXPERIENCE Customer Support Specialist & Technical Writer | Signheal Global Services | January 2026 – Present Providing high-tier remote support for Founders, SaaS teams, Real Estate investors, and e-commerce brands using modern CRM ecosystems and helpdesk tools. •​ Manage multi-channel tickets and live chat via Gorgias, Zendesk, Salesforce, and Pipedrive, maintaining fast first-response times and high CSAT scores. •​ Troubleshoot SaaS product issues including login errors, subscription billing, and feature access with empathy-first communication. •​ Build and manage Knowledge Base articles, FAQs, and Chatbot Automations to drive customer self-service and reduce ticket volume. •​ Create Macros and Canned Responses to ensure team-wide consistency, tone, and response speed. •​ Handle refund requests, exchange inquiries, and order issue resolution with full professionalism. •​ Set up helpdesk systems, web forms, and support workflows from scratch for new client accounts. •​ Build essential e-commerce website pages (Home, Shop, FAQ) and manage product listings with SEO-optimized descriptions and high-res imagery. •​ Integrate payment gateways and chatbot tools to improve storefront UX and reduce cart abandonment. Customer Success & Support Lead (Email/Chat) | Collectibles Boutique | February 2022 – May 2025 Managed high-volume VIP client inflows and retention for a premium boutique, maintaining white-glove service standards across all written channels. •​ Provided live chat and inbound email support for premium clients, resolving inquiries and escalations with patience and brand-aligned professionalism. •​ Executed personalized email outreach campaigns for new arrivals, driving repeat business and improving customer lifetime value (CLV). •​ Acted as primary point of contact for VIP accounts, managing high-stakes logistics, objection handling, and complaint resolution via digital channels. •​ Built long-term brand loyalty by proactively managing the customer journey from initial inquiry to final delivery, reducing customer churn. •​ Maintained consistent NPS improvements by applying empathy-driven communication and proactive follow-up strategies. Front-End Customer Experience Associate | Shoprite | March 2012 – March 2017 Served as primary brand representative during peak hours, maintaining professional image and accurate service in a high-pressure retail environment. •​ Applied professional de-escalation training to resolve customer disputes with empathy and calm, ensuring positive resolution for every shopper. •​ Maintained a perfect record of professional presentation and service speed while facilitating accurate financial transactions. •​ Participated in monthly service excellence training to continuously refine customer-handling protocols and operational efficiency. •​ Effectively managed diverse customer temperaments during peak holiday seasons without compromising brand integrity. CERTIFICATIONS Certification Provider Issued Master Course in Customer Relationship Management (CRM) 5.0 Udemy April 2026 Conflict Management and De-Escalation in Customer Udemy Service April 2026 EDUCATION Bachelor of Business Administration (BBA) | Pan-Atlantic University | 2019 – 2023 Lagos, Nigeria Diploma in Desktop Publishing | Fas Computer School | 2016 – 2020 Lagos, Nigeria SOFT SKILLS & OPERATIONAL PHILOSOPHY Conflict De-Escalation: Turning high-stakes disputes into long-term brand loyalty. Active Listening: Ensuring customers feel heard and valued using the GSAT method. Human-Centric Service: Using a person-to-person approach to address customers by name Adaptability: Thriving in high-pressure, rapid-response, and remote environments Emotional Intelligence: Handling diverse customer temperaments with empathy and calm Retention Mindset: Focusing on reducing churn while actively increasing CLV. SLA Discipline: A personal commitment to fast response times and service excellence Internal Communication: Maintaining clear internal notes for seamless team collaboration. ADDITIONAL SKILLS & DEVELOPMENT Published Author & SEO Expert: With 5+ years of experience and 6+ books published on Amazon, Payhip, and Selar, I bring elite writing standards to your brand. I’ve authored 665+ SEO articles with multiple #1 Google rankings, including ranking #1 against 50M+ competing articles. I translate this expertise into high-quality technical writing, Knowledge Base, and FAQ content that relieve support and sales professionals. Shopify Store Creation (Active Development): Currently building hands-on expertise in Shopify store setup, theme customization, product listing management, payment gateway integration, and storefront SEO. Actively pursuing Shopify Partner certification to serve the growing e-commerce client globally. …empathy in word and service "Your most difficult customer is someone else's most loyal customer. I make sure they feel valued, and stay with you." ~Mfon James Bright