OSOWOM SANDRA OBIGBOR
Federal Housing Lugbe, Abuja, Nigeria | - |-|
https://www.linkedin.com/in/osowomobigbor
SUMMARY
Results-driven Customer Support Specialist with over 4 years of experience delivering exceptional service and resolving client issues
across IT and SaaS environments. Skilled in troubleshooting, knowledge management, process improvement, and creating clear,
easy-to-use guides that empower customers. Proven ability to manage inquiries with empathy and professionalism while working
collaboratively with teams to enhance service delivery.
EDUCATION
University of Benin – Benin City, Nigeria
BA, Theatre Arts
January 2014 – September 2018
WORK EXPERIENCE
CUSTOMER SUPPORT SPECIALIST
October 2024 – Present
BOOMERANGME, INC – DELAWARE, USA
● Deliver top-notch technical support to clients, assisting with account setup, troubleshooting, and resolving platform-related
inquiries.
● Guide customers through API configurations and third-party integrations (GoHighLevel, Mailgun, Stripe, SMTP), creating smooth
data flow and compatibility across their tools.
● Liaise directly with product and engineering teams to identify and resolve complex technical issues.
● Develop and update FAQs and knowledge base articles to improve self-service and reduce repetitive support inquiries.
PROOFREADER/QUALITY ASSURANCE ANALYST
March 2023 – September 2024
READRLY LIMITED – LONDON, ENGLAND
● Conduct comprehensive checks and edits of various stories and images to ensure their suitability.
● Foster close collaboration with writers and the image generation team, offering valuable feedback and suggestions to enhance
the effectiveness of their work.
● Rectify grammar, spelling, punctuation, syntax, and formatting errors to ensure accuracy and adherence to style guidelines.
● Maintain consistency in language usage, style, and tone throughout the stories to ensure a cohesive and engaging reading
experience.
CUSTOMER SERVICE ANALYST/KNOWLEDGE MANAGER
March 2021 - June 2023
BYTEWORKS TECHNOLOGY SOLUTIONS LTD – ABUJA, NIGERIA
● Managed day-to-day IT Service Desk operations, ensuring requests and incidents were resolved within SLAs with an 85%
resolution rate.
● Created and branded comprehensive user guides, ensuring proper sign-off by relevant parties.
● Effectively documented new findings and processes to keep track of engagements and project outcomes using ITIL standard
which resulted in a 20% decrease in escalations to Tier 3 support.
● Maintained knowledge management processes, facilitating easy access and flow of knowledge within the organisation.
CUSTOMER SERVICE REPRESENTATIVE
June 2019 - September 2020
MOSY GLOBAL SERVICES NIGERIA LIMITED – ABUJA, NIGERIA
● Supervised payments via payment channels and handled all sensitive information professionally and discretely.
● Developed great client relationships as a result of excellent listening, research skills and keen understanding of travel budgets.
● Performed general clerical duties relevant to travel reservations, itineraries and visa application.
● Worked independently in providing travel services by email and phone
● Consistently fostered business growth by providing exceptional travel advice and guidance.
VOLUNTEER ACTIVITIES
ICRC(NIgerian Red Cross Society) Provided comfort and care to those in need.
June 2019 - May 2020
SKILLS
•Proficient in Microsoft Office •Strong Analytical and problem-solving skills •Verbal and written communication skills •Proofreading
•Quick Adaptation skills •Multi-Tasking and Prioritising •Good planning and organisational skills •Knowledge Management
•Customer retention •Customer relationship management •Project management tools (Jira, Azure DevOps and Basecamp)
•Collaboration and communication tools (Slack, Skype, Openphone, YouTrack, Google Suite, Microsoft Office, Intercom and
Freshdesk)
LANGUAGE
English
CERTIFICATIONS
GOOGLE PROJECT MANAGEMENT
HEALTHCARE IT SUPPORT (JOHNS HOPKINS UNIVERSITY)
VIRTUAL ASSISTANT (ALX)
TECHNICAL SUPPORT FUNDAMENTALS (GOOGLE)
INTRODUCTION TO BUSINESS MANAGEMENT (KING’S COLLEGE LONDON)
