JEROME PATIENCE SIMEON
PROFESSIONAL SUMMARY
Customer Service Specialist with 3+ years of experience delivering fast, accurate, and
empathetic support across phone, chat, and email channels. Proven success in resolving
inquiries, troubleshooting user issues, and improving customer satisfaction through
active listening and relationship-building. Skilled in using Zendesk, HubSpot, Salesforce,
and Freshdesk to manage tickets and maintain seamless support workflows.
Consistently achieves 95%+ CSAT scores, 90%+ first-contact resolution, and reduced
response times by up to 30% through efficient prioritization and process improvements.
Known for being calm under pressure, solution-oriented, and committed to ensuring
every customer feels heard, valued, and supported.
EXPERIENCE
Customer Support Specialist
Digital Witch Support Community | Lagos / Remote |-
● Handled 80+ daily customer interactions across chat, email, and support forums
while maintaining professionalism and empathy.
● Resolved user inquiries, product issues, and account access concerns, achieving a
93% first-contact resolution rate.
● Utilized support tools such as Zendesk / Freshdesk / HubSpot CRM to manage
tickets, track cases, and maintain communication records with 98%
documentation accuracy.
● Troubleshot technical issues by guiding users step-by-step, contributing to a 25%
reduction in repeated support requests.
● Escalated complex issues to product and technical teams with clear
documentation, ensuring timely resolution and minimal downtime.
● Educated customers on product features, updates, and best practices, improving
product adoption and usage efficiency.
● Analyzed recurring support cases and provided feedback to internal teams,
helping strengthen user experience and reduce friction points.
● Participated in chat moderation and community engagement to maintain a safe,
respectful, and supportive online environment.
● Maintained a customer satisfaction score (CSAT) of 95%+ across support
channels.
● Reduced average response time by 30% by improving workflow and prioritization
structures.
● Contributed to a 15% increase in positive user reviews through consistent service
excellence.
● Recognized for delivering empathetic, solution-oriented support and exceeding
monthly performance targets.
Customer Service Representative
First Metro Infrastructural Limited | Lagos |-
● Served as the first point of contact for incoming calls, emails, and walk-in
customer inquiries, handling 50+ customer interactions daily with professionalism
and empathy.
● Assisted customers with service requests, product information, billing inquiries,
and technical support guidance.
● Logged and tracked customer issues using internal CRM tools with accurate
documentation and follow-through.
● Coordinated with operations, field service, and engineering teams to schedule site
visits, service repairs, and installations, ensuring timely project execution.
● Resolved customer escalations effectively, achieving a 90%+ resolution success
rate through proactive and solution-focused communication.
● Processed invoices, payment confirmations, service forms, and account updates
with 99% data accuracy.
● Collected customer feedback and reported recurring issues to support continuous
service improvement and operational efficiency.
● Supported administrative functions, including filing, reporting, and preparing daily
and weekly service logs.
● Maintained a customer satisfaction rating of 94%+ by delivering fast, helpful, and
professional support.
● Improved response time to customer inquiries by 20% through better call handling
and workflow prioritization.
● Strengthened client relationships, contributing to a 12% increase in customer
retention and repeat service engagements.
● Recognized for reliability, teamwork, and excellent communication, consistently
meeting monthly service quality targets.
Customer Service Representative
Champion Brewery Company | Akwa Ibom State |-
As a Customer Service Representative at Champion Brewery Company, I served as the
first point of contact between customers and the brand, ensuring each interaction
reflected our core values of hospitality, product excellence, and customer satisfaction. I
managed customer inquiries across multiple channels and supported the sales and
logistics teams to ensure smooth product delivery and a positive customer experience.
● Delivered prompt, professional, and friendly customer support across phone,
email, in-person, and social media channels.
● Provided product information, recommendations, and guidance to customers to
support informed purchasing decisions.
● Handled customer complaints and feedback with empathy and patience, ensuring
timely and satisfactory resolutions.
● Coordinated closely with sales, warehouse, and distribution teams to track orders,
monitor delivery timelines, and resolve logistics issues.
● Processed orders, invoices, returns, and account updates accurately in internal
systems.
● Maintained detailed records of customer interactions to support follow-ups and
quality assurance checks.
● Collected and documented customer insights to help improve service delivery,
product offerings, and user experience.
● Assisted in organizing promotional events, brewery tours, and customer
engagement activities.
● Ensured compliance with company policies, beverage regulations, and quality
control standards.
● Promoted a positive brand image by maintaining professionalism, product
knowledge, and excellent communication skills.
● Consistently maintained high customer satisfaction ratings due to swift issue
resolution and product knowledge.
● Enhanced customer loyalty and retention by building rapport and providing
personalized support.
● Recognized for strong teamwork, communication, and the ability to remain calm
under pressure.
EDUCATION
● Akwa Ibom State
University
Genetics and Biotechnology
2022
SKILLS
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Communication skill
Active listening
Problem-solving skill
Critical thinking
Phone, email, live chat support
CRM tools specialist
Conflict resolution
CERTIFICATIONS
● Digital Witch Support Community
In-demand IT Skills.
● Alison
Introduction to customer service excellence
● Alison
Customer service skills within Healthcare
● Alison
Diploma in Customer Service.
