Silverline Godwin

SILVERLINE FESOCHUKWU GODWIN Customer Support Specialist | Virtual Assistant Enugu, Nigeria |-| UTC+1 Email Support · Live Chat · Social Media Support · CRM Management · Remote Work Ready PROFESSIONAL SUMMARY Customer Support Specialist and Virtual Assistant with 6+ years of customer-facing experience across hospitality and remote support environments. Certified in In-Demand IT Skills by Digital Witch Support Community, covering customer service, CRM, virtual assistance, workflow automation, lead generation, and remote platform management. Currently completing a Customer Support Specialist Training at Sweetlyn Creatives, actively upskilling in modern support practices and tools. Proficient in Zendesk, Freshdesk, Zoho Desk, Zoho CRM, Pipedrive, Salesforce, HubSpot, and Gorgias. Skilled at managing multi-channel support with a calm, professional, and customer-first approach. CORE COMPETENCIES Helpdesk & CRM Tools: Zendesk · Freshdesk · Zoho Desk · Zoho CRM · Salesforce · Pipedrive · HubSpot · Gorgias Support Channels: Email Support · Live Chat · Social Media Support · Cold Calling · Warm Calls · Appointment Setting VA & Admin Skills: Calendar Management · Email Management · Lead Generation · Workflow Automation · Project Management Tools Productivity Tools: Google Workspace · Slack · Zoom · Google Meet · Microsoft Office Soft Skills: Complaint Handling · SLA Management · Escalation Resolution · Account Management · Written Communication WORK EXPERIENCE Customer Support Representative Callizzu Creed Feb 2021 – Feb 2025 • Managed and resolved customer inquiries across email, live chat, and social media channels with consistently high satisfaction ratings • Handled ticket queues and account management using CRM and helpdesk platforms, ensuring timely resolution within SLA requirements • Responded to customer complaints with professionalism and empathy, de-escalating tense situations effectively • Maintained accurate customer records and interaction logs using Salesforce and HubSpot CRM • Coordinated scheduling, calendar management, and follow-ups to ensure seamless customer communication • Collaborated with internal teams via Slack and Zoom to resolve complex or escalated cases • Drafted email templates and macros to improve response speed and consistency across the support team Front Desk Receptionist De Angelo Hotel and Suites May 2018 – Jan 2021 • Served as the first point of contact for all guest inquiries, requests, and complaints in a high-volume hospitality environment • Resolved guest concerns promptly and professionally, maintaining a calm and solution-focused approach at all times • Managed reservations, check-ins, check-outs, and appointment scheduling while maintaining accurate guest records • Coordinated with housekeeping and management teams to ensure seamless guest experiences • Consistently delivered courteous, brand-appropriate service that contributed to strong guest retention EDUCATION B.Tech – Science Laboratory Technology Institute of Management and Technology (IMT), Enugu 2018 – 2023 CERTIFICATIONS & TRAINING Customer Support Specialist Training | In Progress Sweetlyn Creatives April 2026 – Present Currently upskilling in modern customer support practices, helpdesk tools, communication, ticket management, and remote support workflows In-Demand IT Skills Certification | Certificate ID: DWSC22373 Digital Witch Support Community April 2026 Skills covered: Customer Service · Virtual Assistance · Technical Support · Technical Sales · CRM · Lead Generation · Email Marketing · Email Management · Account Management · Workflow Automation · Calendar Management · Cold Calling/Warm Calls · Project Management Tools · Airbnb & Itinerary Management · Upwork & Remote Platforms · Appointment Setting · Telemarketing · Continuous Improvement Customer Service Certification HubSpot Academy 2024 Certified in customer support best practices, CRM management, and service hub tools Data Entry Training Digital Dreams Academy 2023 – 2024 LANGUAGES English — Full professional proficiency AVAILABILITY Available immediately for remote roles · UTC+1 (West Africa Time) · Responsive within business hours