Sylvia Ubom

SYLVIAUBOM IT Support Specialist PROFESSIONAL SUMMARY Dynamic and professional Application Support Specialist with extensive 5 years’ experience in supporting users across digital platforms. Skilled in troubleshooting application issues and QA support. Focused on creating positive customer journeys, identifying solutions quickly, and maintaining accurate records using CRM systems. Works collaboratively with team members to resolve incidents efficiently and provided SaaS platform support including user configuration and troubleshooting integration issues. Energetic and eager to continue developing skills to maintain high user satisfaction in remote environments. SKILLS Problem-Solving Documentation Software and Platform Testing (UAT Support) Ticketing Management Lead Generation Detail-Oriented Clarity in Speech Appointment Setting Target Achievement PROFESSIONAL EXPERIENCE Appointment Setter/CRM Support at Globe Life Insurance (American Income Division)-Remote Sep 2025- Jan 2025  Maintained accurate client information, and leads appointment in the CRM system.  Logged and tracked user interactions, issues and outcomes to support reporting and operational efficiency.  Followed structured workflows and compliance systems ensuring a positive customer experience and data accuracy.  Managed ticket queues while meeting SLA targets for response and resolution. Customer Sales & Application Support Rep. at Mis-Mee Beauty Ventures Nov2024- Sep 2025 Maintained detailed and up-to-date customer records and support logs using internal CRM systems, ensuring documentation accuracy for auditing, reporting, and service optimization. Identified and documented platform usability issues and customer feedback to improve application performance Responded to inquiries and provided support via calls, text and live chats for online booking for clients. Monitored User satisfaction based on survey forms provided to customers on the company website to improve service delivery. Processed and scheduled appointments for clients. Assisted in user acceptance testing by validating booking updates and workflow changes before rollout Customer Support Rep. At Ontario Mutual Insurance Association (Canada) - Remote Sep 2023-Nov 2024 Handled and provided application support to policyholders, brokers, and prospective clients, providing accurate information on insurance products, coverage options, premium calculations, claims procedures, and policy renewals. Processed and resolved user issues related to policy updates and service requests, including data discrepancies and access issues ensuring compliance with OMIA’s standards and provincial insurance regulations. Collaborated with underwriters, claims adjusters, and IT support to resolve customer issues promptly and coordinate smooth service delivery across departments Logged, tracked and managed incidents using CRM and internal ticketing tools to ensure timely resolution Customer Digital Support At Zenith Bank Plc. Oct 2022 - Sep 2023 Supported customers using digital banking application, mobile apps, internet banking platform and USSD Services to reduce reliance on in-branch services and improve digital engagement Diagnosed and resolve application related issues including login failures, transaction errors and system complaints Educated bank users on proper application usage, improving adoption and reducing repeat incidents. Escalated software bugs and performance issues to technical teams with issues detailed accurately Maintained accurate records of incidents and resolutions in CRM systems ensuring data are ready for audits. University of Benin EDUCATION BSc in Accounting ADDITIONAL SKILLS & CERTIFICATE 2018 Microsoft Office Suite, Google Workspace, Asana, Microsoft Dynamics 365, Microsoft Teams, Salesforce, Jira, Zendesk, Anydesk, Hubspot, Slack, Pipedrive, Digital Marketing & E- commerce - Professional, Product Management-AltSchool Africa