Taiwo

Taiwo Nasamu Lagos, Nigeria Headline Remote Customer Support Specialist | Multichannel Support (Email, Chat, Phone) | SaaS, CRM & E‑commerce Professional Summary Remote‑ready Customer Support Specialist with 3 years of experience delivering multichannel support for SaaS and e‑commerce businesses. Skilled in Freshdesk, Zendesk, Zoho CRM, and Shopify, with a proven record of cutting response times by 25% and resolving 85% of tickets without escalation. Adept at empathy‑driven communication, conflict resolution, and workflow automation to improve customer experience (CX) and satisfaction (CSAT). Thrives in distributed teams using Slack, Zoom, and Teams. Core Skills ●​ Customer Communication & Service: Multichannel Support (Email, Chat, Phone), Escalation Handling, Customer Retention, CX & CSAT ●​ Technical Support & Ticketing: Freshdesk, Zendesk, Zoho CRM, Jira Service Desk, Shopify Support, SaaS Troubleshooting ●​ Process & Documentation: Workflow Configuration, Quality Control, CRM Administration, Knowledge Base Creation ●​ Soft Skills: Active Listening, Empathy, Conflict Resolution, Time Management, Remote Collaboration, SLA Management Work Experience Digital Witch Support Community – Customer Support Specialist (Intern,Remote- ●​ Delivered email and chat support, reducing average response times by 25%. ●​ Resolved 85% of SaaS application tickets without escalation, boosting first‑contact resolution. ●​ Managed Zendesk and Freshdesk queues, cutting backlog by 30%. ●​ Documented workflows and updated knowledge base, increasing self‑service resolution by 20%. ●​ Collaborated with product and engineering teams to identify recurring issues and recommend fixes. Jabita International Ltd – Customer Service Representative (Hybrid- ●​ Handled 30+ daily customer inquiries via phone, email, and in‑person, maintaining empathy and professionalism. ●​ Escalated complex complaints to management, ensuring timely resolution and improved client satisfaction. ●​ Supported service operations with reporting, documentation, and data entry to streamline workflows. ●​ Balanced onsite and remote collaboration, demonstrating adaptability in hybrid work environments. Certifications ●​ In‑Demand Customer Support Training Certificate – Digital Witch Support Community (2025) ●​ Customer Service & Telesales Professional Certificate – Houston, USA (2015) Education ●​ Diploma in Computer Engineering – Ire Computer College (2002) Additional Information ●​ Available for flexible scheduling across global time zones ●​ Strong communicator with proven ability to collaborate across multicultural teams ●​ Quick learner, adaptable to new tools and processes