Timothy Friday

TIMOTHY FRIDAY -- CUSTOMER SUPPORT SPECIALIST TECHNICAL SKILLS SUMMARY ● Zendesk I'm a committed Customer Support Specialist with a deep understanding of the frustrations clients encounter when their needs aren't met with empathy and efficiency. With over six years of experience utilizing CRM tools such as Hubspot,Zendesk, Intercom and Slack, to not only meet but exceed customers' expectations while enhancing brand reputation and loyalty. ● Hubspot ● Intercom ● Slack ● Communication Skill SOFT SKILLS EXPERIENCE ● Communication Skill ● Listening Skill ● Empathy Customer Support Specialist - PRIMEVAULT (Remote) June 2021 - Dec 2023 ● Provided exemplary customer support via phone, email, and live chat, consistently exceeding performance metrics. ● ● CERTIFICATIONS ● Digital Witch IT Resolved customer inquiries, complaints, and technical support training issues with a focus on first-call resolution. (CRM) Collaborated with the product development team to communicate customer feedback and contribute to product ● improvements. LANGUAGES Conducted training sessions for new customer support English representatives, sharing best practices and enhancing team efficiency. Customer Service Representative - ENVINE AFRICA March 2020 - June 2022 ● Assisted customers in navigating and utilizing the company's online platform, resulting in increased user engagement. ● Handled escalated issues, demonstrating a calm and professional demeanor to diffuse challenging situations. ● Compiled and maintained comprehensive customer records, ensuring accurate and up-to-date information. Customer Service Manager - FLEXITY ENT. LTD Jan 2018 - March 2020 ● Lead and oversee a team of customer support representatives to ensure efficient and effective resolution of customer inquiries and issues. ● Develop and implement customer service policies, procedures, and standards to maintain high levels of customer satisfaction. ● Monitor and analyze customer support metrics, such as response times, resolution rates, and customer feedback, to identify areas for improvement. ● Provide ongoing training and development opportunities for support staff to enhance their skills and knowledge. ● Act as a point of escalation for complex or escalated customer issues, working closely with cross-functional teams to resolve them promptly. EDUCATION Kaduna State University - BSc. Political Science-