OBIYE OMONZELE FAITH

Customer Support & CRM Specialist

LinkedIn

About

Empathetic and results-driven Customer Support & CRM Specialist with over 2 years of experience enhancing user satisfaction and streamlining operations across digital platforms. Adept in CRM tools, help desk systems, and technical troubleshooting, with a proven ability to create impactful knowledge base content and manage critical KYC processes. Seeking to leverage expertise in a dynamic, customer-centric organization to drive efficiency and elevate customer experience.

Work Experience

Virtual Assistant / Customer Support Specialist

Freelance

Jan 2022 - Dec 2024

Remote, NG

Provided comprehensive virtual assistance and customer support, enhancing user satisfaction and optimizing operational workflows for various digital platforms.

  • Resolved over 150 customer queries weekly across email, chat, and help desk platforms, ensuring efficient problem resolution.
  • Increased user satisfaction by 30% through consistently timely responses and accurate technical troubleshooting.
  • Managed Know Your Customer (KYC) reviews and payment verifications with a 98% accuracy rate, significantly reducing processing delays.
  • Developed and published 20+ Help Center articles, improving user self-service capabilities and decreasing repetitive support tickets.
  • Maintained 100% error-free customer data and reports through diligent updates and organization, ensuring data integrity.
  • Coordinated seamlessly between support, operations, and product teams to expedite issue resolution and enhance cross-functional efficiency.

Education

Human Anatomy

Olabisi Onabanjo University

Sep 2020 - Jun 2024

Ago Iwoye, Ogun State, NG

Certificates

CRM Tools Training (HubSpot / Salesforce / Zendesk)

Various

Customer Relationship Management (AQS Skill)

AQS Skill

Dec 2025

ALX Virtual Assistant Program

ALX

Dec 2024

Languages

English

Skills

Customer Relationship Management

  • CRM
  • Customer Onboarding
  • Customer Retention
  • Customer Satisfaction
  • KYC Processes
  • Support Workflows

Help Desk & Ticketing Systems

  • Intercom
  • Zendesk
  • Zoho
  • Front
  • Help Desk Platforms
  • Troubleshooting
  • Issue Resolution

Productivity & Collaboration Tools

  • Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
  • Google Workspace (Docs, Sheets, Drive, Meet)
  • JIRA
  • Linear
  • Notion
  • Slack
  • Email Platforms
  • Chat Systems

Content & Data Management

  • Knowledge Base Content Creation
  • Help Center Content Creation
  • Customer Data Management
  • Report Generation
  • Data Accuracy

Soft Skills

  • Attention to Detail
  • Effective Communication
  • Analytical Thinking
  • Critical Thinking
  • Time Management
  • Task Prioritization
  • Multitasking
  • Remote Work Efficiency
  • Empathy

Interests

Professional Development

  • Exploring CRM tools (Zendesk, HubSpot, Intercom)
  • Process improvement and workflow optimization
  • Reading business and communication books
  • Online courses on customer experience

Community Engagement

  • Helping others

References

Available upon request

References are available upon request.