Judith A.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformPortfolios
About
Judith A. is an accomplished Customer Support Specialist and Executive Virtual Assistant with over four years of remote experience working across technology, SaaS, and service industries. She has supported global clients from Nigeria and India in roles that demanded multi-channel communication, CRM management using HubSpot, Zendesk, Salesforce, and GoHighLevel, as well as technical troubleshooting and process optimization. At Jetz Technologies, she successfully onboarded more than 250 clients on SaaS platforms, automated workflows, and tracked customer engagement to increase retention and revenue. Her tenure at Atlantic Programming Solutions involved handling over 120 customer tickets daily, reducing resolution times and collaborating closely with developers on technical issues. Additionally, as an Executive Virtual Assistant at Manaf Design, she managed executive schedules, improved workflow automation with Zapier, and maintained 100% CRM data accuracy. Judith holds an M.Sc. and PGD in Business Administration and is certified in customer onboarding, product management, and technical support.
Experience
Customer Success Specialist
JETZ TECHNOLOGIES · 2024 — PresentOnboarded and provided support to more than 250 clients on SaaS and digital platforms, aimed at maintaining a high satisfaction rate. Enhanced ticket resolution speed by utilizing HubSpot CRM and Zendesk effectively. Established automated follow-up systems to decrease customer churn over a six-month period. Analyzed engagement data to pinpoint upsell opportunities, contributing to revenue growth. Created comprehensive client guides and FAQs that significantly reduced repeat inquiries.Customer Support Agent
ATLANTIC PROGRAMMING SOLUTIONS · 2024 — 2024Processed over 120 customer tickets daily through chat, email, and phone channels, ensuring a high first-contact resolution rate. Optimized ticket escalation and documentation processes, resulting in a reduced average resolution time. Maintained and organized detailed reports within Zendesk and Google Sheets for better workflow visibility. Partnered with developers to troubleshoot complex software issues, leading to a reduction in bug-related complaints. Improved onboarding efficiency for new agents by updating the knowledge base.Customer Service Executive
NGEEK TECHNOLOGY · 2023 — 2024Handled and resolved over 200 client requests weekly, ensuring adherence to SLAs and maintaining customer satisfaction. Boosted support efficiency through the integration of Salesforce CRM for better tracking and reporting. Conducted follow-ups and surveys that improved client retention rates. Facilitated coordination between sales and support teams to reactivate 15% of inactive clients. Developed weekly analytics dashboards for leadership to enhance decision-making speed.Executive Virtual Assistant
MANAF DESIGN · 2023 — 2024Oversaw five executive calendars, scheduled over 50 appointments weekly, and coordinated cross-team deliverables using Google Workspace, Trello, and Calendly. Automated email workflows and client reminders through Zapier, freeing up significant time weekly. Maintained 100% accuracy in CRM records to support customer outreach initiatives. Managed project documentation, invoices, and correspondence, enhancing administrative accuracy. Assisted in onboarding and marketing tasks that contributed to increased project turnaround time.
Skills & Expertise
Education
- Master of Science (M.Sc.) in Business AdministrationNASARAWA STATE UNIVERSITY, NIGERIA · — — 2024
- Postgraduate Diploma (PGD) in Business AdministrationNASARAWA STATE UNIVERSITY, NIGERIA · — — 2023
- Bachelor of Education (B.Ed.) in Counseling Psychology & Political ScienceIBB UNIVERSITY, NIGERIA · — — 2019
Interested in this professional?
Sign in as an employer to save this profile or invite Judith A. to a job.
Sign in as an employer