Ikponmwosa

ERHABOR IKPONMWOSA
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SUMMARY
Customer Support Specialist with 6+ years of experience delivering exceptional omnichannel support
across fintech and digital service environments. Skilled in resolving high-volume customer inquiries
through live chat, email, and phone, with expertise in account verification, billing, payments, refunds,
password resets, and technical troubleshooting.

Proficient in Zendesk, Salesforce, Intercom, Zoho CRM, and ServiceNow, with a strong track record of
maintaining SLA compliance, documenting customer interactions, and collaborating with cross-
functional teams to deliver timely resolutions. Recognized for excellent communication, problem-
solving, de-escalation, and consistently achieving high customer satisfaction while exceeding
performance targets.

PROFESSIONAL EXPERIENCE
Customer Support Specialist July 2023 - July 2025
Concentrix, Bulgaria (Remote, Contract)

Responded to customer inquiries through phone, email, or chat, ensuring a professional and
empathetic approach, while maintaining high customer satisfaction and meeting SLAs.
Provided accurate information, while resolving issues efficiently, and escalated complex concerns
when necessary.
Resolved customer issues by investigating account information, troubleshooting problems,
processing requests, and providing accurate solutions on the first contact whenever possible.
Collaborated with quality assurance, team leaders, and other departments to improve service
quality, reduce repeat contacts, and achieve performance targets including CSAT, AHT, and FCR.
Processed account-related requests such as order updates, billing inquiries, refunds, account
verification, password resets, and complaint resolution, depending on the client supported.
Managed and updated customer records in CRM systems, ensuring all interactions, cases, and
follow-up actions were properly documented.
Utilized internal knowledge bases and CRM tools to provide accurate information, comply with
company policies, and deliver a consistent customer experience.

Chat Support Representative Nov 2021 - Dec 2023
Rise Works, USA (Remote, Contract)
Provided chat and email support to customers regarding account-related, and payments inquiries.
Assisted users with account verification (KYC), 2FA, login issues, password resets, and account
recovery.
Guided customers through deposits, withdrawals, and payment status updates.
Maintained a 94%+ Customer Satisfaction (CSAT) score through high-quality customer service.
Documented customer interactions accurately in Intercom and maintained detailed customer
records.
Achieved 92% first-contact resolution for escalated customer issues.
Helped redesign Intercom workflows, reducing first-response time by 28%.
Met service level agreements (SLAs) by responding to customers promptly and efficiently.
Built customer trust through clear communication, empathy, and timely follow-ups.
Helped customers’ employees track their next payroll.

Customer Support Representative July 2019 - Aug 2021
XM, Greece (Remote, Fulltime)
Delivered omnichannel customer support via live chat, email, and phone, resolving
customer inquiries while maintaining high customer satisfaction.
Investigated and resolved issues related to deposits, withdrawals, billing, refunds, and
payment processing.
Guided customers through platform navigation, account settings, and troubleshooting
technical issues.
Maintained a customer satisfaction (CSAT) score of 92%+ by consistently delivering high-
quality support.
Accurately processed account verification requests, contributing to faster customer
onboarding.
Identified recurring customer issues and shared process improvement recommendations
that enhanced team efficiency.
Managed customer interactions using CRM and ticketing systems, ensuring accurate
documentation and timely follow-ups.
Collaborated with Compliance, Payments, and Technical Support teams to resolve complex
customer issues.

EDUCATION
Bachelor of Science In Computer Science Jan 2021 - Feb 2025

LANGUAGE
English C2 (Native)

TECHNICAL SKILLS
Attention to details Multitasking Accessibility
Empathy Time Management Adaptability
Communication Problem-Solving Ability to work under
Critcal Thinking Team Leader pressure
De-escalation

CRM/SAAS TOOLS
Salesforce Slack
ServiceNow Google Workspace
Intercom Zendesk
Notion Zoho
Excel Signal