Wilson

WILSON MBA
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LinkedIn: Wilson Mba

PROFESSIONAL SUMMARY
Customer-focused and results-driven Customer Support Specialist with over 5 years of experience in B2B &
B2C support, customer relationship management, and issue resolution. Adept at handling high-volume
inquiries, ticket resolution, customer onboarding, providing exceptional customer experiences, and optimizing
support processes. Skilled in CRM platforms (Salesforce, Bitrix24, HubSpot, Zendesk, Pipedrive) and
multichannel support (email, phone, live chat). Proven ability to drive customer satisfaction, enhance retention,
and resolve issues efficiently. Passionate about delivering empathetic, efficient, and proactive customer
service to foster loyalty and business success

KEY ACHIEVEMENTS
Consistently maintained 95%+ first-contact resolution rate, exceeding company targets.
Increased overall customer retention by 20% across multiple companies through proactive engagement
and personalized support.
Reduced average response time across all support channels, ensuring 24-hour or faster resolution.
Successfully managed high-volume customer interactions across email, phone, and live chat, maintaining
a 24-hour response time.
Collaborated on launching AI sales flows for over 10 clients, increasing their average chat-to-sale
conversion by 15–20%.

WORK EXPERIENCE

Customer Support Representative, I&H Furniture Home (UK) Jan 2024 - May 2025

Resolved 95% of customer inquiries within the first interaction, ensuring seamless user experiences.
Increased customer retention by 20% through proactive follow-ups and personalized support
strategies.
Reduced support tickets by 10% by identifying recurring issues and recommending process
improvements.
Improved service adoption by 15%, driving higher engagement through targeted customer
communication.
Managed high-volume customer interactions across email, phone, and live chat, maintaining a 24-
hour response time.
Coordinated with production teams to ensure timely order fulfillment and customization accuracy.

Customer Support Representative, MaidPro (Boston, USA) Mar 2021 - Nov 2023

Managed client relationships to ensure efficient service delivery and high satisfaction.
Increased customer retention by 18% through follow-up strategies and loyalty programs.
Contributed to a 15% boost in client acquisition by identifying high-potential market segments.
Delivered multichannel support (phone, email, chat), ensuring timely issue resolution.
Collaborated with internal teams to improve workflows and customer experience.
Collected and analyzed feedback to develop actionable improvements.
Customer Support Specialist, Davatye (USA) Jan 2018 - Mar 2020

Successfully resolved 95% of customer inquiries on first contact, boosting satisfaction.
Enhanced client retention by 20% through proactive engagement and support.
Supported event registration and ticketing processes, ensuring seamless user experience.
Managed high-volume inquiries with fast response times and high resolution rates.
Worked with marketing teams to implement customer feedback for service improvements.

EDUCATION

Bachelor's Degree in Mass Communication - Michael Okpara University

CERTIFICATIONS & TRAINING
Certified in Salesforce & CRM Tools
Jobberman Soft Skills Training
General Remote Work Skills Certification
AI Sales Messaging & Lead Qualification (Sellrise Internal Certification -2025)

TECHNICAL SKILLS

CRM Platforms: Salesforce, HubSpot, Bitrix24, Zendesk, Pipedrive, Zoho, Asana
Multichannel Support: Live Chat, Email, Phone Support
Productivity Tools: Microsoft Office Suite, Google Workspace, Notion, Slack
Problem-Solving & Conflict Resolution
Customer Retention & Relationship Management
Data Analysis & Customer Insights
Time Management & Multitasking