# COLLINS IHUOMA - Customer Support Specialist
Source: https://hello.cv/collinsihuoma
linsihuoma01@gmail.com | Lagos

## Links
- LinkedIn | https://linkedin.com/in/collinsihuoma

## About
Results-driven Customer Support Specialist with 1.5+ years of experience delivering high-impact omnichannel support for SaaS and tech organizations. Proven expertise in significantly reducing escalations by 15% and boosting CSAT to 95%, leveraging proficiency in CRM platforms like Salesforce and Zendesk. Actively seeking remote, hybrid, or full-time opportunities globally to apply a data-driven approach and exceptional emotional intelligence to build lasting customer relationships and drive business growth.

## Work
### Customer Support Representative | Global Tech Solutions
Managed omnichannel customer support for SaaS products, resolving complex technical issues and enhancing customer satisfaction and operational efficiency.
- Drove customer satisfaction and efficiency by resolving 60+ daily omnichannel inquiries, consistently achieving a 95% CSAT score through empathetic communication and technical troubleshooting.
- Reduced escalation rates by 15% within the first year and decreased common inquiry volume by 8% over six months by resolving complex SaaS issues and developing comprehensive FAQ content.
- Enhanced CRM data integrity by 10% in Salesforce, meticulously documenting interactions to identify recurring issues, optimize workflows, and inform performance tracking.
- Facilitated cross-functional collaboration with Product, Engineering, and Sales teams, relaying Voice-of-Customer (VoC) feedback that contributed to two product feature updates and enhanced onboarding materials.
- Optimized ticket resolution and queue efficiency by leveraging AI-assisted chatbot triage and smart routing tools, consistently improving First Contact Resolution (FCR) rates and maintaining high-quality service standards.

## Education
### University of Benin | Linguistics

## Languages
- English
- Spanish
- German

## Skills
### CRM & Support Platforms
- Salesforce Customer Success Platform
- Zendesk Support
- Freshdesk
- HubSpot Service Hub
- Intercom
- Help Scout
- Jira Service Desk
- Zendesk Chat
- Intercom Messenger
- Phone/VoIP systems
- Email ticketing
- Social media support platforms
- Generic help desk software
- Ticket management and prioritization
### AI & Emerging Technologies
- AI-Assisted Support Tools
- Chatbot Triage Systems
- Smart Ticket Routing
- Predictive Analytics
- Automation in Support Workflows
### Customer Service & Communication
- Omnichannel Support (Phone, Email, Chat, Social)
- Customer Service Excellence
- CSAT and NPS Management
- First Contact Resolution (FCR)
- Average Handle Time (AHT) Optimization
- SLA Management and Compliance
- Voice of Customer (VoC) Analysis
- Customer Satisfaction
- Net Promoter Score (NPS)
- Active Listening
- Empathy and Emotional Intelligence
- De-escalation Techniques
- Conflict Resolution
- Multichannel Support
- Customer Retention
- Customer Onboarding
- Rapport Building
- Interpersonal Skills
- Written Communication
- Verbal Communication
- Customer Feedback Analysis
- Client Relations
### Technical & Problem-Solving
- Technical Troubleshooting
- Product Knowledge Development
- Critical Thinking
- Issue Escalation Management
- Problem-Solving
- Multitasking
- Time Management
- Adaptability
- High-Pressure Environment Management
- Organizational Skills
- Data Documentation
- Knowledge Base Development
- FAQ Authoring
- Process Improvement
- Root Cause Analysis
- Escalation Management
- Feedback Analysis
### Remote Work & Collaboration
- Slack
- Notion
- Microsoft Teams
- Zoom
- Google Workspace (Docs, Sheets, Drive)
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Asynchronous Communication
- Self-Management
- Distributed Team Workflows
- Digital Documentation
### Data & Reporting
- CRM Data Documentation
- Knowledge Base Authoring
- FAQ Development
- Performance Metrics (FCR, AHT, CSAT, NPS)
- Stakeholder Reporting
- VoC Analysis
- KPI Tracking

## Interests
### Community Engagement
- Community Engagement
### Customer Experience Trends and Strategy
- Customer Experience Trends and Strategy
### Volunteering and Mentorship
- Volunteering and Mentorship
### Local Initiatives and Community Outreach
- Local Initiatives and Community Outreach
### EdTech and E-learning Solutions
- EdTech and E-learning Solutions
### Customer Retention and Loyalty Programs
- Customer Retention and Loyalty Programs
### Support Operations Optimization
- Support Operations Optimization
### Remote Work Culture and Best Practices
- Remote Work Culture and Best Practices

## Source
Read this profile on Hello.cv: https://hello.cv/collinsihuoma
Create your free profile at https://hello.cv