Customer Service Representative

Samson brings 5.5 years of experience as a Customer Support Specialist for a US edtech company, later promoted to Customer Support Team Lead. He is willing to work hands on as a customer support agent, Seeking a new opportunity due to company closure. Served as the main point of contact for escalations, handling emails, live chats and calls while ensuring smooth daily operations. Managed approximately 150 to 200 customer interactions per day. Experience includes addressing inquiries, resolving payment and service issues and coordinating with relevant internal teams. Role required full English communication with US and EU clients, with about 90 percent of customers based in the United States. Uses Windows hardware and prefers to receive company equipment. Available with a two week notice period. Preference for morning or day shifts. English - B2+

Bachelor - Business Management

Ilia State University

Customer Support Specialist — Jan 2020 – Present

• Delivered exceptional customer support in a fast-paced environment, assisting 200+ customers daily

• Managed customer interactions through CRM systems, ensuring accurate documentation and follow-up

• Resolved customer inquiries efficiently while maintaining high satisfaction levels

• Escalated complex issues to appropriate teams and monitored resolution progress

• Analyzed customer feedback and provided recommendations for product and service improvements

• Collaborated with cross-functional teams to resolve issues and enhance support processes

• Contributed to improving customer experience and operational efficiency

Sales representative | SBC — Jan 2017 – Jan 2020

• Built and maintained strong relationships with key accounts and customers

• Identified new business opportunities and contributed to revenue growth

• Negotiated and successfully closed complex sales agreements with high-value clients

• Delivered product presentations and consultations to prospective customers

• Worked closely with internal teams to ensure customer satisfaction and retention

• Consistently met or exceeded sales targets through proactive account management

• Strengthened customer loyalty through effective communication and relationship-building skills