About
I am a Customer Success and Technical Account Management professional with hands-on experience in SaaS, customer engagement, and technical support. Most recently, I have worked as a Virtual Assistant at FAST40 since January 2025, building on my experience since 2023 in customer support roles. I have over 1 year of experience in this field.
My work spans onboarding, adoption, and retention strategies using CRM systems such as HubSpot, Salesforce, Zendesk, Zoho, and Go-High-Level. I have resolved customer inquiries, managed client communications, maintained customer-facing content on WordPress, and troubleshot technical issues. I have also guided customers through TurboTax software and ensured HIPAA compliance in healthcare support environments.
Experience
● Resolved 30+ daily customer inquiries via email, chat, and phone, maintaining a 92% first-contact resolution rate.
● Managed client communication and tracked tickets in Go-High-Level CRM, improving follow-up efficiency and reducing missed responses by 25%.
● Maintained and updated customer-facing content on WordPress, ensuring accuracy and an improved digital experience.
● Troubleshot account and technical issues, escalating complex cases to specialized teams, and reducing resolution delays by 15%.
● Documented solutions and built a reusable knowledge base, boosting support efficiency and customer self-service.
Go-High-LevelWordPressCustomer Support
Customer Support & Tax Prep Assistant
Foundever (Intuit TurboTax Campaign)
Jan 2024 – Apr 2024
● Guided 40+ customers daily through TurboTax software, resolving technical issues and ensuring smooth tax filing.
● Scheduled and coordinated 20+ weekly tax appointments, improving customer satisfaction with tailored support.
● Maintained detailed customer records in Salesforce CRM, enabling personalized follow-up and reducing repeat inquiries.
● Delivered clear, step-by-step guidance with empathy, achieving 95%+ satisfaction scores throughout the campaign.
TurboTaxSalesforceCustomer Support
Customer Support Specialist
Maximus
Nov 2023 – Dec 2023
● Provided support to 50+ daily customers via phone, email, and chat, ensuring professional and empathetic resolutions.
● Improved first-contact resolution rates by 18% through accurate and efficient troubleshooting.
● Collaborated with cross-functional teams to resolve escalated issues, reducing ticket backlog and resolution times.
● Ensured strict compliance with HIPAA regulations when handling sensitive healthcare information.
HIPAA ComplianceCustomer SupportTroubleshooting
Education
Rufus Giwa Polytechnic, Owo, Ondo State, Nigeria
HND · Civil Engineering
2009 – 2015
Skills
churn reductionRetention StrategiesOnboarding & Training
Languages
English (Native or bilingual proficiency)
