Open To Work
PRECIOUS ABUGO
Springboard
Asaba,DE
Work Preference
Job Search Status:
Open to work
Desired start date:
2 weeks notice
Desired Job Title
Customer Support Team LeadCustomer Support AgentIndexer and Data Operations SpecialistData Entry and Reporting Specialist
Work Type
Full TimePart Time
Location Preference
Remote
Important To Me
Career advancementWork-life balancePersonal development programsCompany CultureFlexible work hours401k matchTeam Building / Company RetreatsPaid sick leave
1
Certification
5
years of professional experience
Dynamic Customer Support and Operations Specialist with a proven track record of delivering exceptional remote customer service, onboarding support, and virtual assistance. Expertise in managing customer inquiries across chat, email, and CRM platforms while consistently achieving high satisfaction levels. Skilled in issue resolution, documentation, KPI tracking, and implementing workflow improvements to enhance operational efficiency. Committed to fostering collaboration within remote teams to drive productivity and deliver outstanding results.
Work History
Customer Support Team Lead
1 Year 7 Months- Lead a remote customer support team of 5-8 agents, overseeing daily operations and managing 200+ customer inquiries weekly across multiple support channels.
- Drive improvements in support workflows, response processes, and knowledge resources, reducing average handling time by 12% while improving team efficiency.
- Monitor customer service KPIs, SLA performance, and quality metrics to maintain 95% compliance and strengthen support delivery.
- Coach and support team members through performance guidance, process updates, and operational best practices to improve productivity by 10%.
- Manage customer support documentation, reporting processes, and operational records supporting 40+ remote contributors.
- Collaborate with cross-functional teams to identify recurring customer issues, improve processes, and enhance the overall customer experience.
Customer Support Agent
10 Months- Handled 20 to 58 customer interactions daily through chat, email, and virtual support platforms.
- Maintained customer satisfaction ratings above 90%.
- Resolved 70 to 85% of customer concerns during first contact.
- Assisted more than 500 customers annually with onboarding, account support, and issue resolution.
- Conducted Zoom onboarding sessions that reduced repeat support requests by 30%.
- Maintained accurate CRM records and follow-up documentation for 500+ customer cases annually.
Indexer and Data Operations Specialist
1 Year- Processed and verified over 1,000 historical and digital records.
- Collaborated with a team of 20+ remote contributors on large-scale indexing projects.
- Corrected more than 500 cataloging inconsistencies.
- Improved indexing efficiency by 25% through process improvements and documentation standards.
Data Entry and Reporting Specialist
1 Year- Entered, reviewed, and maintained 100+ records daily with 96% accuracy.
- Reduced processing errors by 25% through quality-control procedures.
- Generated spreadsheet reports using Excel functions including Pivot Tables and VLOOKUP.
- Organized and maintained digital filing systems supporting operational reporting.
- Analyzed operational data and prepared reports to support decision-making and process improvements.
Education
Associate of Applied Science - Applied Business Management
Bachelor of Science (B.Sc.) - Applied Business Management
Skills
Customer support via chat and email
Feedback delivery
CRM and support ticket management expertise
Customer documentation management
Microsoft Excel & Spreadsheet Reporting
Operational workflow optimization
Remote Team Collaboration
Escalation handling
Certification
- Business Administration Certification
- Business Leadership Certification
- Medical Billing & Coding Fundamentals Certification
Timeline
Customer Support Team Lead
Springboard
01.2025 - CurrentRead More
Customer Support Agent
Global Managed Services
01.2024 - 11.2024Read More
Indexer and Data Operations Specialist
FamilySearch
01.2023 - 01.2024Read More
Data Entry and Reporting Specialist
Bloom HR / FamilySearch
01.2022 - 01.2023Read More
Brigham Young University
Associate of Applied Science from Applied Business Management
Read More
Brigham Young University
Bachelor of Science (B.Sc.) from Applied Business Management
Read More