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Registration: 03.03.2025

Victoria Anthony

Specialization: Customer-Focused Support Specialist
— Customer-Focused Support Specialist: Proven ability to resolve complex issues, enhance customer satisfaction, and streamline support processes, resulting in positive customer experiences. — Technical Proficiency: Expertise in CRM and support tools (including HubSpot, Zendesk, etc.), workflow management platforms, and automation tools like Zapier. Skilled in leveraging AI features for efficient support. — Results-Driven Performer: Can consistently achieve high SLA adherence rates through effective problem-solving, collaboration, and knowledge utilization. Holds a Google IT Support Professional Certificate.
Customer Service Slack Intercom API Zendesk macOS
— Customer-Focused Support Specialist: Proven ability to resolve complex issues, enhance customer satisfaction, and streamline support processes, resulting in positive customer experiences. — Technical Proficiency: Expertise in CRM and support tools (including HubSpot, Zendesk, etc.), workflow management platforms, and automation tools like Zapier. Skilled in leveraging AI features for efficient support. — Results-Driven Performer: Can consistently achieve high SLA adherence rates through effective problem-solving, collaboration, and knowledge utilization. Holds a Google IT Support Professional Certificate.
Customer Service Slack Intercom API Zendesk macOS

Portfolio

Automating Customer Feedback response using Zapier

● Developed and implemented a Zappier automation to streamline customer feedback responses. This automation connected Google Forms (used for post-resolution feedback collection) with a dedicated Gmail address. By automating the feedback process, customer satisfaction and the feeling of being heard increased by 95%. ● Furthermore, this automation boosted the customer support team's efficiency by 98%, freeing them from manual feedback processing and allowing them to focus on resolving tickets more effectively.

Using JIRA Service desk for IT Support

● A demo account showing how I Use JIRA service desk to streamline IT support tasks which allows customers (internal or external) to easily submit requests (tickets) through a portal or other channels.

Using Intercom for customer support and resolving tickets

● A Demo account showing how i can use Intercom to interact with customers in real-time via chat on websites and apps. While proactively offering help, and gathering feedback, all within Intercom, creating a more personalized and engaging customer experience.

Skills

Technical Support
Customer Support
Zapier
Microsoft 365
Linux
Ubuntu
MacOS
Trello
Slack
ClickUp
Zendesk
Jira
HubSpot
Freshdesk

Work experience

Customer Support Executive
since 02.2025 - Till the present day |Marmeto -Recurpay Subcription
Intercom, Customer Service
● Resolve Customer Issues while navigating their recurpay subscription app on shopy, within the 5 minutes SLA response time.
Customer Service Representative
02.2018 - 03.2023 |Victory Cosmetics Retail Company
Trello, Slack, ClickUp
● Increased sales and customer retention by 98% by effectively addressing customer concerns and recommending tailored product solutions. ● Successfully converted dissatisfied customers into repeat clients by actively listening to their frustrations, empathetically addressing their concerns, and recommending alternative product packages that better suited their individual needs.

Educational background

Management Information System (Masters Degree)
since 2024 - Till the present day
Cyprus International University
Philosophy (Bachelor’s Degree)
2019 - 2023
University of Benin

Languages

EnglishAdvanced