Faithfulness Obhiokhena

I’m Faithfulness, a Customer Support Leader with 5+ years of progressive experience across B2C and B2B support environments, currently leading teams at two global companies as a Support Manager and a Team Lead. I specialize in building scalable, data-driven and human-centered support systems that reduce ticket volume, improve SLA compliance and empower agents to deliver fast, empathetic resolutions, whether in live chat, email or asynchronous environments. What I Do Best: • Lead high-performing remote support teams across time zones • Design internal QA programs and agent coaching frameworks to ensure consistency • Build automated workflows and ticket routing systems in Zendesk, Freshdesk & Salesforce • Own and optimize SLAs, first-response/first-resolution rates and escalation workflows • Collaborate with product, CX and tech teams to eliminate root issues, not just symptoms • Implement training systems, SOPs and feedback loops that cut agent ramp-up by 50% • Build out dashboards (Excel, Notion, Google Data Studio) to track KPIs in real-time • Conduct customer journey reviews and customer sentiment analysis Achievements: • Increased CSAT from 78% to 94% in under 6 months with empathy-focused scripting & coaching • Reduced average handle time by 30% using macros, automation and escalation rules • Awarded “Best Team Lead 2024” for cross-functional coaching and team growth • Scaled onboarding systems for 20+ agents in 2 countries with zero churn in the first 90 days Technical Skills: Zendesk | Salesforce | Freshdesk | Zoho Desk | Slack | Google Workspace | Notion | MS Teams | ChatGPT (support automation) | Excel (dashboards) | Macros | QA Scorecards | SOP Development I’m open to: - Team Lead or Support Manager roles (remote-first) - Freelance training and support system audits - Consulting for companies scaling their support team or migrating tools Support should feel like a conversation, not a transaction. That’s the energy I lead with calm, clarity and care at scale. Let's connect.