Josiah Danbinta

Results-driven Customer Support and Customer Success Specialist with 5+ years of experience delivering exceptional customer experiences across fintech, SaaS, and banking environments. Proven expertise in resolving complex customer issues, improving customer satisfaction, maintaining SLA compliance, and supporting high-volume operations through phone, email, live chat, and social media channels. Skilled in CRM and ticketing platforms including Zendesk, Salesforce, Intercom, Jira, and ChurnZero.

Recognized for strong communication, problem-solving abilities, customer retention strategies, and cross-functional collaboration that drives operational efficiency and customer loyalty.

Customer Support Agent at Moniepoint Group (2021-12 – 2025-03)

Fintech company providing customer support across multiple channels

• Managed over 120 customer interactions daily across phone, email, live chat, and social media while maintaining high customer satisfaction scores.
• Maintained 98% SLA compliance and consistently achieved performance targets for response time, resolution speed, and service quality.
• Increased customer satisfaction (CSAT) by 15% through empathetic communication, proactive follow-ups, and effective issue resolution.
• Reduced customer escalations by 10% through timely troubleshooting and customer engagement strategies.
• Created and maintained 30+ knowledge base articles that improved self-service support and reduced repetitive inquiries.
• Accurately documented customer interactions and account updates using Zendesk and Salesforce CRM platforms.
• Collaborated with product, compliance, engineering, and operations teams to resolve high-priority customer issues efficiently.
• Supported process improvement initiatives by identifying recurring customer pain points and recommending operational solutions.

Customer Service Representative at Global Communications (2019-02 – 2021-12)

• Handled 100+ inbound customer calls daily while maintaining excellent professionalism and communication standards.
• Achieved a 95% first-contact resolution rate by identifying customer needs quickly and providing effective solutions.
• Maintained customer satisfaction ratings above 92% through active listening, empathy, and accurate issue resolution.
• Assisted customers with technical support, account-related inquiries, billing concerns, and service guidance.
• Documented customer complaints and analyzed recurring trends to support continuous service improvement.
• Assisted in onboarding and mentoring new customer support team members, improving team productivity and training efficiency.

Bachelor of Science in Computer Science – Sokoto State University (2016 – 2021)