Njideka Godwin
Lagos
Summary
Customer Support Specialist with 3+ years of experience delivering high-quality service in SaaS and digital-first environments. Skilled in customer onboarding, issue resolution, and user retention through tools such as Zendesk, GymMaster, Slack, and Zapier. Adept at providing empathetic and technical support to users, managing multiple support channels, and maintaining accurate CRM data. Known for improving support workflows and customer satisfaction through proactive communication and process automation. Passionate about helping customers succeed and ensuring seamless product experiences in remote, cross-functional teams.
Overview
4
4
years of professional experience
1
1
Language
Work History
Customer Support Associate/Business Operations Assistant
Eclipse Fitness Gym Limited
05.2023 - Current
- Delivered customer and team support for a mid-sized fitness gym, resolving client inquiries related to membership setup, billing, and software integration on GymMaster.
- Provided training sessions for new recruits on GymMaster platform functionalities to improve to ensure seamless service delivery.
- Utilized GymMaster and Zapier automations features to reduce manual workflows and enhance efficiency.
- Gathered customer feedback and collaborated with teams to improve member experience and reduce churn.
- Successfully managed the shift of product sales from physical store to online platform utilizing GymMaster’s products and inventory management features.
- Created internal knowledge articles and “how-to” resources to support faster issue resolution for new support team members.
- Created and compiled reports and presentations using GymMaster’s reporting tools, Excel, and PowerPoint to drive business insights and informed decisions.
Administrative & Customer Experience Assistant
Nelly Promat Limited
09.2022 - 02.2023
- Supported customer inquiries via multiple channels (email, chat, and phone), delivering prompt, solution-oriented responses.
- Maintained up-to-date CRM records to support accurate reporting and efficient follow-ups with partners and clients.
- Contributed to client satisfaction improvement through proactive issue tracking and feedback collection.
- Managed scheduling and appointment bookings, contributing to improved operational workflow and customer satisfaction.
Customer Relations Assistant
Oyo State College of Nursing and Midwifery
09.2021 - 08.2022
- Served as the first point of contact for students and external partners, handling inquiries and resolving administrative support issues.
- Implemented digital record systems that improved data retrieval time and enhanced the student experience.
- Supported transition to hybrid communication platforms, improving accessibility and satisfaction metrics across departments.
Education
Bachelor of Science (B.Sc.) - Anatomy
University of Calabar
Cross River, Nigeria01.2021
Skills
Customer inquiry resolution
Core Competencies
Customer Support | Fitness & Wellness Platform (GymMaster) | Client Onboarding & Retention | Workflow Automation (Zapier) | Zendesk & CRM Tools | Ticket Management | Product Feedback Loop | Remote Support | Knowledge Base Management | Customer Insights & Reporting.
ADDITIONAL INFORMATION
- Customer Support Tools: Zendesk, GymMaster, Slack, Gmail, Outlook, Zoom
- Automation Tools: Zapier, Notion, Google Workspace
- Soft Skills: Empathy | Communication | Troubleshooting | Collaboration | Data-driven Support.
Timeline
Customer Support Associate/Business Operations Assistant
Eclipse Fitness Gym Limited
05.2023 - Current
Administrative & Customer Experience Assistant
Nelly Promat Limited
09.2022 - 02.2023
Customer Relations Assistant
Oyo State College of Nursing and Midwifery
09.2021 - 08.2022
Bachelor of Science (B.Sc.) - Anatomy
University of Calabar