Customer Support & CX

I help customers feel heard, understood, and supported.

I’m Sarah Ossai, a Customer Support & Customer Experience Specialist with 2+ years of remote, customer-facing experience across U.S. real-estate, lead-generation, and support-operations environments. I bring clear communication, calm problem-solving, accurate documentation, and consistent follow-through to every interaction.

Email Sarah
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2+ yrsRemote customer-facing experience
300+Outbound call attempts handled per day
500+Qualified leads generated in seven months
About

Customer communication with structure behind it.

My background combines high-volume customer engagement with support operations, team coordination, customer feedback review, escalation support, and process documentation. I work best where communication needs to stay professional, accurate, empathetic, and organized, even when the pace is high or the customer is frustrated.

Why hire me

A customer-facing background that transfers directly into support.

I bring the communication discipline of high-volume customer work together with the documentation, escalation, and process awareness needed in a modern support team.

Clear customer communication

Strong professional English, active listening, adaptable tonality, empathy, and the ability to keep difficult conversations calm and productive.

Performance with accuracy

Comfortable in KPI-driven environments while maintaining accurate records, follow-up information, customer notes, and team handoffs.

Support-minded problem solving

Experience reviewing customer feedback, coordinating escalations, improving scripts and documentation, and helping route issues toward resolution.

Experience

Built around customer interaction and service quality.

The common thread across my experience is listening, understanding needs, documenting accurately, managing follow-up, and helping move customer conversations toward useful outcomes.

Land CallerDec 2025 - Aug 2026

Lead Generation Specialist · Customer Engagement

  • Handled 300+ outbound call attempts per day through Convoso, engaging U.S. property owners with clear, professional communication.
  • Generated 500+ qualified leads over seven months while meeting daily activity and lead-quality KPIs.
  • Used active listening, rapport-building, empathy, and adaptable call tonality to manage different customer personalities and concerns.
  • Documented call outcomes and maintained accurate customer records to support follow-up and team handoffs.
Tele-Target RemoteFeb 2024 - Dec 2025

Lead Generation Specialist & Appointment Setter · Customer Engagement

  • Managed high-volume customer outreach across real-estate campaigns while identifying needs and explaining service information clearly.
  • Handled questions, concerns, and objections with patience and empathy to maintain trust and productive conversations.
  • Maintained accurate interaction notes to support follow-up, appointment setting, and continuity across the customer journey.
  • Adapted tone, scripts, and communication style across different campaigns and customer profiles.
Valency Agro Pvt. LtdJul 2024 - Sep 2024

Assistant Supervisor · Support Operations

  • Coordinated daily support and contact-centre workflows, helping maintain efficient operations and timely responses to customer issues.
  • Reviewed customer feedback and team performance patterns to identify service gaps and improve response quality.
  • Coordinated internal communication and support escalations to help route issues to the appropriate team.
  • Supported clearer scripts and documentation practices for more consistent service delivery.
Top Home Solutions2024

Lead Specialist · Customer Engagement

  • Conducted high-volume customer outreach and used active listening to understand motivation, timelines, expectations, and concerns.
  • Built rapport by adapting tone, pace, and language to different communication styles.
  • Handled resistance professionally and recorded customer information and call outcomes accurately for follow-up.
Skills & tools

What I bring to a support team.

Customer Support & CX

Customer SupportCustomer ExperienceCustomer ServiceActive ListeningEmpathyIssue ResolutionEscalation SupportRelationship ManagementInteraction DocumentationFollow-Up ManagementKPI PerformanceService Quality

Tools I Actually Use

ConvosoMicrosoft WordExcelPowerPointOutlookGoogle DocsGoogle SheetsGoogle SlidesGoogle DriveGmailSlackMicrosoft TeamsZoom
CX work samples

How I would handle common support situations.

These are simulations created to demonstrate my support approach. They are not presented as real customer cases from previous employers.

Simulation
Duplicate charge · Email response

Customer: “I was charged twice for the same subscription. I need this fixed immediately.”

Response: Hi Maya, I’m sorry you’ve had to deal with a duplicate charge. I understand why that would be frustrating. I’d like to help get this reviewed as quickly as possible. Please send the last four digits of the card used and the dates/amounts of both charges. Once I verify the transactions, I’ll confirm whether one is a pending authorization or whether a refund needs to be initiated. I’ll keep you updated on the next step so you’re not left wondering what’s happening.

Approach: acknowledge → verify → explain → set expectation → follow through.

Simulation
Account access · Live chat

Customer: “I reset my password twice and still can’t get into my account.”

Sarah: I can help you troubleshoot that. First, are you seeing an error message after entering the new password, or does the page simply refresh?

Customer: “It says my credentials are invalid.”

Sarah: Thanks — that helps narrow it down. Please confirm that you’re signing in with the same email address that received the reset link. If yes, I’d next have you clear the saved password in your browser or try a private/incognito window. If the issue continues after that, I’ll document what we’ve already tested and escalate the account for review so you don’t have to repeat the same steps.

Approach: clarify → isolate cause → troubleshoot → prevent repetition → escalate when needed.

Simulation
Service outage · Escalation note

Issue: Customer cannot access a paid feature and reports that the problem is affecting their work.

Checks completed: Confirmed account status, browser/device, recent login, and that standard troubleshooting did not resolve the issue.

Escalation note: “Paid customer unable to access Feature X since 09:20. Account active. Reproduced after cache clear and alternate browser. No account-level restriction visible. Customer impact: unable to complete scheduled workflow. Please review for service-side issue. Customer advised that the case has been escalated and will receive an update after investigation.”

Simulation
Knowledge base · Password reset guide

How to reset your password

  1. Open the sign-in page and select Forgot password?
  2. Enter the email address connected to your account.
  3. Check your inbox for the password-reset email and open the secure reset link.
  4. Create a new password that meets the account requirements.
  5. Return to the sign-in page and log in with the new password.

If the reset email does not arrive, check your spam/junk folder and confirm that you entered the correct email address. If you still cannot access the account, contact Support and include the error message you are seeing.

Education

Education & training.

B.Sc. BotanyFederal University of Agriculture, Abeokuta · December 2023

Certifications

Data Analytics — UTIVACredential ID: 315Y0962N9BTO
Digital Marketing — Google2022
Work with me

Need reliable customer-facing support?

Alongside full-time Customer Support and CX opportunities, I’m available for selected project-based and contract work that needs clear communication, consistent follow-up, and a professional customer experience.

Customer Support & CX Appointment Setting Cold Calling Lead Generation Customer Follow-Up Client Communication

Send a service enquiry

Tell me what you need and the kind of support you’re looking for.

Prefer email? sarahossai6@gmail.com
Availability

Open to full-time remote Customer Support and Customer Experience opportunities. Start date can be discussed based on the role and onboarding requirements.

Contact

Let’s connect.

If my experience fits your support or CX team, you can reach me directly using any of the options here.

Emailsarahossai6@gmail.comPhone+234 701 396 9864LinkedInlinkedin.com/in/sarahossai