Abuja, Federal Capital Territory, Nigeria
Highly organized and results-driven Customer Support and Sales Specialist with 5+ years of proven experience in delivering outstanding customer experiences across diverse industries, including e-commerce, healthcare, financial services, and insurance sectors. I specialize in managing multi-channel customer support, telemarketing, virtual assistance, onboarding, and CRM operations for U.S.-based clients. I’ve successfully built and led remote teams, created operational workflows, implemented CRM automations, and optimized customer engagement strategies, driving increased sales, improved retention rates, and operational efficiency. Passionate about leveraging technology for service excellence, I’ve worked with tools such as Zendesk, Salesforce, Intercom, GoHighLevel, Vicidial, Five9, and Bitrix24, while integrating AI bots to enhance workflow automation and order management. Key Skills: - Remote Customer Support (Live Chat, Email, Phone) - CRM Management & Automation (GoHighLevel, Zendesk, Salesforce) - Telemarketing & Outbound Sales - Remote Patient Monitoring (RPM) Operations - Team Leadership & Staff Onboarding - Virtual & Executive Assistance - Order Management & Fraud Detection Workflows - Healthcare & Insurance Customer Support - Process Documentation (SOP Creation) - AI Bot Integration for Operational Tasks - E-Commerce Support (Amazon, Shopify, TikTok Shop) - Multi-Platform Order Fulfillment & Tracking Achievements: - Increased returning customer rates by 20% for an e-commerce wellness brand. - Grew a remote RPM support team of 15+ agents with 100% retention for 3 consecutive months. - Consistently exceeded monthly sales targets in multiple outbound sales roles. - Designed CRM automations and AI workflows, cutting task processing time by 30% and increasing operational accuracy. - Created order platforms for retailers, boosting retail sales by 30%. I’m always eager to take on challenging projects that require problem-solving, team collaboration, and operational strategy, and I'm excited about opportunities in remote support, operations, and client services management.
I oversee the daily operations of a distributed support team, ensuring that every customer interaction reflects our mission: natural wellness with a human touch. My role combined team leadership, multi-channel customer engagement, logistics oversight, and collaboration with sales & marketing to drive customer satisfaction & retention. - Supervised and supported the customer service team across live chat, email, and phone using Zendesk, Tidio, 3CX, and GoHighLevel. - Built and optimized automation workflows in Zendesk and GoHighLevel to streamline support processes, reduce manual tasks, and promote upselling, cross-selling, and retention-driven campaigns. - Maintained high CSAT and NPS scores, reducing response times and improving first-contact resolution. - Oversaw customer interactions across Amazon, Shopify, Walmart, Faire, Etsy, and TikTok Seller Central, ensuring SLA compliance and brand consistency. - Coordinated with logistics partners via ShipStation and LaCore Connect to resolve shipping, delivery, and tracking concerns. - Supported sales growth by creating automated customer engagement workflows that increased returning customer rates and generated promotional sales. - Partnered with Product and Marketing teams to relay customer insights, driving product and service improvements. - Recruited, onboarded, and trained new support agents, establishing clear SOPs and workflows for consistent service delivery. - Responded to wholesale inquiries via RangeMe, Faire, and ECRM, boosting B2B relationships and supporting retail expansion. - Produced weekly/monthly reports on KPIs (CSAT, NPS, response time, first reply resolution), providing actionable insights for leadership. Highlights: ✅ Improved customer satisfaction and resolution times through process optimization. ✅ Strengthened customer retention and sales with proactive outreach and workflow automation. ✅ Built a high-performing remote team aligned with brand communication standards.
- Delivered multi-channel support via Zendesk, Tidio, and 3CX, handling live chat, email, and phone inquiries. - Resolved customer questions, escalations, refunds, disputes, and reviews across Amazon, Shopify, Walmart, Etsy, Faire, and TikTok Seller Central, consistently achieving a 96% customer satisfaction rate. - Followed established SOPs and workflows to streamline service processes and ensure efficient responses. - Supported order fulfillment and logistics coordination through ShipStation and LaCore Connect to ensure timely and accurate deliveries. - Assisted with proactive outreach campaigns that re-engaged inactive customers and contributed to a 20% increase in returning customer rates. - Collaborated with Sales teams by identifying upsell and cross-sell opportunities, contributing to revenue growth. - Supported wholesale customer inquiries and order processing through RangeMe and Faire, helping improve retail sales by 30%. - Tracked KPIs such as CSAT, NPS, resolution times, and average response rates, providing feedback to improve service delivery. - Maintained SLA compliance and ensured adherence to marketplace policies across all platforms. - Partnered with Product and Marketing teams by sharing customer insights to improve product quality and customer experience. Key Achievements: - Maintained a high 96% customer satisfaction rating across platforms. - Reduced order and delivery issues through careful coordination with fulfillment partners. - Contributed to the setup of AI chatbot automation (Tidio, GoHighLevel), improving response speed and reducing manual tasks by 30%. - Supported initiatives that boosted customer retention and sales through improved engagement strategies.
As a Customer Service Representative with experience using Salesforce CRM, Hubspot, Zendesk, Intercom, Zoiper5, Omnichannel, Slack, Google Workspace, Primo, Notion, Vicidial, Calendly, Microsoft Suite, and Zoho, I have excellent communication skills, attention to detail, and the ability to multitask. I also have strong problem-solving skills and the ability to work well in a team environment. I am responsible for managing customer inquiries, complaints, and feedback through various channels, including phone, email, chat, and social media. Some of my responsibilities include: 1. Responding to customer inquiries and resolving customer complaints in a timely and professional manner. 2. Using Salesforce CRM, Intercom, Omnichannel, Zendesk, and Zoho to manage customer interactions and track customer issues. 3. Maintaining accurate customer records and updating customer information in the CRM system. 4. Collaborating with other departments, such as sales and marketing, to resolve customer issues and provide excellent customer service. 5. Identifying opportunities to improve customer service processes and procedures.
An e-commerce platform passionate about creating personalized and stylish apparel for customers, specializing in custom-designed clothing that allows individuals to express their unique style and personality. ● Assisted customers in placing orders, customizing designs, and navigating the company’s website. ● Resolve customer complaints and ensure customer satisfaction. ● Offered product recommendations and styling advice based on customer preferences. ● Provide outstanding customer service via email, chat, and phone. ● Increased Customer satisfaction by 100% by evaluating and updating orders properly ● Process orders, returns, and exchanges efficiently and accurately. ● Maintain up-to-date knowledge of our products, services, and promotions. ● Collaborate with the production team to ensure timely delivery of custom orders. ● Follow up and carry out after-sales survey to determine customer satisfaction with their products ● Uphold company policies and procedures while delivering a positive customer experience. ● I played a key role in integrating Averti's e-commerce platform with various external tools and services, aimed at enhancing customer satisfaction and optimizing order processing. ● I implemented strategies to streamline order management processes and tracking systems, ensuring timely delivery, efficient inventory management, and seamless order fulfillment. ● Through enhancements to the platform's user interface, I significantly improved customer experiences, resulting in a turnover rate that boosted profits by 50–100 percent.
● Maintain a record of students’ progress by giving appropriate feedback and marking their work. ● Prepare lessons by researching new topic areas, maintaining up-to-date subject knowledge, and also delivering lessons to a range of classes of different ages and abilities. ● Manage student's behavior in the classroom and on school premises.