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Glory — Junior Customer Support Specialist from Nigeria

Glory

Junior Customer Support Specialist

Nigeria 2-3 years
Open to offersNew to Platform
Languages
English
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About

Orji Glory E. is a Customer Support Specialist with 3+ years of experience across SaaS, service, and examination sectors. Based in Enugu, Nigeria, Orji manages high-volume inbound and outbound call environments, consistently handling up to 100 calls daily while maintaining rigorous CRM management and ticket resolution standards using platforms such as HubSpot, Zendesk, Freshdesk, Intercom, and GoHighLevel. They have reduced ticket backlogs and improved first-response rates at Digital Witch and Ebng Ventures, while in part-time work at the British Council Nigeria, Orji coordinates candidate communications and operational logistics for examination sessions. Additionally, their experience as an Executive & Virtual Assistant for a US-based medical professional showcases adeptness in administrative support and G Suite workflow optimization. Orji’s career demonstrates strict adherence to SLA targets and effective handling of complex customer escalations within remote and fast-paced domains.

Experience

  • Help Desk & Outreach Specialist

    Digital Witch · 2025 — 2025
    Managed approximately 100 daily inbound and outbound calls via Freshdesk and Zendesk, addressing technical and service-related inquiries within specified SLA parameters. Implemented disciplined ticket triage practices, which helped reduce the backlog and enhance queue visibility for the support team. Conducted targeted outbound cold-calling and email initiatives aimed at re-engaging lapsed clients, contributing to increased customer retention. Ensured CRM data accuracy across HubSpot and GoHighLevel, logging and actioning all customer interactions. Provided structured customer feedback to product and operations teams, aiding in the refinement of two service workflows.

  • Executive & Virtual Assistant

    US-Based Neurologist (Confidential) · 2025 — 2025
    Coordinated scheduling, inbox management, and administrative correspondence for a senior medical professional, achieving zero missed appointments throughout the tenure. Managed sensitive correspondence with patients, ensuring discretion and timely communication across all channels. Improved digital record and calendar management processes using G Suite, implementing structured workflows that reduced administrative response times.

  • Customer Support Representative

    Ebng Ventures · 2024 — 2024
    Delivered high-quality customer service through telephone, email, and live chat in a busy support setting. Oversaw the management of inbound and outbound call queues, effectively processing requests with precision while maintaining a professional demeanor. Utilized structured de-escalation strategies to handle complex complaints, leading to a decrease in escalation rates and an enhancement in first-contact resolution. Proactively addressed cancellation and refund inquiries to improve customer retention before they escalated. Kept CRM records organized and current, promoting accurate reporting and visibility of customer account information.

  • Customer Support & Examinations Operations Officer

    British Council Nigeria · 2024 — Present
    Oversaw candidate communications during high-stakes examination sessions, promptly addressing queries in accordance with British Council service standards. Managed candidate logistics, documentation, and flow during multiple examination sittings. Ensured accurate recording of candidate data and examination results, adhering to internal quality and data protocols. Acted as the primary contact for escalated candidate issues, efficiently resolving problems while maintaining candidate trust.