racheal O.
Junior Customer Support Specialist
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About
Racheal O. is a seasoned Customer Support Specialist with over two years of experience in delivering outstanding customer experiences across various channels including email, live chat, and phone support. Based in Lagos, Nigeria, she excels at managing high-volume ticket queues and maintaining SLA compliance within fast-paced, remote work environments. Racheal’s proficiency with CRM and ticketing platforms such as Zendesk and HubSpot enables her to effectively resolve customer inquiries, maintain detailed records, and enhance customer retention through strategic support. Her tenure as a Customer Support Specialist at Egatee is marked by handling over 50 customer interactions daily, achieving a same-day resolution rate exceeding 90% for customer inquiries. Racheal has also served in an administrative capacity as a Front Desk Officer at Wenby’s College, where she honed her skills in communication and conflict resolution. She holds a B.Sc. in Microbiology from the Federal University of Oye-Ekiti. Additionally, she is certified as a Virtual Assistant Professional from DEXA, underscoring her capability to operate efficiently in remote settings.
Experience
Customer Support Specialist
Egatee · 2025 — PresentManage over 50 customer interactions daily via email, live chat, and phone, ensuring quality service. Address 90% of inquiries on the same day while complying with SLA and response-time targets. Investigate customer issues, providing timely solutions across account, product, service, and order inquiries. Professionally handle complaints and de-escalate tense situations. Escalate complex problems to relevant departments and oversee their resolution. Maintain accurate records of customer interactions in CRM systems for detailed tracking. Support customer retention through positive and solution-oriented interactions. Work with team members to identify and address service delivery gaps.Front Desk Officer
Wenby’s College · 2024 — 2024Act as the primary contact for students, parents, visitors, and staff, addressing inquiries with professionalism and empathy. Oversee daily administrative tasks, including appointment scheduling and managing requests. Facilitate communication between departments to ensure effective service. Assist in resolving conflicts and providing empathetic support to various stakeholders. Maintain up-to-date records and databases to enhance operational efficiency. Balance multiple responsibilities while consistently delivering high-quality customer service.
Skills & Expertise
Education
- Bachelor of Science in MicrobiologyFederal University of Oye-Ekiti · — — 2026
- Higher National Diploma in MicrobiologyThe Polytechnic of Ibadan · — — 2023
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