Rita C.
Senior Customer Support Specialist
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About
Rita C. is a seasoned Customer Support Specialist with over 5 years of experience in the SaaS, e-commerce, and customer service industries. She excels in delivering high-volume phone, email, and live chat support, having consistently achieved a 4.5/5 customer satisfaction score (CSAT) and over 90% First Contact Resolution (FCR). Rita's expertise includes using CRM systems to handle ticket management and issue investigation, creating efficient customer experiences in fast-paced remote environments. At G-invent Ltd, she managed over 150 customer interactions daily and resolved issues related to orders and refunds via Shopify and Gorgias. She emphasizes clear communication and thorough issue ownership, which helped reduce escalations by 25%. In her previous role at YBMG Entertainment, Rita managed 120+ interactions per shift, and achieved a 95% Service Level Agreement (SLA) compliance. Her technical proficiency in tools such as Salesforce, Zendesk, and HubSpot CRM, combined with her skills in problem solving, conflict resolution, and multitasking, establishes her as an asset to any customer-focused operation.
Experience
Customer Support Specialist
G-invent Ltd · 2024 — 2026Processed over 150 customer interactions daily via phone, email, and live chat while ensuring high service quality during busy periods. Addressed more than 70 tickets each day concerning orders, refunds, and shipping inquiries using Shopify and Gorgias, achieving a response time under five minutes. Assisted customers with post-purchase challenges, such as delayed deliveries and lost packages, guiding them through the resolution process. Maintained a high CSAT score of 4.5/5 and achieved over 90% First Contact Resolution by practicing effective communication and taking ownership of issues. Successfully decreased escalations by identifying customer dissatisfaction early and resolving concerns proactively. Documented interactions meticulouslyCustomer Support Specialist
YBMG Entertainment · 2022 — 2023Oversaw 120+ customer interactions each shift through phone, email, and live chat while sustaining service quality during periods of elevated workload. Identified and resolved various issues related to accounts, billing, access, and subscriptions, achieving resolution on first contact in most cases and minimizing the need for follow-ups. Delivered a CSAT rating of 4.5/5 and maintained over 90% First Contact Resolution by implementing structured problem-solving techniques alongside clear communication. Ensured accurate CRM documentation for all customer interactions, enhancing team visibility and helping to decrease repeat inquiries. Met 95% SLA compliance by addressing customer requests within stipulated timelines while keeping a focusCustomer Service Representative
Samtaofiq Communication · 2021 — 2021Managed over 100 customer interactions daily, addressing routine service requests while maintaining effective communication and problem-solving performance. Recorded customer issues and updates with greater than 95% accuracy, aiding in faster follow-ups and more reliable tracking of resolutions. Supported operations during peak periods and contributed to reducing customer wait times by up to 25% in high-volume situations. Adjusted communication styles to suit various customer personalities while remaining calm, professional, and solution-focused in stressful environments.
Skills & Expertise
Education
- Bachelor of Arts in Mass CommunicationUniversity of Benin · 2010 — 2014
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