Open to opportunities

Alexander Okide

@alexanderokide

I’m a Customer Support Specialist delivering first-contact resolution across B2C/B2B with SLA-driven, multi-channel support.

Nigeria

Message

What I'm looking for

I’m looking for a fast-paced support role where I can own customer issues end-to-end across email/chat/phone, hit SLA and KPI targets, and improve first-contact resolution—working closely with cross-functional teams to reduce escalations.

I’ve spent the past several years as a Customer Support Specialist, serving as the primary point of contact across email, live chat, and phone for Toke Cosmetics Company (2023–2025). I handle 45–60 tickets daily, resolve 75–80% of issues on first contact, and maintain 85–90% SLA compliance. By improving product education and proactive follow-ups, I reduce repeat complaints and escalation volume while strengthening long-term customer relationships.

Earlier, as a Customer Service Representative at Insurance Supermarket Inc. (2021–2022), I coordinated escalations and improved turnaround times for complex cases. I document and prioritize every interaction in CRM and ticketing systems, collaborate with logistics and operations to shorten resolution cycles, and bring clear written communication to support customers across U.S. and Canada time zones.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Toke Cosmetics Company

Jan 2023 - Jan 2025 (2 years)

Served as the primary point of contact for customer inquiries across email, live chat, and phone, handling 45–60 tickets daily and resolving 75–80% of issues on first contact. Maintained 85–90% SLA compliance, reduced escalations by ~20%, cut repeat complaints by 15–20%, and improved fulfillment issue resolution time by 25% through cross-functional collaboration.

Chat Phone Escalation Management Cross Functional Collaboration Google Workspace Microsoft Office Slack Zoom Microsoft Teams

Customer Service Representative

Insurance Supermarket Inc.

Jan 2021 - Jan 2022 (1 year)

Managed customer complaints and service requests via email and phone, coordinating escalations with internal departments to reduce unresolved cases by 25%. Improved turnaround time for complex cases by ~20% while supporting B2C customers with data protection and confidentiality.