Open to opportunities

Amarachi Iyalla

@amarachiiyalla

Customer Support specialist with 5+ years delivering omnichannel order support and complaint resolution for e-commerce brands.

Nigeria

Message

What I'm looking for

I’m looking for a remote customer support and order management role where I can own cases end-to-end, meet SLA/KPI targets, and improve CSAT through accurate CRM documentation, omnichannel support, and fast, empathetic resolution.

I’m a Customer Support and Order Management specialist with 5+ years of remote experience delivering support across phone, email, live chat, and social media for e-commerce brands. I manage customer orders end-to-end—from placement through delivery—handle complaints and conflict de-escalation, and keep customers informed throughout the process.

In my recent role, I managed 70–90 inbound calls daily while maintaining a 95% quality assurance score, and I consistently met quality and productivity targets in a fast-paced remote environment. I’m proficient in Shopify, Zendesk, and HubSpot, with strong CRM documentation and ticket/case management habits that help improve first-contact resolution and reduce follow-up delays.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Tech Metro

Mar 2025 - Present (1 year 4 months)

Provided remote customer support for a US healthcare program via inbound calls, email, and internal ticketing systems. Managed CRM records, resolved billing/account and eligibility inquiries, and handled complex cases within SLA targets.

Customer Support Inbound Calls Customer Service Eligibility Support Billing Support Account Support Ticket Management SLA Quality Assurance CSAT AHT Remote Collaboration Slack Email

Current

Virtual Assistant

Current

Freelance

Feb 2024 - Present (2 years 5 months)

Provided part-time virtual assistant support for real estate, e-commerce, and digital marketing clients from remote channels. Managed inquiries, maintained digital records, coordinated calendars/appointments, and supported administrative and client-facing documentation.

Virtual Assistance Client Inquiries Email Support Phone Support Calendar Management Appointment Coordination Administrative Support Microsoft Office Google Workspace

Digital Operations Associate

Independent Contract

Mar 2024 - Feb 2025 (11 months)

Coordinated digital operations for a US-based client across remote communication channels. Supported project documentation, operational reporting, and cross-functional follow-through using collaboration and productivity tools.

Digital Operations Remote Collaboration Slack Zoom Email Project Documentation Operational Reporting Google Workspace Canva

Customer Service Rep & Social Media

Zsuzsa Body

Jan 2023 - Jan 2024 (1 year)

Delivered e-commerce customer support across phone, email, live chat, and social media. Managed orders in Shopify, including tracking, returns, refunds, and exchanges, while resolving customer enquiries and maintaining customer records.

Customer Support Live Chat Support Social Media Management Shopify Order Tracking Returns Refunds Exchange Complaint Resolution Product Knowledge

Logistics Operations Manager

Mars Logistics

Jan 2021 - Oct 2022 (1 year 9 months)

Managed customer communication and delivery scheduling to support on-time deliveries. Coordinated with vendors and internal teams, maintained operational/shipping records, and addressed delivery issues to improve service quality.

Logistics Operations Customer Communications Vendor coordination Supplier Coordination Operational Coordination Service quality Cross Functional Collaboration