Atuorah Ijeoma
@atuorahijeoma
Customer Service Representative delivering high-volume remote support, resolving complex issues, and building knowledge bases that improve CSAT and speed.
NigeriaWhat I'm looking for
I’m a Customer Service Representative with 4+ years delivering high-volume remote support across email, live chat, and phone for international companies. I resolve complex issues with empathy and efficiency, consistently meeting SLA expectations while maintaining strong satisfaction results.
In my current role, I handle 80+ inbound tickets daily, supporting customers with a 96% CSAT and ~4-minute average first response time. I de-escalate high-priority complaints, build knowledge bases (150+ articles) to reduce repeat inquiries by 40% and cut resolution time by 25%, and improve first-contact resolution (88%) with standardized templates—while covering international customer hours across time zones without coverage gaps.
Experience
Work history, roles, and key accomplishments
Customer support specialist
Globacom Telecommunications
May 2022 - Present (4 years 1 month)
I’m a customer support specialist
Senior Customer Service Representative
Globacom
May 2022 - Present (4 years 1 month)
Handled 80+ inbound support tickets daily across Zendesk and Intercom, maintaining 96% CSAT and a 4-minute average first response time. Built a 150-article Zendesk knowledge base, reducing repeat inquiries by 40% and cutting average ticket resolution time by 25%, while achieving 88% first-contact resolution over 6 months.
Senior Customer Service Rep
Globacom Telecommunications Company
May 2022 - Present (4 years 1 month)
Handled 80+ inbound support tickets daily via Zendesk and Intercom, maintaining 96% CSAT and a 4-minute average first response time. De-escalated 15+ high-priority complaints weekly, built a 150-article Zendesk knowledge base that reduced repeat inquiries by 40%, and improved first-contact resolution to 88% over 6 months.
Customer Service Representative
Matilda Rozi Group of Companies
Feb 2021 - Dec 2021 (10 months)
Managed 60+ daily customer inquiries across email, live chat, and phone, sustaining 94% CSAT with a 90-minute average resolution time. Identified recurring product issues by analyzing ticket patterns, escalated 10+ systemic bugs to reduce related tickets by 30%, and trained 4 new agents using a 20-page guide to cut ramp-up time from 3 weeks to 10 days.
Customer Support Agent
Stanel Group
Jun 2017 - Aug 2018 (1 year 2 months)
Responded to 50+ daily customer emails and live chat inquiries for an e-commerce brand, maintaining 92% CSAT over 14 months. Managed Instagram/Facebook customer service, resolved 20+ weekly shipping disputes with an 80% same-day resolution rate for priority cases, and flagged 8 recurring pain points that helped drive a 15% reduction in ticket volume.
Education
Degrees, certifications, and relevant coursework
National Open University of Nigeria
Master of Science, Public Health
Pursuing a Master of Science in Public Health at the National Open University of Nigeria, expected in 2026.
Nnamdi Azikiwe University
Bachelor of Science, Zoology
Earned a Bachelor of Science in Zoology from Nnamdi Azikiwe University in 2019.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Job categories
Skills
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