Open to opportunities

Augustina Ukachukwu

@augustinaukachukwu

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Customer support specialist and virtual assistant driving high satisfaction and operational efficiency.

Nigeria

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What I'm looking for

I seek remote or hybrid roles in customer support or virtual assistance where I can apply CRM expertise, improve processes, and boost customer satisfaction.

I am a certified customer support specialist and virtual assistant with over nine years supporting customers across real estate, healthcare, and production environments.

I consistently delivered 95%+ customer satisfaction, reduced escalations by 40%, and improved production efficiency and response time through process improvements and targeted training.

I have hands-on experience with Shopify, Gorgias, Zendesk, Freshdesk, HubSpot, and remote support workflows, plus proven skills in email/calendar management, appointment scheduling, and ticketing systems.

I am organized, reliable, and effective supporting distributed teams, focused on improving customer retention, service quality, and operational workflows.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Intern

Current

Internflare

Assists with customer communication and ticket handling, learns CRM workflows to optimize resolution times, and supports complex issue resolution for remote support roles.

Customer Support Ticketing CRM Communication Remote Support Workflow Optimization

Current

E-commerce Customer Support

Current

Self-Initiated Simulation

Managed simulated Shopify store support integrating Gorgias/Zendesk, prioritized and handled synced tickets, created response macros, and practiced refund and fulfillment workflows.

Shopify Gorgias Zendesk Ticketing order fulfillment Prioritization

Factory Manager / Supervisor

Fenax Nigeria Ltd

Feb 2023 - Nov 2025 (2 years 9 months)

Supervised factory operations and teams, achieving 92% production efficiency, improving productivity by 30%, ensuring 98% QA compliance and maintaining 95% customer satisfaction.

Production Management Team Leadership Quality Assurance Process Improvement Customer Service Scheduling KPI Tracking

Customer Service Representative

Fenax Nigeria Ltd

Jul 2018 - Feb 2023 (4 years 7 months)

Managed high-volume inquiries across phone, email, and chat, achieved ~90% first-contact resolution, improved response time by 40% and boosted customer retention to 95%.

Phone Support Email Support Live Chat CRM Order Processing First Contact Resolutions Customer Retention Data Entry

Customer Service Representative

Livelihood Homes Ltd

Mar 2016 - Apr 2018 (2 years 1 month)

Served as first point of contact for property inquiries, managed appointment scheduling and documentation, and supported repeat business of ~80% through strong client relationships.

Customer Relations Appointments Documentation Data Entry Coordination

Education

Degrees, certifications, and relevant coursework

Digital Witch IT Support Community

Certificate, IT Support

Completed an In-Demand IT Support Skills Certificate covering practical IT support, troubleshooting, and remote support tools.

Movalue School of Professional Development

Certificate, Professional Development

Completed professional development courses in Customer Service Masterclass and Sales Strategies & Techniques to enhance customer support and sales skills.

Movalue School of Professional Development

Professional Development Certificate, Customer Service / Sales

Completed professional development courses in Customer Service Masterclass and Sales Strategies & Techniques to strengthen customer support and sales skills.