bright richard
@brightrichard
Customer Service Manager who builds high-performing remote teams and boosts CSAT and retention.
NigeriaWhat I'm looking for
I am a Customer Service Manager with over four years' experience leading remote teams and improving customer satisfaction, delivering measurable KPI gains and streamlined workflows. I specialize in CRM optimization, training, conflict resolution, and creating knowledge bases and templates that reduce response times.
I have led teams of 15+ representatives to exceed KPIs, raised CSAT from 78% to 92%, and designed chatbot and email templates that cut response times by 40%. I also bring conversion copywriting experience, producing content that improved lead generation and client results in global, remote-first environments.
Experience
Work history, roles, and key accomplishments
ABLed a remote team of 15+ reps to exceed KPIs by 30% and raised CSAT from 78% to 92% through CRM workflow improvements and redesigned chatbot/email templates that cut response time by 40%.
Customer Support Representative
Superior Logistics
Jan 2021 - Dec 2022 (1 year 11 months)
Resolved 50+ customer inquiries weekly with 95% satisfaction and authored 20+ knowledge base articles that reduced repeat issues and improved first-contact resolution.
Freelance Copywriter
Freelance
Jan 2020 - Dec 2022 (2 years 11 months)
Produced high-converting copy for 10+ clients (ads, emails, sales pages), driving a 25% increase in e-commerce lead generation and improving conversion funnels.
Education
Degrees, certifications, and relevant coursework
UUUniversity of Uyo
Bachelor of Science, Insurance
2011 - 2015
Completed a Bachelor of Science in Insurance, covering principles of risk management, underwriting, and insurance law.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Interested in hiring bright?
You can contact bright and 90k+ other talented remote workers on Himalayas.
Message brightFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
