Catherine Oniah
@catherineoniah
I’m a remote customer support representative specializing in Zendesk workflows and scheduling coordination.
NigeriaWhat I'm looking for
I’m a results-driven remote Customer Service Representative with 5+ years of experience in high-volume customer support, scheduling coordination, and CRM-based service environments. I handle inbound and outbound inquiries through phone and email, focusing on issue resolution and first contact resolution (FCR).
In my most recent role as a Customer Support & Scheduling Coordinator (Remote) at KNCV Foundation, I managed 50+ daily customer inquiries and reduced customer wait times by 30% through improved scheduling workflows and request triage. I maintained 100% accuracy in CRM documentation and served as the first point of contact for routine issues, escalating complex cases as needed.
Previously, at Sycath Limited, I handled 80+ daily interactions in a remote call center and achieved 90%+ FCR through structured triage and escalation processes. I was promoted to Team Lead within 6 months and trained/onboarded 30+ remote agents on customer service workflows and CRM usage, strengthening my ability to deliver excellent customer experiences in fast-paced environments.
Experience
Work history, roles, and key accomplishments
Customer Support Coordinator
KNCV Foundation
Oct 2023 - Mar 2026 (2 years 5 months)
Managed 50+ daily inbound customer inquiries via phone and email, coordinating scheduling and service requests; reduced customer wait times by 30% through workflow improvements. Maintained 100% CRM documentation accuracy, provided first-contact resolution, and escalated complex cases as needed.
Customer Service Coordinator
Sycath Limited
Jan 2020 - Jan 2023 (3 years)
Handled 80+ daily customer interactions in a remote call center environment, achieving 90%+ first-contact resolution through structured triage and escalation processes. Promoted to Team Lead within 6 months and trained/onboarded 30+ remote agents on customer service workflows and CRM usage.
Education
Degrees, certifications, and relevant coursework
University of Cross River State
Bachelor of Science, Medical Biochemistry
Completed a B.Sc. in Medical Biochemistry at the University of Cross River State.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Job categories
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