Cecilia Ezema

I have 3+ years of experience working across the eCommerce, Shopify stores and SaaS industry, managing customers enquiries via email, live chat, phone calls, social media platforms, and handling high volume tickets via Intercom, Gorgias, Reamaze and Zendesk. I am skilled at resolving billing issues, managing subscriptions, handling refunds & cancellation via PayPal, Stripe, and Shopify, handling order inquiries, maintaining 100% SLA adherence, troubleshooting customer concerns, product education and creating knowledge base content to enhance user self-service. I am a Customer Service Representative who genuinely understands that every single interaction is an opportunity to build lasting loyalty and truly increase the long-term value of your customers.

If you're building a business where customers genuinely come first, and you need someone who can attend to your customers enquiries via email, live chat, phone calls and help desk platforms like Intercom, Gorgias, Reamaze and Zendesk, then let me be your customer support specialist.

With me on your team, exceptional customer service is not just a standard, but a hallmark of excellence.

My areas of expertise include:

• E-commerce and SaaS Support • Shopify Customer Support • Email & Live Chat Support • Help Desk & Ticket Management • Customer Retention & Satisfaction • Technical Support • Subscription & Billing Support • Refunds, Returns & Cancellations • Customer Onboarding • Knowledge Base & FAQ Creation • Order Processing & Post-Purchase Support • SLA Adherence

Tools Proficient in: Intercom, Gorgias, Reamaze, Zendesk, Shopify, HubSpot, Salesforce, Notion, Stripe, PayPal, Slack, Discord, Google Workspace, Microsoft Office, Google Sheets & Excel