Cecilia Ezema

I am a results-driven customer support specialist with over three years of experience in providing exceptional customer service across various industries, including SaaS, e-commerce, telecommunications, and real estate. My expertise lies in customer engagement, phone support, email support, live chat support, and issue resolution through various channels and ticketing systems such as Zendesk and Zoho CRM. I am dedicated to educating and empowering customers to optimize their product usage while driving business growth through proactive collaboration with technical and marketing teams.

Throughout my career, I have consistently met service level agreements (SLAs) and ensured that no customer inquiry was left unattended. At Celereast E-Commerce Platform, I reduced average response time by 30% by efficiently handling customer inquiries via Tidio live chat and email, significantly enhancing customer satisfaction and engagement. Additionally, my proactive follow-ups and creation of help articles at ValueKlip Software led to a 25% increase in customer retention, demonstrating my commitment to delivering outstanding customer experiences.