Open to opportunities

Christiana Akpakip

@christianaakpakip

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Customer Experience Specialist focused on empathetic support, CRM-driven resolution, and retention.

Nigeria

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What I'm looking for

I’m looking to leverage my CRM-driven support and empathetic communication to resolve issues quickly, improve customer retention, and help the business reach its goals through consistent, high-quality customer experiences.

I’m a detail-oriented Customer Experience Specialist with a strong background in managing customer interactions, resolving issues efficiently, and maintaining high customer satisfaction. I’m skilled in problem-solving, empathetic communication, CRM systems, and active listening—always focused on building positive customer relationships that support business goals.

As a Freelance/Self-Employed Customer Experience Specialist (Remote), I managed 65+ customer email inquiries daily for a perfume subscription company, resolving issues using CRM software and ticketing systems to ensure timely, accurate support. I supported subscription management, product inquiries, order issues, shipping updates, and handled billing and refunds, while collaborating with cross-functional teams to escalate and resolve technical and operational issues.

Previously, as a Client Manager at Centerville Office Support Ltd. (Remote), I managed 300+ client accounts per month using Salesforce for a US-based law firm. I delivered empathetic high-volume support for social security disability claims, verified documentation for compliance, maintained regular case status communication, and used CRM processes to accurately record and track client interactions—improving client satisfaction by 20%.

Experience

Work history, roles, and key accomplishments

Customer Experience Specialist

Self-Employed

Nov 2023 - Mar 2026 (2 years 4 months)

Managed 65+ daily customer email inquiries for a perfume subscription company, resolving issues via CRM and ticketing systems to maintain timely, accurate support. Handled subscription management, product/order questions, and billing/refunds, while escalating technical/operational problems and keeping CRM records updated to improve customer retention.

Zendesk Salesforce Kustomer Ticketing Systems Customer Support Subscription Management Billing Order Management CRM Management Customer Escalation

Customer Experience Specialist

Self-Employed (Remote)

Nov 2023 - Mar 2026 (2 years 4 months)

Managed 65+ customer email inquiries daily for a perfume subscription company, resolving issues through CRM/ticketing systems to ensure timely, accurate support. Handled subscription management, product/order/shipping questions, and billing/refunds while escalating technical and operational issues and maintaining clean CRM records to improve retention.

Customer Support Ticketing Systems Subscription Management Billing Customer Retention Salesforce Zendesk Kustomer

Client Manager

Centerville Office Support Ltd.

Sep 2020 - Aug 2023 (2 years 11 months)

Managed 300+ client accounts per month using Salesforce for a US-based law firm, delivering high-volume, empathetic support for social security disability claims and increasing client satisfaction by 20%. Verified eligibility documentation for compliance, maintained regular case status communication, and tracked client interactions and case details in the CRM to improve transparency and reduce fol

Salesforce Client Account Management Social Security Disability Case Management Compliance Support Client Communication

Customer Service Representative

Outsource Global

Apr 2018 - May 2019 (1 year 1 month)

Handled 50+ outbound calls daily to clients seeking social security disability benefits, providing support and regular claim status updates. Assisted with filing and submitting disability appeals in accordance with procedural requirements while maintaining CRM-based interaction records to improve tracking and reduce submission errors.

Outbound Calling Disability Appeals Support Call Scripts & Quality Customer Service Attention To Detail Multitasking