Covenant Obioma
@covenantobioma
Empathetic customer support specialist with 4 years’ experience improving satisfaction and resolution metrics.
What I'm looking for
I am an empathetic customer support specialist with four years of direct client engagement, skilled at delivering personalized, efficient support across email, chat, and phone channels. I combine strong relationship-building with meticulous administrative and documentation practices.
At Ecomed Pharmaceuticals I improved First Contact Resolution by 20%, maintained average first response times under five minutes, and achieved a 95%+ customer satisfaction score by leveraging deep product knowledge and clear communication.
I am experienced with HubSpot, Freshdesk, Zendesk, Intercom, Google Workspace, Microsoft 365, Airtable, and collaboration tools like Slack and Teams, and I bring proactive problem-solving, organization, and reliability to remote and cross-functional team environments.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Ecomed Pharmaceuticals Limited
Jan 2022 - Apr 2025 (3 years 3 months)
Resolved customer issues on first contact, increasing First Contact Resolution by 20% and maintaining a 95%+ customer satisfaction score with average first response time under 5 minutes.
Education
Degrees, certifications, and relevant coursework
University of Nigeria, Nsukka
Bachelor of Science, Accounting
Bachelor of Science in Business Administration with a major in Accounting from the University of Nigeria, Nsukka.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
Skills
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