DADorcas Anthony-Nwondah
@dorcasanthony-nwonda
Customer support representative delivering empathetic, efficient multi-channel service and strong KPI performance.
NigeriaWhat I'm looking for
I am a results-driven customer support representative with experience across email, chat, and phone channels, committed to delivering excellent customer experiences and representing brands professionally.
I have reduced escalation rates, improved first response times, and contributed to customer retention through empathetic, solution-oriented support while meeting AHT and other KPIs.
I volunteer providing accessibility support, am proficient with CRM and ticketing systems (Zendesk, Freshdesk, RingCentral, HubSpot, Google Workspace), and I focus on clear communication, documentation, and follow-up to maintain high customer satisfaction.
Experience
Work history, roles, and key accomplishments
Customer Support Representative
Tee's Surprises
Sep 2025 - Present (3 months)
Reduced escalation rate by 10% through independent issue resolution and managed customer expectations while maintaining target AHT and improving retention via proactive follow-ups.
BEAccessibility Support Volunteer
Be My Eyes
Dec 2024 - Present (1 year)
Assists visually impaired users via live video calls, providing clear, patient guidance and maintaining responsiveness to improve accessibility and user satisfaction.
Customer Support Representative
EverythingScent
May 2024 - Jul 2025 (1 year 2 months)
Handled 50+ daily inquiries across email, chat and phone, improved first response time by 30% through ticket prioritization and workflow optimization, and increased customer referrals by 10%.
POS Attendant / Customer Support
Anusma Ventures
Jul 2021 - Oct 2021 (3 months)
Provided in-store product guidance, processed refunds/exchanges and resolved complaints, increasing repeat customer engagement by 10% through personalized service.
Education
Degrees, certifications, and relevant coursework
UHUniversity of Port Harcourt
Bachelor of Science, Human Physiology
2021 -
Pursuing a Bachelor of Science in Human Physiology at the University of Port Harcourt from November 2021 to November 2025.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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