Open to opportunities

Elsie Maxwell

@elsiemaxwell

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Dedicated Customer Support Specialist with over 10 years of experience.

Nigeria

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

As a dedicated Customer Support Specialist with over 10 years of experience, I have consistently delivered excellent service through various channels, including phone, live chat, and email. My proficiency in CRM systems like Zoho Desk and Zendesk has enabled me to effectively manage high-volume inquiries and resolve customer issues efficiently. I take pride in my ability to optimize the end-to-end customer experience, ensuring high satisfaction rates and fostering customer loyalty.

Throughout my career, I have been recognized for my empathy and reliability, which have been instrumental in achieving a customer satisfaction (CSAT) score of over 90% monthly. My experience includes roles in customer support, procurement, and sales management, where I have successfully reduced ticket backlogs and improved service-level compliance. I am passionate about continuous improvement and thrive in remote support environments, always looking for ways to enhance processes and deliver exceptional service.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

BuyBetter Nigeria NG

Jan 2024 - Present (1 year 8 months)

Delivered Tier 1 and Tier 2 support via chat, email, and phone with 95%+ response SLA. Resolved customer pain points related to order issues and logistics, reducing ticket backlog by 30%.

Zoho Desk Zendesk Customer Satisfaction Ticket Resolution Cross Functional Communication

Customer Service Representative

Cakes and Cream Ltd

Jun 2023 - Jan 2024 (7 months)

Managed 100+ daily inquiries, order placements, and delivery tracking. Handled complaints with professionalism, reducing negative feedback incidents by 40%.

Customer Service Order Management Customer Satisfaction

Procurement & Vendor Relations Officer

Pearlex Nigeria Ltd

Nov 2020 - Dec 2022 (2 years 1 month)

Coordinated supplier deliveries, maintaining an on-time delivery rate of 97%. Resolved vendor disputes and delays, enhancing service-level compliance.

Procurement Vendor Relations Dispute Resolution

Assistant Sales Manager

Pearlex Nigeria Ltd

Jan 2020 - Nov 2020 (10 months)

Supported B2B and B2C sales operations and CRM data updates. Streamlined stock reordering processes and improved fulfillment accuracy.

Sales Operations CRM Stock Management B2B Sales

Restaurant & Front Desk Manager

Sweet Memoirs

Dec 2018 - Jan 2020 (1 year 1 month)

Managed day-to-day customer interactions, bookings, and feedback management. Supervised staff and handled customer escalations in a high-paced environment.

Staff Supervision Customer Escalation

Customer Care Agent

Etisalat Nigeria

Jan 2014 - Dec 2014 (11 months)

Provided technical support and billing resolutions, ensuring first-contact resolution (FCR). Educated users on service features, resulting in reduced churn.

Technical Support First Contact Resolutions Customer Education

Education

Degrees, certifications, and relevant coursework

Wharton School, University of Pennsylvania

Certificate, Customer Analytics

2024 - 2024

Completed an online course in Customer Analytics. Focused on leveraging data to understand customer behavior and improve customer experience strategies.

National Open University of Nigeria

B.Sc., Entrepreneurship & Business Management

2020 - 2020

Studied entrepreneurship and business management principles. Gained knowledge in business operations, strategic planning, and organizational leadership.