EMELDA AZUBUIKE

I’m a Customer Support Specialist with 4+ years of experience delivering exceptional customer service across phone, email, live chat, and digital channels. I focus on clear communication, accurate documentation, and fast, reliable issue resolution.

In my most recent role, I resolved 2,000+ customer enquiries monthly while maintaining a 95%+ First Contact Resolution (FCR) rate and consistently meeting service-level targets. I managed service enquiries, account-related requests, quotations, documentation, and support cases with timely, professional responses.

I’m especially proud of my CRM discipline—maintaining 99% CRM documentation accuracy by updating records and documenting interactions. By escalating issues effectively and collaborating across teams, I reduced service turnaround time by 25% and contributed to an 85% customer retention rate.

I’m also comfortable working remotely in KPI-driven environments, with experience coordinating via Microsoft Teams, Slack, Zoom, and Google Workspace. I’m open to all time zones and bring strong organizational, multitasking, and attention-to-detail skills to keep support smooth and measurable.