Open to opportunities

emem eshiet

@ememeshiet

Message

Customer Service Representative with 8+ years resolving customer issues via CRM-driven phone, email, and live chat.

Nigeria

Message

What I'm looking for

I’m looking for a customer support role where I can deliver first-contact resolutions using CRM/ticketing, protect CSAT and SLA, and improve processes with structured follow-ups, clear communication, and calm escalation handling—ideally in a remote setup.

I’m a results-driven Customer Service Representative with over 8 years of experience delivering high-quality support via phone, email, and live chat in fast-paced environments. I focus on first-contact resolution, customer satisfaction (CSAT), and SLA compliance, with a proven ability to resolve 85–90% of inquiries on first contact.

In my most recent customer-facing role, I handled 25+ daily inquiries for billing, subscriptions, and service activation, documenting everything in CRM and ticketing systems to ensure accurate records and timely follow-up. I resolve complaints in line with SLA requirements, minimize escalation, and improve retention through proactive customer follow-ups.

I also bring strong operational and administrative support experience—from receptionist and administrative coordination to HR and confidential record management. I improved response efficiency through a structured follow-up tracking system, and I’m comfortable working remotely and across time zones, supported by my Remote Work & Cybersecurity certification.

Experience

Work history, roles, and key accomplishments

Current

Receptionist / Administrative Support

Current

Beulah International School

Dec 2023 - Present (2 years 7 months)

Managed daily customer inquiries via phone, email, and in-person interactions while maintaining accurate administrative records. Implemented a structured follow-up tracking system to improve response efficiency and accuracy.

Customer Support Phone Support Email Support Record Management Data Entry Follow Up Systems Meeting Coordination Confidentiality

Customer Service / Account Officer

Eastland General Services

Jan 2017 - Sep 2023 (6 years 8 months)

Handled customer inquiries related to billing, subscriptions, and service activation while maintaining accurate financial records. Resolved complaints in line with SLA requirements, documented interactions in CRM/ticketing systems, and conducted proactive follow-ups to improve customer satisfaction and retention.

Customer Support Billing Subscriptions Ticketing Systems SLA Escalation Handling Customer Satisfaction Customer Retention Data Entry

Human Resource Personnel

AkwaPrime Hatchery & Poultry Ltd

Dec 2015 - Dec 2016 (1 year)

Supported end-to-end recruitment and onboarding activities, including interview scheduling, candidate documentation, and employee orientation. Maintained confidential employee records and HR databases to ensure accurate documentation and regulatory compliance.

Recruitment support Onboarding Interview Scheduling HR Correspondence & Compliance

Secretary

Ebonyi State Government House

Sep 2014 - Sep 2015 (1 year)

Coordinated executive schedules, meetings, and official correspondence to support daily operations. Managed organized filing systems, prepared reports, and screened incoming calls and visitors while handling confidential documentation.

Meeting Coordination Report Preparation Call Screening