Open to opportunities

Eni Akpan

@eniakpan

Customer Support Specialist and cold-calling telemarketer who turns conversations into conversions with 95%+ KPI performance.

Nigeria

Message

What I'm looking for

I’m looking for a fast-paced remote role where I can deliver 95%+ KPI results in customer support, manage follow-ups in CRM, and support revenue through telemarketing/outbound efforts—while collaborating across teams to improve processes.

I’m a high-energy, results-driven Customer Support Specialist with 2+ years of experience turning conversations into conversions. I consistently hit 95%+ KPI targets by delivering white-glove customer experiences across high-volume phone, email, and live chat, with first-contact resolution reaching 90%+.

I combine confident, empathetic objection-handling and persuasive communication with precise CRM management and follow-up execution to protect brand reputation and drive retention. With experience spanning customer complaints, returns and exchanges, and technical support for training students—plus a Digital Marketing Certificate—I bridge sales with strategy to improve outcomes from the first dial to the final follow-up.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Xeda Empire

Jun 2024 - Present (2 years)

Delivered 90%+ first-contact resolution and maintained 95%+ success completion across phone, email, and live chat for product info, order status, returns, and exchanges. Managed and updated customer records in the CRM, handled complaints through empathetic conflict resolution, and collaborated with sales and logistics to accelerate issue resolution while sustaining 95%+ KPI performance.

Customer Support CRM Management Live Chat Support Email Support First Contact Resolutions Complaint Management Conflict Resolution KPI Tracking Data Analysis

Customer Support Specialist

Nerdy Eye

Apr 2023 - May 2024 (1 year 1 month)

Provided phone, email, and live chat support for tech training students, achieving 95%+ inquiry resolution for course information, enrollment, and platform access. Resolved technical blockers with 90% first-contact resolution, maintained CRM records and follow-ups, and collaborated with instructors and operations to improve escalations, KPIs, and overall student experience.

Customer Support CRM Management Live Chat Support Email Support Technical Troubleshooting First Contact Resolutions Student Support KPI Tracking

Education

Degrees, certifications, and relevant coursework

University of Uyo

Bachelor of Science, Political Science & Public Administration

2017 - 2022

Grade: Second Class Honours (Upper Division)

Earned a B.Sc. in Political Science & Public Administration from the University of Uyo (2017–2022). Graduated with Second Class Honours (Upper Division).