Open to opportunities

Epiphania ihaza

@epiphaniaihaza

Message

I am a tech-savvy online customer support specialist focused on retention.

Nigeria

Message

What I'm looking for

I’m seeking a full-time remote customer support role where I can improve retention, solve ecommerce and SaaS issues using Zendesk/Gorgias, and grow in a collaborative, customer-first environment.

I am a friendly, tech‑savvy online customer support specialist with 5+ years of experience delivering chat, email, and ticket-based support across remote and global teams.

I consistently achieve high satisfaction and resolution metrics, maintaining 97–98% customer happiness and strong first-contact resolution rates while handling high daily volumes.

I specialize in ecommerce and SaaS support, using Zendesk, Gorgias, Shopify and Intercom to troubleshoot orders, process returns, escalate technical issues, and create clear documentation for customers and teams.

I am proactive and customer-first: I build loyalty through personalized follow-ups, improved self-service resources, and peer training, and I’m ready to contribute my remote-work expertise to a full-time, customer-centric role.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

Freelancing

Apr 2020 - Feb 2022 (1 year 10 months)

Managed customer support for a SaaS platform serving 1,000+ active users, resolving technical and billing issues with a 95% first-contact resolution rate. Created help documentation, escalated bugs to development, and trained two new support team members.