Erica Edwin
@ericaedwin
Customer Support Specialist who boosts CSAT, FCR, and retention with CRM excellence.
NigeriaWhat I'm looking for
I’m a Customer Support Specialist and Virtual Assistant with 6+ years delivering exceptional customer experiences across call center, e-commerce, and healthcare. I consistently drive strong outcomes—98% customer satisfaction and 95% first-contact resolution—through structured troubleshooting and knowledge-based support.
I’m hands-on with CRM and helpdesk operations, proficient in Zendesk, Zoho CRM, HubSpot, and Bitrix24. I manage multi-channel support (phone, email, live chat), ensure SLA compliance, and strengthen escalations with clear tracking, follow-ups, and root cause analysis.
I also support revenue and retention through proactive lifecycle engagement—order processing, post-purchase follow-ups, and customer retention strategies. I’m ALX-certified and comfortable operating across WAT (UTC+1) and other global time zones, so I can support remote & hybrid teams seamlessly.
Experience
Work history, roles, and key accomplishments
Customer Support Associate
Reliance Health
Jan 2024 - Aug 2025 (1 year 7 months)
Resolved 80+ customer inquiries daily via Zoho ticketing and email, achieving a consistent 95% first-contact resolution (FCR) rate. Delivered multi-channel support with 98% CSAT, guided 200+ clients to healthcare plan selection (30% conversion), and reduced unresolved complaint backlog by 25% while maintaining 95% QA scores.
Customer Service Agent
Betastore
May 2021 - Dec 2023 (2 years 7 months)
Managed 100+ inbound and outbound calls daily using Zoho CRM, reducing average handle time by 15%. Processed orders on Shopify with 99% accuracy (reducing order errors by 15%), increased sales conversion by 20% with outbound campaigns, improved retention by 18%, and reduced logistics-related complaints by 10%.
Customer Service Executive
Gidi Cakes
Jan 2020 - Sep 2020 (8 months)
Served as the primary point of contact for phone and email inquiries, resolving 90%+ of issues at first contact. Managed end-to-end order processing and cross-team coordination to ensure on-time fulfillment, reducing order discrepancy incidents by 20%.
Telesales & Customer Care Rep
Iroko TV
Jan 2019 - Dec 2019 (11 months)
Drove digital subscription growth through targeted outbound telemarketing campaigns. Provided first-line technical and billing support, resolving 85%+ of issues on the first call, and reduced early churn by 12% through improved onboarding and account activation support.
Education
Degrees, certifications, and relevant coursework
University of Benin
Bachelor of Education (B.Ed.), Adult Education
Bachelor of Education (B.Ed.) in Adult Education from the University of Benin, completed in 2017.
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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