Erma Okafor
@ermaokafor
Customer-focused support specialist driving technical issue resolution and satisfaction.
NigeriaWhat I'm looking for
I am a customer-centric Customer Support Specialist with over seven years' experience in technical support, customer service, and team leadership within e-commerce and logistics. I consistently maintain high satisfaction scores while resolving complex technical issues across voice, chat, and email channels.
I specialize in API onboarding and integration support (WooCommerce, WordPress, Shopify), CRM tools (Salesforce, Zendesk, Freshdesk), and data-driven improvements using Excel and Power BI. I have a track record of reducing repetitive inquiries through documentation and self-service resources, and I collaborate closely with Product, Engineering, and Operations to close systemic gaps.
I am certified in Power BI, Excel, and Customer Success Management, and I bring proven experience training and mentoring teams, streamlining processes, and supporting B2B onboarding to ensure seamless customer experiences.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Topship Africa
Jan 2022 - Present (4 years 1 month)
Provided multichannel technical and B2B support for shipping integrations, onboarding customers to APIs/plugins and maintaining 90%+ customer satisfaction while reducing repetitive inquiries by over 20% through self-serve content.
Live Chat Specialist
Jumia Nigeria
Jan 2020 - Jan 2022 (2 years)
Handled real-time chat inquiries for orders, returns and payments with a 60s first response time and led implementation of canned responses while maintaining top customer satisfaction scores for four consecutive quarters.
Inbound Customer Support Rep
Jumia Nigeria
Jan 2017 - Jan 2020 (3 years)
Managed ~80 inbound calls daily with 3-minute average handling time, processed refunds/exchanges, and used CRM systems to prioritize and resolve escalations while earning Best Inbound Agent recognition.
Regulatory Officer
NAFDAC
Jan 2015 - Jan 2016 (1 year)
Guided clients through chemical import permit applications, inspected storage facilities for compliance, digitized licensing applications and helped streamline the application review process.
Education
Degrees, certifications, and relevant coursework
Bells University of Technology
Bachelor of Science, Biochemistry
Grade: Second Class Upper Division
Completed a Bachelor of Science in Biochemistry with a Second Class Upper Division, focusing on biochemical principles and laboratory techniques.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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