Esther Ojo
@estherojo
I resolve high-volume customer issues across Zendesk, email, chat, and phone while maintaining 95%+ CSAT.
NigeriaWhat I'm looking for
At I-Media, I manage 60+ daily customer interactions across email, live chat, and Zendesk tickets while maintaining customer satisfaction above 95%. I resolve billing, account, and technical issues on first contact for over 85% of tickets.
I prioritise urgent requests against SLA deadlines, maintain first-response times under two hours, and document recurring issues for the knowledge base. I bring empathetic communication, de-escalation, and efficient ticket triage to fast-paced remote support environments.
Experience
Work history, roles, and key accomplishments
Customer Support Representative
I-Media
Jan 2025 - Present (1 year 8 months)
Managed 60+ daily customer interactions across email, live chat, and Zendesk tickets, maintaining a CSAT score above 95%. Resolved billing, account, and technical issues on first contact for over 85% of tickets, reducing average handle time.
Education
Degrees, certifications, and relevant coursework
Obafemi Awolowo University
Bachelor of Science, Microbiology
Earned a Bachelor of Science in Microbiology from Obafemi Awolowo University, Ile-Ife, Nigeria in 2013.
Zendesk
Zendesk Support Fundamentals, Customer Support
Completed the Zendesk Support Fundamentals certification.
Customer Service Fundamentals, Customer Service
Completed the Customer Service Fundamentals certification from Google Customer Service & Support.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Job categories
Skills
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