Open to opportunities

Ewere Owa

@ewereowa

Customer Support Specialist helping clients solve issues fast, using CRM tools and customer experience insights to drive retention.

Nigeria

Message

What I'm looking for

I want to join a customer-first team where I can resolve issues fast, use CRM and feedback insights to improve products, and grow service outcomes. I’m at my best as the customer’s liaison—ensuring every interaction strengthens retention and reputation.

I’m a skilled client service executive and customer support specialist who solves customer and client problems across phone, email, and chat. I’m known for product training, clear communication, and acting as a liaison between customers and internal teams to speed up resolution.

In my current role, I provide exceptional customer support, resolve complaints, and meet customer satisfaction and response-time targets. I also use CRM tools to document interactions, track inquiries, and manage follow-ups so nothing slips through the cracks.

Previously, I worked as a Customer Experience Analyst, serving as the first point of contact for internal and external queries through email, social media, phone, and chat. I ensured issues were resolved within set SLAs and shared customer feedback with stakeholders to support product and process improvement.

Earlier experience includes customer service and support roles at First Bank Nigeria, Jumia Nigeria, and African Cable Television—handling high inbound volumes, managing customer relationships, and troubleshooting account and order-related issues. I bring a strong service mindset, problem-solving approach, and the confidence to mediate conflict and lead colleagues when needed.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Raenest

Jun 2024 - Present (1 year 10 months)

Provided customer support across phone, email, and chat by resolving inquiries and complaints to ensure client satisfaction. Used CRM tools to track interactions and follow-ups while meeting customer satisfaction and response-time targets.

Customer Support SLA Management Email Support Live Chat Support Zendesk Freshdesk Customer Satisfaction

Customer Experience Analyst

Fluttrwave

May 2023 - Jun 2024 (1 year 1 month)

Handled internal and external customer queries and complaints as the first point of contact across email, social media, phone, and chat. Ensured resolutions within set SLAs and shared customer feedback with stakeholders to support product and process improvements.

Customer Experience Complaint Resolution SLA Management Social Media Support Email Support Phone Support Chat Support

Customer Service Executive

Paga Group Limited

Dec 2022 - Apr 2023 (4 months)

Assisted customers with company products and services by investigating complaints, verifying issues, and providing solutions. Proactively gathered information to support 90% first call resolution and escalated unresolved cases when needed.

Customer Service Call Resolution Product Support Customer Retention

Customer Service Representative

Jumia Nigeria

Jan 2017 - Sep 2017 (8 months)

Provided accurate and timely responses to customer queries and directed inbound chat queues to improve call flow. Supported customer service and technical support for existing products and orders, including order tracking and customer confirmation during promotions.

Customer Service Technical Support Chat Support Customer Retention

Customer Service Representative

African Cable Television

Jan 2015 - Dec 2016 (1 year 11 months)

Supported customers with information about products and services while handling 80+ inbound calls. Resolved customer complaints by providing solutions or routing complex issues to the appropriate department and maintaining streamlined records of interactions and transactions.

Customer Support Complaint Handling Product

Service Executive

First Bank Nigeria

Sep 2017 - Present (8 years 7 months)

Responded to customer tickets ensuring first response and resolution were within SLA. Handled 250+ inbound calls per week, helped protect accounts by reviewing suspicious activity and reversing transactions, and introduced customers to new products and services.

Ticketing SLA Account Protection Fraud Monitoring Transaction Reversal Debit Credit Card Reissue Customer Relationship Management Banking Forms Support