Faith Augustine
@faithaugustine1
Customer Support Agent specializing in logistics and high-volume remote service, improving CSAT and response times.
NigeriaWhat I'm looking for
I’m a Customer Support Agent with 3+ years of remote experience managing high-volume, time-sensitive support across phone, email, live chat, and ticket systems. I supported 15+ accounts while maintaining 95%+ CSAT, and I cut response times from 24 hours to under 4 hours using structured Zendesk ticket routing.
I’m confident handling outbound calling and proactive shipment monitoring, flagging issues before customers report them and closing open cases before escalation. I keep accurate, real-time CRM records across Zoho CRM, Zoho Desk, and HubSpot, and I’ve improved logistics and e-commerce outcomes by resolving delivery issues quickly, escalating complex disputes, and building standardized support workflows.
Experience
Work history, roles, and key accomplishments
Virtual Assistant & Customer Support
Alex Ventures
Jan 2022 - Present (4 years 5 months)
Managed 200+ monthly support tickets across email, live chat, and phone, reducing response times from 24 hours to under 4 hours with structured Zendesk routing. Coordinated with 3PL and logistics partners to resolve 90% of delivery issues within 24 hours while maintaining 95%+ CSAT and 96% resolution.
E-commerce Customer Support
Yeemofe Stylish Boutique
Jan 2021 - Jan 2022 (1 year)
Handled 500+ monthly customer inquiries via email and live chat, improving order tracking, returns, disputes, and delivery support while maintaining 95% CSAT. Resolved complex logistics disputes with delivery partners and increased on-time delivery to 98%, while reducing order processing time by 40% through standardized workflows.
Education
Degrees, certifications, and relevant coursework
Delta State University
Bachelor of Science in Education, Biology Education
2012 - 2015
Earned a BSc Ed in Biology Education from Delta State University in Abraka from 2012–2015.
Availability
Location
NigeriaAuthorized to work in
Social media
Job categories
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