Fathia Lukmon
@fathialukmon
Remote customer support specialist at Queek who reached 95% CSAT and cut email response time by 32%.
NigeriaWhat I'm looking for
At Queek, I handled high-volume live chat and email support remotely, reaching a 95% customer satisfaction score and a 94% first-contact resolution rate. I reduced average email response time by 32% through prioritization and knowledge base use.
At Subsi, I supported customers through email and live chat, improved first-contact resolution by 18% using refined macros and templates, and assisted with onboarding new team members. Earlier, at ModSquad, I optimized chat scripts to decrease average handling time by 24%.
Experience
Work history, roles, and key accomplishments
Remote Chat & Email Support Specialist
Queek
Jan 2025 - Jan 2026 (1 year)
Managed high-volume live chat and email support remotely, handling 90–120 concurrent interactions daily. Achieved a 95% customer satisfaction score and a 94% first-contact resolution rate while working fully remotely.
Remote Email & Chat Support Specialist
Subsi
Jan 2023 - Jan 2025 (2 years)
Provided professional email and live chat support from a remote setup, resolving 80–110 tickets daily with a 93% customer satisfaction score. Enhanced first-contact resolution by 18% through refined macros and response templates.
Remote Chat Support Agent
ModSquad
Jan 2022 - Jan 2023 (1 year)
Delivered real-time live chat support remotely for product inquiries, troubleshooting, and account issues. Averaged 70–95 chats daily, achieving a 91% customer satisfaction score and an 88% first-contact resolution rate.
Education
Degrees, certifications, and relevant coursework
National Open University of Nigeria
Bachelor of Science, Political Science
Pursuing a Bachelor of Science in Political Science with undergraduate coursework.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Job categories
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