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Gladys Nwaoha

@gladysnwaoha

Customer service professional specializing in multichannel e-commerce support, CRM tooling, and logistics-focused issue resolution.

Nigeria

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What I'm looking for

I’m looking for a fast-paced customer support role where I can deliver multichannel service, troubleshoot issues using CRM and helpdesk tools, and collaborate with logistics or product teams to improve CSAT through smart process improvements.

I’m a customer service professional with 2 years of experience delivering excellence in multichannel support (Email, Phone, Live Chat) across e-commerce, health and wellness/nutritional and supplement, and SaaS environments. In my roles, I’ve consistently achieved 95%+ customer satisfaction by resolving complex inquiries quickly, maintaining service quality under high volumes, and documenting tickets accurately in helpdesk systems.

I leverage Zendesk/Freshdesk/Udesk and e-commerce platforms like Shopify to manage tickets end-to-end, improve first-contact and resolution performance, and collaborate cross-functionally with logistics, warehouse, and product teams. I’ve contributed to measurable results—an improved first-call resolution rate (+14%), reduced “where is my order” contacts by 60%, raised customer satisfaction scores by 20% over six months, reduced refund escalations by 25%, and increased average order value by 12% through proactive service/package recommendations.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

UK SARMs Limited

Jun 2025 - Jun 2026 (1 year)

Delivered multichannel customer support via email, live chat, and helpdesk systems, maintaining 95%+ customer satisfaction under high inquiry volumes. Managed support tickets in Zendesk/Freshdesk/Udesk and Shopify, improved order shipment communication, and increased average order value through proactive upselling.

Multichannel Support Email Support Live Chat Support Help Desk Management Zendesk Freshdesk Shopify Customer Satisfaction Upselling Cross Selling Royal Mail Shipment Tracking Slack Customer Retention

Customer Service Agent

Apex Receptor

Dec 2024 - Dec 2025 (1 year)

Provided phone, email, and live chat customer support for global e-commerce clients, resolving 60+ daily inquiries with 95%+ CSAT. Used Zendesk for ticket management, supported returns and shipping issues on Shopify and WooCommerce, and processed refunds and chargebacks via Stripe.

Customer Support Phone Support Email Support Live Chat Support Zendesk Ticket Management Customer Retention Shopify WooCommerce Returns Shipping Support Refunds Chargebacks Stripe CRM

Live Chat Support Specialist

Preezee Consulting

Jan 2024 - Nov 2024 (10 months)

Provided first-point live chat support for clients as a remote contract, delivering prompt and professional responses. Managed customer records in a CRM, created/updated a knowledge base and SOPs, and handled 90+ tickets daily.

Live Chat Support Customer Support CRM Data Management SOP Development Customer Service Operations Ticketing

Education

Degrees, certifications, and relevant coursework

Digital Witch

Information and Technology Skills Certification, Information and Technology

2024 -

Completed an Information and Technology Skills certification (Digital Witch) in 2024.

Digital Hospitality Hub

Airbnb Arbitrage/Property Management Training, Property Management and Airbnb Arbitrage

2023 -

Completed training in Airbnb Arbitrage/Property Management (Digital Hospitality Hub) in 2023.

Customer Service: Problem-Solving and Troubleshooting (Course), Troubleshooting and Problem Solving

2023 -

Completed a LinkedIn course on problem-solving and troubleshooting in customer service in 2023.

Customer Service: Phone and Chat Support (Course), Customer Service

2023 -

Completed a LinkedIn course on serving customers through phone and chats in 2023.

Institute of Management and Technology, Enugu

Higher National Diploma, Cooperative Economics and Management

2015 -

Completed a Higher National Diploma in Cooperative Economics and Management at the Institute of Management and Technology in Enugu State starting August 2015.