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Gloria Samuel

@gloriasamuel

Customer Support Specialist driving satisfaction, retention, and operational efficiency across hospitality, SaaS and logistics.

Nigeria

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What I'm looking for

I seek a remote or hybrid role where I can lead customer support or operations, optimize processes with automation, and grow within a collaborative, growth-focused team.

I am a Customer Support Specialist with 4+ years of experience delivering excellent client service across logistics, hospitality, property management and SaaS platforms. I focus on reducing response and resolution times, handling escalations, and improving customer satisfaction and retention.

In operations roles, I have led remote support teams, implemented automations across Hostify, ClickUp and Zoho, and used analytics and feedback from PMS/CRMs to make data-driven improvements. I have a track record of promotions and performance rewards for improving productivity, conversions and order fulfillment.

I bring strong skills in CRM/ticketing (Zendesk, Intercom, Salesforce, Hubspot, Zoho), productivity and automation tools (ClickUp, Slack, Google Workspace, Zapier, Airtable, n8n), and a commitment to continuous learning and cross-cultural collaboration.

Experience

Work history, roles, and key accomplishments

Operations Manager

Green Label Property Investment Ltd

Feb 2023 - Mar 2025 (2 years 1 month)

Led customer support and operations for short-term rentals, improving response and resolution times, implementing automations across Hostify, ClickUp and Zoho, and optimizing occupancy and customer satisfaction metrics.

Customer Support Hostify ClickUp Zoho CRM Reporting & Analytics

Virtual Assistant

Freelance

Feb 2021 - Jan 2024 (2 years 11 months)

Provided virtual assistant services including customer support, e-commerce management across African markets, and social media strategy that increased client engagement by 60% and drove repeat contracts.

Customer Support Social Media Strategy Content Creation Google Workspace Zapier Client Relations Analytics

Call Centre Associate

CoAmana Market Limited

Mar 2022 - Aug 2022 (5 months)

Converted majority of 1,000+ client engagement calls to active users, conducted compliance verification calls for farmers, and resolved customer complaints across website and live chat to improve service quality.

Inbound Calls & Compliance Live Chat Support Ticket Resolution CRM Communication Customer Retention

Live Operations and Support Officer

isabiDeliver Logistics Limited

Aug 2021 - Jan 2022 (5 months)

Managed live support and dispatch coordination, troubleshooting account and fleet issues, and improved order fulfillment and service delivery by 35% through monitoring the app dashboard and vendor communication.

Live Operations Dispatch Coordination Troubleshooting Fleet Management Dashboards Vendor Relations order fulfillment Customer Support

Customer Sales and Marketing Officer

Legend Interiors Limited

Nov 2020 - Jun 2021 (7 months)

Managed on-site customer service, sales records, inventory and logistics, streamlined delivery processes and coordinated site inspections to improve customer satisfaction and operational efficiency.