Glory Effiong
@gloryeffiong1
I improve customer experiences by resolving escalations, building service systems, and training frontline teams.
NigeriaWhat I'm looking for
I'm the client-facing link at The Intellectual Plug, keeping capital-readiness engagements moving by coordinating founders, advisory teams, deliverables, follow-ups, and blockers.
Through The Customer's Nest, I help service businesses strengthen retention and consistency with customer experience audits, SOPs, KPI frameworks, knowledge resources, and practical frontline training. I use role-play and coaching to build confident teams that handle complaints, escalations, and service recovery well.
Across iHerb, Scentbird, and Auslogics Software, I've supported high-volume remote customers, resolved disputes and complex cases, and maintained strong KPI and CSAT performance. At iHerb, I maintained CSAT above 95% and KPI performance above 90% for 14 consecutive months.
Experience
Work history, roles, and key accomplishments
Client Experience Specialist
The Intellectual Plug
Jan 2023 - Present (3 years 8 months)
Serves as a key client-facing link between founders and the internal advisory team, removing bottlenecks in client relations and managing ongoing client communication and follow-ups.
Customer Experience Strategist & Trainer
The Customer's Nest
Provides customer experience consulting for service businesses, conducting audits and designing service systems including SOPs, KPIs, and training programs.
Maintained CSAT above 95% by resolving customer inquiries and disputes related to orders, sales, and product usage. Sustained KPI performance above 90% for 14 consecutive months.
Provided email-based customer support while maintaining 90%+ progressive KPI performance for 12 consecutive months. Managed escalations to technical support, logistics, supervisors, and sales.
Customer Service Agent
Auslogics Software Pty Ltd
Oct 2020 - May 2021 (7 months)
Provided timely email support and basic technical troubleshooting for software customers. Processed refunds and renewal cancellations while following service and policy requirements.
Education
Degrees, certifications, and relevant coursework
Crimea Federal University
Diploma in Medicine, Medicine
Completed a Diploma in Medicine at Crimea Federal University in 2018.
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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