Open to opportunities

Glory Nnenna Onu

@glorynnennaonu

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Customer Support Specialist focused on high-CSAT service, fast SLAs, and remote-first execution.

Nigeria

Message

What I'm looking for

I’m looking for remote opportunities where I can own high-volume customer inquiries, hit SLA and CSAT targets, and work confidently with async communication. I’m happiest in teams that value clear ticket ownership, continuous improvement, and fast tool adoption.

I’m a Customer Support professional with 2+ years of experience across banking, retail, and wellness, handling high-volume inquiries via phone, email, and live chat while keeping CSAT consistently above 90% and meeting SLA targets. I work especially well in remote environments, using async communication, self-directed workflows, and quickly picking up new tools across time zones.

In my current role at Eden Group, I handle 80+ customer inquiries and 100+ inbound calls daily, maintaining a 2-minute first-response SLA and 90% CSAT. I’ve cut average ticket resolution time by 30% through better escalation to Tier 2 teams, contributed to a 15% improvement in retention with empathetic follow-ups, and surfaced Voice of Customer recommendations that informed product improvements. I also bring strong coordination and customer-care fundamentals from appointment setting at Bella Novera Spa and Beauty Clinic (95%+ CSAT) and customer-focused sales support from Ecobank (110% KPI achievement, 94% CSAT).

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Eden Group

Jan 2025 - Present (1 year 5 months)

Handled 80+ customer inquiries and 100+ inbound calls daily across phone, email, and live chat, consistently meeting a 2-minute first-response SLA and 90% CSAT. Cut average resolution time by 30%, improved SLA compliance (80%), increased retention by 15%, and delivered Voice of Customer insights with 3 product recommendations in Q1 2025.

Customer Support Zendesk HubSpot CRM SLA Management CSAT Live Chat Voice Of Customer Customer Retention

Customer Support Appointment Setter

Bella Novera Spa and Beauty Clinic

Jan 2024 - Jan 2024 (0 months)

Managed 40+ monthly bookings and handled client inquiries with same-day turnaround, achieving 95%+ CSAT. Reduced no-shows and repeat complaints using structured reminders and follow-ups, improving client retention by 20%, and implemented VOC-driven service changes that improved appointment flow by 25%.

Appointment Scheduling Customer Support Client Retention Empathy Time Management

Sales Executive & Customer Service

Ecobank

Jan 2023 - Jan 2024 (1 year)

Exceeded monthly customer engagement KPIs by 110% by identifying client needs and recommending relevant banking solutions. Maintained 94% CSAT by resolving complaints and escalating unresolved issues within SLA windows, reducing repeat contacts by 18%, and supported onboarding and follow-ups that improved early CSAT by 22% and drove a 12% increase in referral-based account openings.

Complaint Handling Customer Onboarding Customer Relationship Management CSAT Banking Customer Support