Grace Ochoyiba Micheal
@graceochoyibamicheal
I resolve customer issues quickly and improve support operations through CRM workflows.
NigeriaWhat I'm looking for
At Digital Witch Support Team, I manage 50–70+ customer inquiries daily across email and live chat while maintaining an average response time under five minutes.
I've sustained 95–98% CSAT, resolved 90%+ of issues on first contact, and maintained 100% SLA compliance. I also reduced ticket backlog by 45% in one month through priority tagging and structured ticket categorization, while de-escalating 85%+ of critical complaints.
In a Customer Data Management and Optimization project, I cleaned and restructured 2,000+ customer records, improving data accuracy by 95% and eliminating duplicates.
I use CRM, ticketing, workflow automation, and reporting tools to make customer history easier to track, improve engagement, and help teams resolve issues faster.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Digital Witch Support Team
Jan 2025 - Present (1 year 7 months)
Managed 50-70+ customer inquiries daily across email and live chat, maintaining an average response time under 5 minutes. Achieved 95-98% CSAT and resolved 90%+ of issues on first contact.
Customer Data Management and Optimization Project
Digital Witch Support Team
Mar 2026 - Mar 2026 (0 months)
Cleaned and restructured 2,000+ customer records, improving data accuracy by 95% and eliminating duplicates. Implemented CRM segmentation strategy and automated workflows, increasing engagement by 30% and reducing manual reporting time by 40%.
Education
Degrees, certifications, and relevant coursework
Federal Polytechnic Nasarawa
Bachelor of Science, Mass Communication
Pursuing a degree in Mass Communication at Federal Polytechnic Nasarawa, Nigeria, with an expected graduation in 2027.
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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