Open to opportunities

kemisola User

@kemisolauser

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Dedicated Support & Sales Representative with expertise in E-commerce.

Nigeria

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What I'm looking for

I am seeking a role that fosters growth, collaboration, and innovation in customer support.

I am a dedicated Support & Sales Representative with over 4 years of experience in enhancing customer satisfaction and driving brand growth. My expertise spans across Graphics Design and E-commerce Support, where I utilize various tools such as Zoho, Zendesk, and Salesforce to deliver exceptional service. I pride myself on my ability to handle high volumes of customer inquiries while maintaining a professional demeanor and a strong ticket resolution rate.

Throughout my career, I have consistently demonstrated my ability to analyze customer feedback and collaborate with cross-functional teams to improve processes. For instance, during my tenure at Micas Inc., I successfully reduced shipping complaints by over 45% by reporting trends in customer feedback. My role as a Freelance Community Manager has further honed my skills in content creation and community engagement, allowing me to connect with a diverse audience of entrepreneurs and startup founders.

Experience

Work history, roles, and key accomplishments

Current

LiveChat Support Representative

Current

GWMD FITNESS

Apr 2025 - Present (2 months)

Handled an average of 55+ Emails and Live chat tickets daily via Zendesk CRM, resolving order issues related to shipping, cancellations, replacements, and refunds, maintaining a 95% ticket resolution rate. Proactively flagged high-risk transactions, escalated charge-backs, and collaborated with payment teams to swiftly resolve complaints. Consistently reported trends in consumer feedback, includin

Zendesk Live Chat Support Email Support Customer Service Payment Processing Data Reporting Customer Feedback Analysis

Current

Freelance Community Manager

Current

THE START-UP MARKETER

Feb 2024 - Present (1 year 4 months)

Actively engaged and managed an online community of 10k+ entrepreneurs and startup founders using HubSpot’s CMS. Organized workflows for consistent content delivery, maintaining an audience-engagement rate of 68%. Created and managed all media templates and creative assets in CanvaPro such as articles, newsletters, and e-flyers for brand events and promotions.

HubSpot Community Management Content Creation Social Media Management Workflow Optimization Graphic Design

Email Support Agent

MICAS INC.

Jan 2024 - Present (1 year 5 months)

Delivered exceptional support through prompt and effective responses to customer complaints and inquiries via Zendesk CRM. Utilised Shopify App integration and ERP systems to update order details, process refunds, and resolve issues with pending or fulfilled orders. Collaborated with product and logistics teams by reporting trends in customer feedback on shipping and order tracking issues, which r

Zendesk Email Support Shopify ERP Systems Customer Service Order Management Logistics Coordination

Phones Support Agent

CITYSPORTS UK

Aug 2022 - Present (2 years 10 months)

Performed accurate diagnosis of treadmill usage failures and error codes on treadmill units via phone channels using the Amazonconnect dialer. Assisted customers in troubleshooting technical issues, providing appropriate solutions based on defined procedures. Partnered with cross-functional teams to improve overall user experience, routing an average of 120+ complex issues to specialized teams.

Amazon Connect Phone Support Technical Troubleshooting Customer Service

Live Chat Support Agent

EVERCROSS E-BIKES

May 2021 - Present (4 years 1 month)

Responded to 75+ Live Chats daily via Zoho CRM, addressing complaints on pending and fulfilled orders. Addressed issues relating to order placements, shipping errors, payment issues, and product refunds. Routed an average of 50+ complex cases to specialised teams, collaborating with cross-functional departments to ensure swift resolution.

Zoho Live Chat Support Customer Support Order Management Payment Processing Complaint Handling

Education

Degrees, certifications, and relevant coursework

Google-Coursera

Professional Certificate, Foundations of User Experience Design

Obtained a professional certificate in User Experience Design, focusing on foundational principles and practices for creating user-centered digital experiences.

University of Lagos

B.Sc, Biochemistry

Studied Biochemistry at the University of Lagos, gaining a strong foundation in scientific principles and research methodologies within the Faculty of Science.