Love Uka
@loveuka
Customer Support Specialist driving retention, conversions, and measurable CX results.
NigeriaWhat I'm looking for
I’m a customer-focused support specialist with 5+ years of experience handling inbound and outbound interactions, resolving issues efficiently, and improving customer satisfaction. I combine conflict resolution, objection handling, and service recovery to turn tough moments into repeat business.
I drive revenue through upselling, cross-selling, and lead conversion while maintaining clear performance visibility using KPI tracking like CSAT, FCR, AHT, and Conversion Rate. In every role, I keep CRM records accurate and current to protect the customer journey end-to-end.
From logistics and e-commerce order support to high-volume helpdesk work, I’ve supported customers across phone, chat, and social channels while coordinating escalations and fulfillment. I’m known for SOP development, call script optimization, and cross-functional collaboration—so customers get consistent, high-quality service every time.
Experience
Work history, roles, and key accomplishments
Sales & Customer Service Rep
Smart Mass Moving and Logistics
Oct 2024 - Apr 2026 (1 year 6 months)
Handled 100 inbound and outbound calls per day to generate leads and increase revenue. Converted inquiries into service bookings, maintained accurate CRM records, and resolved complaints to improve satisfaction and retention.
Senior Customer Support Specialist
Hikky’s Luxury Salon
Feb 2023 - Sep 2024 (1 year 7 months)
Handled 500+ weekly customer interactions across phone, chat, and social channels while improving service consistency. Increased revenue through upselling and cross-selling, managed inquiries and follow-ups, and supported order fulfillment and escalations to strengthen loyalty.
Customer Service Lead
Natural Girl Wigs (Regirl)
Jan 2021 - Jan 2023 (2 years)
Managed inbound and outbound customer communications, converting product inquiries into sales through personalized recommendations. Oversaw order processing, returns, exchanges, and fulfillment coordination, and trained team members on call handling and customer communication.
Customer Service Desk Analyst
Access Bank Plc
Sep 2018 - Oct 2020 (2 years 1 month)
Handled high-volume inbound calls and resolved customer issues using structured troubleshooting, achieving 70% first-call resolution. Educated customers on banking services, identified cross-selling opportunities, maintained accurate interaction records, and followed call script and quality standards.
Education
Degrees, certifications, and relevant coursework
Dakins CSR Academy
Customer Service Training, Customer Service
2026 -
Completed customer service training with Dakins CSR Academy in 2026.
Project Management Professionals Institute
Project Management Certification, Project Management
2022 -
Completed a project management certification in 2022 through Project Management Professionals Institute.
Federal University of Technology, Owerri
Bachelor's degree (Agricultural Extension), Agricultural Extension
2014 -
Earned a bachelor’s degree in Agricultural Extension from the Federal University of Technology, Owerri.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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