Mercy Atede
@mercyatede
Customer support specialist delivering high-CSAT remote chat and email support.
NigeriaWhat I'm looking for
I am a Customer Support Representative with 2+ years supporting B2B and service-based products via chat, email, and remote channels, consistently maintaining 90–95% CSAT and high first-contact resolution. I troubleshoot technical issues, explain complex concepts simply, and document solutions to improve knowledge bases and reduce repeat inquiries.
I have experience with Zendesk, Freshdesk, Intercom, HubSpot, Slack, Teams, Zoom, and Google Workspace, and I thrive in distributed, SaaS-oriented support teams working US/UK hours. I bring proven metrics-driven performance, strong time-management, and a focus on clear communication and secure handling of sensitive information.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Caring Habitat
May 2025 - Present (7 months)
Provided frontline healthcare support across day and night shifts, maintaining 90–95% CSAT and improving documentation accuracy and communication clarity to reduce repeat inquiries.
Virtual Customer Support Specialist
Freelance / Various Clients
Mar 2024 - Apr 2025 (1 year 1 month)
Handled 30–50+ daily inquiries for US/UK clients via chat and email, achieving a 95% first-contact resolution rate and maintaining ticket workflows in Zendesk/Freshdesk.
Customer Support Specialist
Dermaspace Esthetics and Wellness Center
Feb 2022 - Jan 2024 (1 year 11 months)
Provided live chat and email support, handled 50+ messages daily, resolved complaints and order issues, and simplified communication workflows to improve customer satisfaction.
Education
Degrees, certifications, and relevant coursework
National Youth Service Corps (NYSC)
Certificate of Completion, Service Corps
2023 - 2023
Completed the mandatory National Youth Service Corps certificate of completion following university graduation.
KUKogi State University
Bachelor of Arts, Political Science
2016 - 2020
Completed a Bachelor of Arts (Honors) in Political Science at Kogi State University, studying governance, public policy, and political theory.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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