Awah Michael
@michael1
Customer Experience (CX) Specialist delivering omnichannel support and retention-focused service that boosts CSAT.
CameroonWhat I'm looking for
I’m a Customer Experience (CX) Specialist with 3+ years of remote, high-volume omnichannel support experience at Jumia Cameroon, handling phone, email, live chat, and social media. I’m known for SLA-driven issue resolution, escalation management, and retention-focused service that improves customer outcomes.
I use Zendesk, HubSpot, and Salesforce to keep CRM and ticketing records accurate, supporting continuity and reliable cross-channel follow-up. I consistently met or exceeded QA and productivity KPIs, while also reducing repeat complaints by ~10% through root-cause analysis.
I support order processing, returns, and exchanges with ~90% accuracy, strengthening first-contact resolution and reducing unnecessary follow-ups. I collaborate effectively across distributed teams using Zoom, Slack, Google Meet, Discord, and Notion, and I bring bilingual communication (English/French) plus empathy-driven, first-contact resolution for most inquiries.
Experience
Work history, roles, and key accomplishments
Customer Experience Specialist
Jumia Cameroon
Nov 2019 - Jun 2023 (3 years 7 months)
Delivered omnichannel customer support (phone, email, live chat, social media) handling 20–40 inquiries daily while maintaining SLA-aligned response and resolution times. Reduced repeat complaints by ~10% via root-cause analysis, supported order processing/returns with ~90% accuracy, and met/exceeded QA and productivity KPIs using Zendesk, HubSpot, and Salesforce for end-to-end case tracking.
Education
Degrees, certifications, and relevant coursework
University Institute of the Gulf of Guinea
Bachelor of Business Administration, Business Administration
Grade: GPA: 3.2
Earned a Bachelor's degree in Business Administration from the University Institute of the Gulf of Guinea, graduating in 2017.
Tech stack
Software and tools used professionally
Availability
Location
CameroonAuthorized to work in
United States
Canada
United Kingdom
South Africa
MexicoSocial media
Skills
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