Open to opportunities

Natasha Ema

@natashaema

Message

Empathetic customer support specialist driving satisfaction and retention.

Nigeria

Message

What I'm looking for

I seek remote roles where I can apply empathy-driven support, reduce churn, collaborate cross-functionally, and grow into customer success or operations leadership.

I am an empathetic, detail-oriented Customer Support Specialist with over three years of experience supporting e-commerce and service customers via phone, email, and live chat.

I have a strong track record working with Zendesk, Zoho CRM and Google Suite to drive customer satisfaction above 95% while reducing churn and raising conversion rates.

In recent roles I converted inbound inquiries into confirmed bookings and steady revenue, owned issues end-to-end to lower escalations, and relayed structured product feedback to cross-functional teams to improve product and service delivery.

I bring strong communication, troubleshooting and analytical skills, a growth mindset, and proven experience managing high-volume inquiries, transaction processing, and retention conversations in fully remote environments.

Experience

Work history, roles, and key accomplishments

Customer Success Executive

Bitsin Travels and Tours Limited

Mar 2025 - Jan 2026 (10 months)

Managed 100+ monthly client inquiries via ZohoCRM, phone, and email, maintaining a 95%+ customer satisfaction rating and converting 25% of inbound inquiries into confirmed bookings that generated ₦3M+ consistent monthly revenue.

Zoho CRM Customer Support Consultative Sales Complaint Resolution Cross Functional Collaboration Customer Satisfaction Revenue Generation

Customer Support Representative

African Naturalistas

Jun 2023 - Jun 2025 (2 years)

Handled 50+ daily inquiries via phone, email, and live chat with a 95%+ satisfaction rating, processed 100+ weekly transactions, and drove a 20% increase in sales conversion through product education and retention conversations.

Phone Support Live Chat Email Support Transaction Processing Customer Retention

Executive Virtual Assistant

Bullion Marketing Agency

Jun 2023 - Jul 2023 (1 month)

Coordinated executive calendars, prepared documents, managed digital files, conducted research, and summarized meeting action items to ensure timely follow-through during a one-month internship.

Calendar Management document preparation Research File Management Communication Administrative Support

Marketing Representative

Century21freedom Group International

Apr 2018 - Jan 2023 (4 years 9 months)

Managed administrative tasks including client documentation, lead tracking, and weekly performance reports while coordinating communication between sales teams and management to support outreach campaigns.

Lead Management Documentation Reporting Database Management Administrative Coordination Outreach