Looking for a job

Ngozi Eluwa

@ngozieluwa

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I handle high-volume customer support, lead follow-up, and scheduling across phone, email, and chat.

Nigeria

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What I'm looking for

I'm looking for a customer support role where I can handle calls, email, and chat, use CRM tools to resolve issues quickly, support customers professionally, and contribute to reliable service quality.

I'm currently supporting a US-based client at Calls Experts, handling inbound and outbound calls, lead follow-up, appointment scheduling, and accurate CRM updates.

At Reset Property Services, I led a small phone, email, and chat team while maintaining an average first response time of around five minutes. I helped improve customer satisfaction by about 20% over six months and trained new hires on call handling, scheduling, Zendesk, and Freshdesk.

Previously at SABMiller Breweries, I managed high-volume calls, reduced repeat complaint issues by about 25%, and shared customer feedback that informed shipping changes. My pharmacy experience also taught me the accuracy, confidentiality, and patience required in healthcare-facing service.

Experience

Work history, roles, and key accomplishments

Current

Lead Qualifier / Customer Support Representative

Current

Calls Experts

Jan 2025 - Present (1 year 9 months)

Handles inbound and outbound calls for a US-based client base, multitasking between calls, lead follow-up, and scheduling. Follows up with leads and customers to confirm bookings, logs call notes, and updates CRM records.

Inbound Calls Outbound Calls Lead Follow Up Appointment Scheduling CRM Customer Service Multitasking Communication Skills

Call Center Expert and Team Lead

Reset Property Services

Apr 2023 - Apr 2025 (2 years)

Led a small team across phone, email, and chat, maintaining an average first response time of about five minutes. Handled customer inquiries, multitasked scheduling and confirmations, and updated CRM in Zendesk and Freshdesk.

Team Leadership Zendesk Freshdesk CRM Customer Service Scheduling Training Communication Skills

Customer Service Representative

SABMiller Breweries

Jan 2018 - Dec 2022 (4 years 11 months)

Answered a high volume of inbound calls in native level English, keeping response times on target. Made outbound follow-up calls, maintained CRM records, and pushed for complaint handling changes that reduced repeat issues by about 25%.

Inbound Calls Outbound Calls CRM Customer Service De escalation Complaint Handling Communication Skills

Pharmacy Cashier

Local Pharmacy

Handled checkout and payments for pharmacy customers, gaining experience in the pace, accuracy, and confidentiality expected in a medical and healthcare setting. Kept the register moving and maintained friendly customer service even during long queues.

Cash Handling Customer Service Healthcare Industry Accuracy Confidentiality