Open to opportunities

Nicky Elaigwu

@nickyelaigwu

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Customer service and logistics professional delivering fast resolutions and high customer satisfaction.

Nigeria

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What I'm looking for

I’m looking for a role where I can own customer outcomes and operational performance—using KPI tracking, clear communication, and escalation discipline—to resolve issues quickly, support teams, and improve delivery and satisfaction results.

I’m a customer service professional with 4 years of direct client support experience, delivering step-by-step guidance and resolving inquiries and complaints via phone and email. I’ve consistently achieved strong first contact resolution and maintained high customer satisfaction scores.

I excel at calm, solution-oriented communication—especially with frustrated customers—while tracking response time, resolution time, and satisfaction metrics daily. I apply policy and product knowledge to handle issues independently, escalating complex cases only when necessary, then following up to ensure positive outcomes.

Beyond support, I’ve led dispatch and logistics operations, managing OTR and regional dispatch targets, improving on-time delivery, and enforcing FMCSA, DOT, and OSHA compliance with regular HOS audits. I’ve also driven business development and dispatch performance through carrier and shipper relationship management, KPI reporting, and dispatch output improvements.

Experience

Work history, roles, and key accomplishments

Logistics Dispatcher

Premium Logistics

Jan 2024 - Jan 2026 (2 years)

Managed OTR and regional dispatch operations, including routing and real-time load monitoring, while aiming to meet monthly targets and improve performance over time. Supported fleet safety by enforcing FMCSA, DOT, and OSHA compliance and conducting regular HOS audits.

Dispatch Operations OTR And Regional Dispatch Real Time Load Monitoring FMC Compliance DOT Compliance OSHA Compliance HOS Audits Load Coverage

Logistics Executive — Business Development & Dispatch

Expedite Alliance Inc.

Mar 2024 - Dec 2024 (9 months)

Drove freight business development by pitching freight solutions to 4PL and 5PL providers and improving new client acquisition results over a 9-month period. Coordinated full-cycle freight operations, managed carrier and shipper relationships, monitored KPIs, and reduced dispute resolution time through improved broker and carrier communication.

Business Development Freight Solutions Pitching 4PL And 5PL Outreach Lead Conversion Freight Management Vendor coordination Shipper Relationships KPI Tracking Operational Reporting Dispute Resolution Load Coverage Optimization

Customer Service Representative

Rainier Transportation Inc.

Feb 2022 - Mar 2024 (2 years 1 month)

Provided step-by-step customer guidance via phone and email, resolving inquiries and complaints with first contact resolution performance reported at 91% of inquiries. Tracked response/resolution times and customer satisfaction daily while escalating only when required and following up to ensure positive outcomes.