Open to opportunities

Nkem Edmund

@nkemedmund

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Customer service professional delivering high-volume support with exceptional outcomes.

Nigeria

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What I'm looking for

I seek remote customer-facing roles where I can use CRM and technical support skills to improve satisfaction, reduce escalations, and grow into more technical or leadership responsibilities.

I am a results-driven Customer Service Representative with 2+ years managing high-volume inbound inquiries across email, chat, and ticketing systems, consistently achieving 95%+ customer satisfaction and 98% SLA compliance.

I leverage CRM and ticketing platforms such as Zendesk, Freshdesk, HubSpot, and Salesforce to research, diagnose, and resolve issues quickly, improving first-contact resolution by 25% and reducing repeat inquiries by 20% through effective service recovery and proactive solutions.

Recently certified in In-Demand IT Support Skills, I combine technical troubleshooting with empathetic communication to turn complaints into retention opportunities and collaborate with cross-functional teams to streamline workflows and reduce ticket backlogs.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Zika’s Craft

Jan 2025 - Mar 2026 (1 year 2 months)

Handled 40–60 inbound inquiries daily across email, chat, and ticketing, achieving 95%+ customer satisfaction and 98% SLA compliance while improving first-contact resolution by 25%.

Zendesk CRM Freshdesk Ticketing Systems SLA Management First Contact Resolutions Service Recovery Multichannel Support

Customer Service Representative

Job Hunter

Jun 2024 - Jul 2025 (1 year 1 month)

Managed 40+ daily customer interactions via email, chat, and ticketing, maintaining 95%+ satisfaction and 98% SLA compliance while reducing ticket backlog by 18%.

HubSpot CRM Ticketing Systems Multichannel Support SLA Customer Education Escalation Management Problem Solving