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Nlemedim Lauretta

@nlemedimlauretta

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Customer service specialist driving high satisfaction and quick resolutions.

Nigeria

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What I'm looking for

I am looking for a role where I can improve customer experience, mentor teammates, work cross-functionally to resolve issues, and contribute to product improvements while growing into customer success or support leadership.

I am a results-oriented customer service specialist with extensive experience providing phone, email, and live chat support across fintech, e-commerce, and SaaS environments. I consistently deliver high CSAT scores, maintain fast resolution rates, and have driven process improvements such as templated FAQs and documented knowledge bases that reduced response and training times.

I have hands-on experience with CRM platforms including Freshdesk, Zendesk, and Salesforce, and I have trained new hires, collaborated with product and sales teams to escalate and resolve persistent issues, and earned multiple performance awards for exceeding KPIs. I seek roles where I can continue improving customer experience, mentor teammates, and help shape product improvements through customer feedback.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Agent

Current

Ritze Solutions NG

Jan 2023 - Present (3 years 1 month)

Achieved a 97% resolution rate by handling 70+ daily inquiries across chat, phone, and email and reduced average response time by 30% through a templated FAQ system; trained five new hires and escalated 15+ issues that led to product feature updates.

Customer Support Freshdesk Zendesk CRM Live Chat Phone Support Training Escalation Management

Customer Support Agent

QuickHelp Outsourcing

Jun 2020 - Dec 2022 (2 years 6 months)

Handled 50+ daily tickets for international fintech and e-commerce customers, maintained a 4.8/5 CSAT over 12 months, and reduced training time by 40% by documenting 20+ common issues to build a knowledge base.