Nwanyasi Godgift
@nwanyasigodgift
Customer Support Specialist and QA Analyst delivering high-FCR, SLA-compliant experiences remotely.
NigeriaWhat I'm looking for
I’m a results-driven Customer Support Specialist and QA Analyst with 5+ years of experience delivering high-volume chat and ticket support in fast-paced remote environments. I consistently achieve 90%+ First Contact Resolution (FCR) while maintaining strong CSAT and strict SLA compliance.
In my recent role, I resolved 90% of customer inquiries at first contact across live chat, ticketing, and email support, reducing escalations by 25%. I manage 70+ daily customer interactions, keep accurate CRM documentation, and run QA audits and call/chat quality reviews to ensure tone guidelines and escalation policies are followed.
I combine support excellence with a Quality Assurance mindset—using trend analysis and customer feedback evaluation to reduce repeat contacts and improve overall customer experience. I’ve also earned Employee of the Month twice (2022 & 2023) and trained and onboarded 12+ new team members, reducing ramp-up time by 20%.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist/QA
Datapex Drifty Technologies
Nov 2021 - Present (4 years 6 months)
Resolved 90%+ of customer inquiries at first contact across live chat, tickets, and email, reducing escalations by 25% while meeting SLA targets. Conducted QA audits and trend analysis to improve CRM documentation, issue traceability, and process effectiveness for orders, refunds, billing, and delivery tracking.
Customer Support Specialist
ISON Xperiences
Oct 2019 - Nov 2021 (2 years 1 month)
Handled multichannel customer support (calls, email, chat) for 60+ customers daily, achieving 85% first-contact resolution and reducing escalations by 25%. Maintained accurate CRM documentation, supported billing and service disruptions, and collaborated with engineering/product to resolve technical issues and increase repeat purchases by 15%.
Education
Degrees, certifications, and relevant coursework
University of Benin
Bachelor of Education (B.Ed.), Environmental Education
Completed a Bachelor of Education in Environmental Education at the University of Benin in 2017.
ISON Xperiences
Customer Service Training, Customer Service
2019 -
Completed Customer Service Training with ISON Xperiences in 2019.
SANSVID-M International
Customer Relations Management, Customer Relations Management
2023 -
Completed Customer Relations Management training with SANSVID-M International in 2023.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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