Open to opportunities

Ogechi Erem

@ogechierem

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Customer Support & Sales Specialist | 4+ Years Driving Customer Satisfaction and Revenue Growth.

Nigeria

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What I'm looking for

I’m looking for a customer-focused role where I can combine support and sales, use CRM and ticketing workflows, and apply retention thinking to grow revenue—while delivering fast, empathetic resolutions.

I’m a Customer Support & Sales Specialist with 4+ years of experience turning complex product issues into clear, customer-friendly outcomes. I’ve supported customers across Healthcare, Edtech, E-commerce, SaaS, and most recently, telecommunications—always focused on fast, accurate resolution.

At Tizeti Network Limited, I leveraged product knowledge and multichannel support (email, chat, and phone) to achieve 95% first contact resolution and reduce response time by 45%. I also handled 1500+ customer interactions weekly across billing, broadband, and account services, troubleshooting connectivity issues in partnership with NOC and technical teams.

Earlier, I supported 1,000+ patient interactions at Household Medical Center, delivering a 95% satisfaction rate and resolving 90% of concerns on first contact while maintaining compliance with confidentiality and data privacy. As a Customer Acquisition & Retention Intern, I analyzed acquisition channels, improved acquisition efficiency by 40%, and supported churn reduction by identifying 100+ inactive learners and retaining 60+ learners.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & Sales Specialist

Current

Tizeti Network Limited

Nov 2024 - Present (1 year 8 months)

Leveraged broadband product knowledge to grow a remote ISP customer base from 200k to 3000+ customers. Managed 1500+ weekly customer interactions across billing, connectivity, and account services, reducing response time by 45% and achieving 95% first contact resolution.

Customer Support CRM Operations Billing Support Chat Phone Customer Relationship Management Broadband Connectivity Troubleshooting First Contact Resolutions Customer Onboarding HubSpot Salesforce Intercom Gorgias Zoho Trello Slack Jira Microsoft 365

CustomerAcquisition & Retention Intern

Excelerate

Nov 2024 - Jan 2026 (1 year 2 months)

Analyzed customer acquisition channels and improved acquisition efficiency by 40% through testing hypotheses to reduce CAC. Supported growth and retention by researching CAC/LTV benchmarks and reducing churn by identifying inactive learners and implementing proactive retention strategies.

Customer Acquisition Customer Retention CAC & LTV Research Hypothesis Testing Retention Strategy

Customer Service Representative

Household Medical Center

Mar 2023 - Oct 2024 (1 year 7 months)

Supported 1,000+ patient interactions across appointment scheduling, billing, healthcare inquiries, and onboarding with a 95% satisfaction rate. Resolved 90% of concerns on first contact, reduced follow-ups by 45%, and maintained accurate patient records using EMR systems while following patient confidentiality and data privacy standards.

Healthcare Customer Support Appointment Scheduling Billing Support EMR Patient Onboarding Confidentiality Data Privacy Compliance