Oru Donna
@orudonna
I am a customer support professional with 6+ years improving CSAT and dispatch operations.
NigeriaWhat I'm looking for
I am a highly dedicated customer support specialist with over six years delivering exceptional support via phone, email, and live chat while coordinating dispatch operations remotely. I consistently achieve high CSAT (98%) and retained 87% of customers who initially wanted to cancel.
I excel at cross-functional collaboration with sales, project management, and technical teams, using ServiceTitan, Zoho, Salesforce, Slack, Notion, and Google Workspace to streamline workflows and reduce repetitive tickets by up to 30%. I train new hires, create knowledge-base content, and drive process improvements that cut resolution time by 25%.
Experience
Work history, roles, and key accomplishments
Dispatcher
Techvill Appliance Repair
May 2023 - Jun 2025 (2 years 1 month)
Coordinated daily schedules and dispatched technicians, reducing appointment delays and ensuring 92% issue resolution. Retained 87% of customers who initially sought cancellations and improved cross-functional coordination with sales and PM teams.
Provided product support to clients across Europe and North America, resolving 1,500+ inquiries and maintaining a 98% customer satisfaction rating. Created knowledge base content that reduced repetitive tickets by ~25–30% and supported onboarding for new hires.
Delivered HR and payroll support to SMB clients, maintaining a 90% CSAT and reducing case resolution time by 25% through a client-facing knowledge base. Trained and mentored three new hires to improve first-response resolution efficiency.
Education
Degrees, certifications, and relevant coursework
National Technical University 'Kharkiv Polytechnic Institute'
Bachelor's Degree, Industrial Relations and Personnel Management
Completed a Bachelor's degree in Industrial Relations and Personnel Management.
EF Standard English Test (EF SET)
Certificate, English (Language Proficiency)
Grade: C2 Proficient
EF SET English Certificate awarded at C2 (Proficient) level.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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