Open to opportunities

Pringtong Judith Martins

@pringtongjudithmarti

Remote customer experience specialist and virtual assistant who resolves complex issues and improves KPIs for global clients.

Nigeria

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What I'm looking for

I’m looking for a remote role where I can support customers across chat and email, resolve issues quickly, and improve KPIs like CSAT and ticket resolution. I want a fast-paced team that values process improvement, documentation, and strong communication across time zones.

I’m a results-driven Remote Customer Experience Specialist and Virtual Assistant with 3+ years of experience supporting global clients across chat and email. I manage high-volume inquiries (60+ daily) and focus on exceeding KPIs for response time, ticket resolution, and customer satisfaction.

In my roles, I resolve technical and account-related issues across multiple time zones, investigate cases using CRM and support platforms, and document details accurately. I also analyze recurring customer feedback and turn it into actionable insights to improve platform usability.

I’m proactive at troubleshooting independently before escalating complex cases, which has helped improve resolution efficiency (20% faster) and sustain strong outcomes (95% CSAT). I guide new users through onboarding steps, and I strengthen workflows through process improvement, documentation, and clear cross-functional collaboration.

Experience

Work history, roles, and key accomplishments

Customer Experience Specialist

ECC Hive

Jan 2023 - Jan 2026 (3 years)

Managed 60+ client inquiries daily via live chat and email, achieving 95% customer satisfaction. Resolved technical and account issues, improving ticket resolution time by 20%, and provided onboarding and feedback insights to the product team.

Customer Support Live Chat Support Email Support Ticket Resolution Troubleshooting Customer Satisfaction KPI Tracking Onboarding & Support Zendesk HubSpot Salesforce Documentation Cross Functional Collaboration

Customer Support Representative

CQRE Limited

Jan 2021 - Jan 2023 (2 years)

Resolved customer concerns related to scheduling, account access, onboarding, and service inquiries in real time. Streamlined client communication and supported operations by managing expense reports, inventory, and staff schedules, handling 30+ conversations per day and booking up to 45 appointments.