Open to opportunities

Queen Ukiwe

@queenukiwe

Message

Customer service leader driving satisfaction and remote team performance.

Nigeria

Message

What I'm looking for

I seek a remote role leading or improving customer support operations, with opportunities to mentor teams, optimize CRM workflows, and drive measurable improvements in satisfaction and response metrics.

I am a customer service and operations professional with over five years' experience managing distributed teams, optimizing CRM workflows, and delivering high-quality support for local and international customers. I have a proven record of improving customer satisfaction, reducing response times, and raising first-contact resolution through training, process improvements, and cross-functional collaboration.

I led a remote team of seven to achieve a 75% increase in customer satisfaction and cut average response times from eight minutes to two, while implementing training and documentation that reduced refunds by 90%. I bring strong communication skills, conflict-resolution experience, and a practical knowledge of CRM and AI tools to roles that need reliable, customer-focused leadership.

Experience

Work history, roles, and key accomplishments

Customer Service Supervisor

Fritzy's Pet Care Pros

Sep 2020 - Jan 2025 (4 years 4 months)

Led a fully remote team of 7 customer service representatives, increasing customer satisfaction 75% and reducing average response time from 8 to 2 minutes through workflow and training improvements.

Customer Support Team Leadership CRM Live Chat Phone Support Process Improvement Remote Collaboration

Secretary / Administrative Assistant

Capital-Corp Limited

Dec 2015 - Aug 2017 (1 year 8 months)

Provided administrative and operational support to executives, managing calls, correspondence, scheduling, and filing to ensure smooth daily operations.

Administrative Support Scheduling Documentation