Open to opportunities

Rita Yousuo

@ritayousuo

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Customer Support Specialist and Virtual Assistant improving customer loyalty with CRM-led operations.

Nigeria

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What I'm looking for

I’m looking for a remote, CRM-driven customer support role where I can lead ticket operations, coach teams on empathy-led communication, and continuously improve customer satisfaction and first-contact resolution.

I’m an empathetic, results-driven Customer Support Specialist and Virtual Assistant with 6+ years of experience delivering exceptional customer experiences across retail, e-commerce, and high-volume service environments. I manage complex, multi-channel support operations—handling 1,000+ customer interactions via email, phone, chat, and ticketing—while resolving issues with care, accuracy, and speed.

In my current Store & Operations Manager / Customer Support Lead role, I lead a multi-channel support function, de-escalate tense interactions, and turn dissatisfied clients into repeat customers through patient, personalised support. I also triage high volumes of tickets with near-zero backlog across CRM systems, coach teams on empathy-led upselling, and improve satisfaction outcomes through training, complaint-handling standards, and meticulous record keeping.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Lead

Current

Atreos Retail Platform Limited

Jul 2024 - Present (1 year 11 months)

Managed a multi-channel customer support function for 20–30 staff, resolving escalated complaints via phone, email, and in-person support. Drove a 100% increase in sales revenue through empathy-led upselling coaching and improved customer satisfaction while maintaining near-zero support ticket backlog.

Customer Support Ticketing CRM Operations Zendesk Freshdesk HubSpot Intercom Sales Coaching

Store Manager / Support Lead

Horizon Fashion Hub

Jan 2023 - Jan 2024 (1 year)

Led end-to-end customer support across phone, email, and walk-in channels, handling 1,000+ customer interactions monthly while maintaining high satisfaction ratings. Updated CRM records, resolved disputes diplomatically, and onboarded new support staff on complaint handling, escalation protocols, and CRM usage.

Customer Support Complaint Resolution Ticketing & CRM Updates Conflict Resolution Onboarding Email Support Customer Retention

Restaurant Manager

Food Concepts PLC

Jan 2020 - Jan 2023 (3 years)

Managed a high-volume customer-facing team of 20–30 staff, handling escalations and complaints using active listening and conflict resolution. Coordinated service delivery, scheduling, data entry, and stakeholder communication while implementing customer service standards to improve satisfaction and reduce complaint frequency.

Restaurant Operations Customer Escalation Team Leadership Staff Scheduling Service Delivery Data Entry Service standards

Education

Degrees, certifications, and relevant coursework

Digital Witch Support Community

Certificate in IT Support Skills, IT Support Skills

2009 - 2009

Completed a Certificate in IT Support Skills at Digital Witch Support Community in 2009.

DataSkills Computer School

Diploma in Computer Studies, Computer Studies

Completed a Diploma in Computer Studies at DataSkills Computer School, Lagos State, Nigeria.

Yaba College of Technology

Higher National Diploma (HND), Science Laboratory Technology (Microbiology)

Completed a Higher National Diploma (HND) in Science Laboratory Technology with a Microbiology 2018 option at Yaba College of Technology, Lagos State, Nigeria.