Open to opportunities

Rosemary Ansa

@rosemaryansa

Customer support professional with 4+ years of remote experience helping international tech and e-commerce customers via chat, email, and phone.

Nigeria

Message

What I'm looking for

I’m looking for a remote customer support role where I can own escalations, de-escalate effectively, and drive retention by improving ticket workflows, meeting SLAs, and exceeding CSAT through clear, empathetic communication.

I’m a customer service professional with 4+ years of remote experience supporting international tech and e-commerce customers across chat, email, and phone channels. I’m known for empathy, clarity in communication, and delivering calm, effective support even under pressure while consistently meeting SLAs and exceeding CSAT targets.

In my most recent role as a Client Support Assistant at ALORICA, I escalated complex issues properly and coordinated with internal teams to ensure swift resolution and high customer satisfaction. I handled 80+ client requests weekly through CRM and communication tools like Slack, Zoom, and HubSpot, maintaining 99% on-time delivery, and I improved client satisfaction scores by streamlining workflows and reducing response delays by 20%.

Previously at SUPPORT NINJA, I delivered chat and email support to 50–70 customers daily for e-commerce and SaaS clients with an average response time under two hours. I achieved 90% first-contact resolution using Zendesk, Intercom, and Freshdesk, identified recurring issues to help reduce ticket volume by 15%, and exceeded retention and satisfaction targets through personalized follow-ups and empathy-driven problem solving.

Experience

Work history, roles, and key accomplishments

Client Support Assistant

Alorica

Jan 2022 - Jan 2024 (2 years)

Escalated complex issues and coordinated with internal teams to resolve customer requests quickly, handling 80+ requests weekly. Improved client satisfaction by streamlining communication workflows and reducing response delays by 20%, while maintaining 99% on-time delivery.

Customer Support Escalations CRM Systems Slack Zoom HubSpot Customer Satisfaction

Customer Experience Associate

Support Ninja

Jan 2020 - Jan 2022 (2 years)

Provided chat and email support to 50–70 customers daily for e-commerce and SaaS clients, maintaining an average response time under two hours. Achieved 90% first-contact resolution using Zendesk/Intercom/Freshdesk and reduced ticket volume by 15% by partnering on knowledge-base articles.

Customer Support Chat Support Email Support Zendesk Intercom Freshdesk First Contact Resolutions Customer Retention

Chat Support Representative

Skybridge Support

Jan 2018 - Jan 2020 (2 years)

Delivered real-time chat support to 60+ users daily across billing, login, and technical queries while sustaining an 85% first-contact resolution rate. Troubleshot account issues with clear step-by-step guidance, documented tickets/chat logs, and de-escalated high-tension situations.

Live Chat Support Technical Troubleshooting First Contact Resolutions Step By Step Support Knowledge Sharing

Customer Support Specialist

Clientcare Solutions

Jan 2018 - Jan 2019 (1 year)

Handled multi-channel customer support (chat, email, and phone) for an international subscription platform serving US and UK customers, resolving 70+ tickets per day with CSAT above 92%. Reduced churn by 18% through proactive follow-ups and tailored solutions, while creating templates/workflows that cut average handling time by 25% and training two new agents.

Ticketing Customer Retention Workflow Automation

Education

Degrees, certifications, and relevant coursework

University of Cross River State

Bachelor of Science (BSc), Engineering

Grade: CGPA: 4.82 / 5.0

Earned a Bachelor of Science (BSc) in Engineering from the University of Cross River State, Nigeria, with a CGPA of 4.82/5.0.

UNICEM Community Development Initiative Training Institute

Diploma, Communication, Leadership and Digital Tools

Grade: CGPA: 4.82 / 5.0

Completed a diploma program in Communication, Leadership and Digital Tools at UNICEM Community Development Initiative Training Institute (Calabar), achieving a CGPA of 4.82/5.0.