Open to opportunities

sandra osaro

@sandraosaro

Message

Remote customer support professional improving e-commerce CSAT through fast, accurate live chat and email resolution.

Nigeria

Message

What I'm looking for

I’m looking for a remote e-commerce support role where I can use Zendesk and CRM systems to deliver fast live chat/email resolutions, protect SLA and CSAT targets, investigate root causes, and collaborate with remote teams to keep customers satisfied.

I’m a results-driven Remote Customer Support Representative with over 2 years of e-commerce experience handling high-volume customer support through live chat and email. I average 150 live chats and over 100 customer emails daily, maintain an average First Response Time of approximately 11 seconds, and consistently achieve Customer Satisfaction (CSAT) scores above 60 versus a team average of 40.

I independently resolve approximately 98% of customer inquiries, escalating only legal matters and missing-order cases to specialist teams when required. I support billing and payment, order tracking, refunds and returns, account and subscription access, product inquiries, and basic technical troubleshooting—while investigating root causes, maintaining accurate Zendesk/CRM records, and collaborating with remote teams through Slack to deliver outstanding service quality.

Experience

Work history, roles, and key accomplishments

Current

Remote Customer Support Representative

Current

Marbill Care Consulting

Jan 2023 - Present (3 years 6 months)

Provided high-volume e-commerce customer support via live chat and email, handling an average of 150 live chats and 100+ customer emails daily. Maintained ~11-second first response times, achieved CSAT above 60, and resolved ~98% of inquiries while escalating legal matters and missing-order cases as needed.