Sarah Onyemah
@sarahonyemah
I resolve customer issues and improve support operations across digital platforms.
NigeriaWhat I'm looking for
I've supported customers across e-commerce, fintech, and digital platforms for more than six years, resolving account, billing, product, payment, and technical issues through email, live chat, phone, and messaging.
At Concierge, I managed more than 4,000 customer enquiries monthly, maintained an average first response time under two minutes, and achieved approximately 97% first-contact resolution. I investigated recurring concerns, documented findings, and escalated complex issues to the right teams.
At Hugo Technologies, I supported customers and creators across digital platforms and e-commerce brands while maintaining CRM records, reports, and tracking spreadsheets. I analysed customer feedback trends and shared insights that improved customer experience and operational processes.
Currently at Turing, I review AI-generated responses for quality, accuracy, consistency, and compliance, documenting findings to support continuous model improvement. I bring hands-on experience with Zendesk, Gorgias, Attentive, Google Workspace, Excel, and Figma to remote, detail-focused teams.
Experience
Work history, roles, and key accomplishments
Business Analyst
Turing
Mar 2026 - Present (5 months)
Review AI-generated responses for quality, accuracy, consistency, and compliance with project guidelines. Evaluate responses against established quality standards and document findings to support continuous AI model improvement.
Customer Experience & Digital Operations Specialist
Hugo Technologies
Mar 2025 - Feb 2026 (11 months)
Supported customers and creators across multiple digital platforms and e-commerce brands through email, live chat, and messaging channels. Resolved customer enquiries related to accounts, billing, products, and platform issues while ensuring timely follow-up.
Customer Experience & Lead Generation Specialist
Hugo Technologies
Aug 2024 - Mar 2025 (7 months)
Engaged prospective customers through multiple communication channels to generate qualified leads. Responded to customer enquiries and provided accurate product and service information.
Concierge | Customer Support Specialist
Hugo Technologies
Sep 2022 - Aug 2024 (1 year 11 months)
Managed 4,000+ customer enquiries per month through live chat and email while consistently delivering professional and empathetic support. Maintained an average first response time of under 2 minutes and achieved approximately 97% first-contact resolution.
Customer Support Representative / Account Manager
BFree Africa
Nov 2021 - Mar 2022 (4 months)
Managed high volumes of outbound customer calls regarding overdue accounts, payment reminders, and account updates. Explained repayment options clearly and worked with customers to establish suitable payment arrangements.
Customer Service Representative
Hecaton Systems
Nov 2019 - Oct 2021 (1 year 11 months)
Assisted customers via phone and email with billing, account, and service-related enquiries. Resolved customer complaints promptly and followed up to ensure complete resolution.
Education
Degrees, certifications, and relevant coursework
University of Lagos
Advanced Diploma, Business Management
Advanced Diploma in Business Management from the University of Lagos.
University of Benin
Bachelor of Science, Banking and Finance
Bachelor of Science in Banking and Finance from the University of Benin.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
Interested in hiring Sarah?
You can contact Sarah and 90k+ other talented remote workers on Himalayas.
Message SarahGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
