Shedrach Orok
@shedrachorok
Customer service specialist delivering empathetic, efficient multichannel support.
NigeriaWhat I'm looking for
I am a dedicated customer service professional with over four years supporting customers across email, live chat, phone and messaging platforms. I consistently maintain high satisfaction—98% at my current role—by resolving most issues on first contact and efficiently handling high-volume inquiry loads.
I am experienced with CRM platforms like Zendesk, Freshdesk, HubSpot and Salesforce, and I have a track record of improving self-service, onboarding new hires, and driving repeat purchases through personalized recommendations. I bring strong troubleshooting, de-escalation, and knowledge-base development skills and thrive in fast-paced, distributed support environments.
Experience
Work history, roles, and key accomplishments
Customer Care Specialist
GreenFuture Support
Jan 2023 - Present (3 years)
Responded to 100+ daily inquiries across phone, email, and live chat, maintaining a 98% response rate and resolving 95% of issues on first contact to reduce backlog and improve response times.
Customer Care Representative
EcoLearn
May 2021 - Apr 2023 (1 year 11 months)
Provided multi–timezone customer support with sub-1-hour SLA, managed 2x seasonal volume spikes while maintaining quality, and created FAQ content that increased self-service resolution by 22%.
Customer Support Representative
La Buena Vida
Jan 2023 - Present (3 years)
Handled 40–60 daily inquiries across phone, WhatsApp, and email with a 95% satisfaction rate, resolved 90% of issues on first contact, and drove a 15% increase in repeat purchases through personalized recommendations.
Education
Degrees, certifications, and relevant coursework
University of Calabar
Bachelor of Science, Environmental Education
Completed a Bachelor of Science in Environmental Education.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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