Open to opportunities

Sophia Iwo

@sophiaiwo

Customer Service Representative with remote support and CRM ticketing expertise, delivering fast, professional solutions.

Nigeria

Message

What I'm looking for

I’m looking for a remote customer support role where I can own support tickets end-to-end, communicate clearly in writing, and use Freshdesk/HubSpot to drive fast resolutions—while growing into data-informed support and reporting.

I’m a customer service professional who resolves support tickets, answers client inquiries, and maintains a 90%+ resolution rate through email, chat, and CRM workflows. I work confidently under deadline pressure—staying calm, patient, and accurate even when inquiry volume is high.

In remote support and operations roles, I’ve managed 20–50 weekly tickets, coordinated customer-facing and operational tasks, maintained clean records, and prepared reports for internal teams. I bring hands-on tooling experience with Freshdesk, Intercom, and HubSpot, plus strong communication practices (Slack, Loom, async documentation) and a foundation in data analysis through BSc Data Science coursework and DataCamp/Baze and ALX Africa credentials.

Experience

Work history, roles, and key accomplishments

Marketing & Operations Support Specialist

Emmry Food Solutions

Jan 2025 - Jan 2026 (1 year)

Provided customer support by managing 20–50 weekly support tickets and maintaining a 90%+ resolution rate. Coordinated marketing and operational tasks and maintained accurate CRM-related records and reports.

Customer Support Ticket Management Ticket Resolution CRM Data Management Notion Google Workspace Operations Support Data Reporting

Event Assistant

Tickets by ALL-IN

Jan 2024 - Present (2 years 6 months)

Managed event ticketing operations and coordinated with 50–150 customers per event. Resolved on-the-day ticketing issues and tracked sales data while reconciling ticket records for accuracy.

Ticketing Issue Resolution Customer Support

Staff Cook

Lakeview Club and Bar

Jan 2016 - Present (10 years 6 months)

Prepared meals under time pressure while maintaining hygiene standards. Worked in a high-volume service environment requiring consistent cleanliness and accuracy.

Food Preparation Time Management

Customer Service Representative

Polkadot Children Store

Jan 2015 - Present (11 years 6 months)

Handled customer inquiries and resolved complaints to support repeat business. Processed transactions and maintained accurate inventory records.

Customer Service Complaint Resolution Transaction Processing Inventory Management

Sales Representative

Chanrai's Supermarket and Departmental Stores

Jan 2014 - Present (12 years 6 months)

Processed sales and handled cash transactions accurately. Supported day-to-day retail sales operations with a focus on correct payments and records.

Cash Handling Accuracy Customer Service

Receptionist

Evergreen Hotels

Jan 2009 - Present (17 years 6 months)

Managed check-in/check-out and maintained booking records. Ensured accurate reservation handling as part of front-desk operations.

Reception Check Out Customer Support

Data Analyst

STEM Festival

Analyzed event data to support planning and reporting for the STEM Festival.

Data Analysis Reporting Event Data

Ambassador

Zindi Africa

Promoted data science community engagement and events as a volunteer ambassador.

Community Engagement Event Promotion

Community Champion

ALX Africa

Supported peer learning and community programs as part of ALX Africa community activities.

Community Programs

Education

Degrees, certifications, and relevant coursework

Miva Open University

Bachelor of Science (BSc), Data Science

2023 - 2026

Pursuing a BSc in Data Science at Miva Open University (June 2023 to June 2026). Coursework includes data analysis, statistics, Python programming, SQL, and data reporting.