veronica ikono
@veronicaikono
Customer Support Specialist handling chat, email, and phone support; resolved 95% of tickets within SLA targets.
NigeriaWhat I'm looking for
I’ve supported customers remotely across live chat, email, and phone, helping with product questions, technical issues, order tracking, and account concerns. As a Customer Support Specialist, I managed and prioritized CRM tickets, followed up on escalated cases, and documented outcomes.
In my support roles, I maintained accurate customer records and contributed to internal documentation and knowledge-base improvements. I’ve resolved 95% of tickets within SLA targets and used tools including HubSpot, Zendesk, Google Workspace, Trello, and Slack.
Experience
Work history, roles, and key accomplishments
Customer Support Expert (Chat Support)
Unknown
Nov 2025 - Mar 2026 (4 months)
Provided real-time customer support through live chat, responding to inquiries clearly and professionally. Guided users through product navigation, order tracking, and issue resolution.
Customer Support Expert & Operations
Lexy's Fashion House
Nov 2025 - Mar 2026 (4 months)
Delivered real-time live chat support, guiding customers through product navigation, order tracking, and issue resolution. Prioritized incoming requests and escalated issues to the appropriate teams.
Customer Support Specialist
Unknown
Aug 2024 - Nov 2025 (1 year 3 months)
Supported customers across chat, email, and phone, addressing product questions and technical issues. Managed and prioritized support tickets using CRM tools while working toward service-level targets.
Customer Support Specialist
Led Homes Appliances
Aug 2024 - Nov 2025 (1 year 3 months)
Supported customers across chat, email, and phone, resolving product questions and technical issues with step-by-step troubleshooting. Managed support tickets in CRM tools, followed up on escalated cases, and contributed to knowledge base improvements.
Customer Support Representative
Unknown
Oct 2023 - Mar 2024 (5 months)
Handled a high volume of customer inquiries with professionalism and attention to detail. Resolved billing, account, and service-related issues across multiple communication channels.
Customer Support & Admin
Brilliance Investment
Oct 2023 - Mar 2024 (5 months)
Handled a high volume of customer inquiries across multiple channels, resolving billing, account, and service-related issues. Maintained accurate interaction records and collaborated with internal teams on recurring issues.
Education
Degrees, certifications, and relevant coursework
University of Jos
Postgraduate Diploma, Accounting
2023 - 2025
Pursued a Postgraduate Diploma in Accounting from 2023 to 2025.
Akanu Ibiam Federal Polytechnic
Higher National Diploma, Accounting
2016 - 2018
Completed a Higher National Diploma in Accounting from 2016 to 2018.
Coursera
Introduction to CRM, Customer Relationship Management
Completed the Introduction to CRM course offered by HubSpot on Coursera.
Alison
Introduction to Customer Support, Customer Support
Completed the Introduction to Customer Support course on Alison.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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