AFOEDOZIE LOVETH ADAORA
Customer Support Specialist | Customer Experience | Ecommerce & Client Retention
PROFESSIONAL SUMMARY
Customer Support & Experience professional with 6+ years of experience supporting
ecommerce brands, SaaS platforms, and service-driven businesses in a fast-paced environment. I
have consistently maintained 94%+ satisfaction ratings by managing high-volume inquiries
across email, chat, and phone, resolving complex issues, de-escalating complaints, and
maintaining high customer satisfaction. Beyond day-to-day support, I analyze CRM data to
identify trends, reduce churn, and improve processes, approaching every interaction as an
opportunity to strengthen trust and enhance the overall customer experience.
CORE SKILLS AND COMPETENCES
Customer Relationship Management (CRM)
Knowledge Base Development
Live Chat & Email Support
Data Analysis & Reporting
Conflict Resolution and SLA Management
Team Collaboration
Customer Retention Strategies
Microsoft Excel & Google Workspace
Technical Troubleshooting
Hubspot, Zendesk, Gorgias, & Freshdesk
PROFESSIONAL EXPERIENCE
Customer Support / Sales Representative – Fitcabal | Remote
Feb 2024 – To Date
Manage 50–80 daily customer inquiries across chat, phone, and email using Gorgias in a fastpaced e-commerce environment.
Investigate and resolve customer issues, including delayed deliveries, incorrect orders, failed
payments, and refund requests by tracing order histories and coordinating with fulfillment
teams.
Identify and execute upsell and cross-sell opportunities during customer interactions by
communicating product value and addressing pricing objections.
Track delivered and pending orders using Excel and GoHighLevel (GHL) to maintain accurate
fulfillment records.
Key Achievements
Consistently maintained a 99% CSAT score for 2 years across a high-volume, multi-channel
support operation.
Reduced delivery-related complaints through proactive order tracking and fulfillment
coordination.
Converted customer support interactions into revenue-generating opportunities through
targeted upselling and cross-selling.
Customer Support Specialist (Freelance) - Vivid Solutions | Remote (United Kingdom)
Jan 2023 – Nov 2023
Managed 60+ daily customer interactions via chat and email using HubSpot in a SaaS
environment
Troubleshoot technical issues related to account access, billing, and integrations.
Collaborated with Product and Engineering teams to escalate and resolve complex cases.
Maintained and updated internal knowledge base articles to improve team efficiency.
Key Achievements
Improved customer satisfaction score (CSAT) from 89% to 96% within 7 months.
Reduced average first response time by 37% through workflow optimization.
Identified churn risk patterns and contributed to a retention campaign that decreased churn by
18%.
Client Support Specialist (Freelance) – Green Detailing | Remote (USA)
March 2022 – Oct 2022
Served as the primary point of contact for customers, responding to inquiries, resolving
concerns, and setting clear service expectations.
Managed 20–40 daily customer and lead interactions, following up on new and inactive leads,
addressing objections, and guiding customers through the booking process to ensure a
seamless experience.
Key Achievements
Improved lead-to-booking conversion rate by 25% through consistent follow-ups and
personalized communication strategies.
Consistently closed 18 - 25 bookings per week by maintaining strong client relationships and
providing a smooth, reassuring customer journey.
Customer Support & Sales Specialist – Itel Mobile Limited
Jul 2018 – Dec 2021
Delivered end-to-end pre- and post-sales customer support to in-store walk-in customers,
ensuring a high-quality experience at every stage of the purchase journey.
Drove revenue through effective upselling, cross-selling, and in-depth product knowledge to
match customers with the right solutions.
Conducted product training and sales strategy sessions for new hires, equipping them with the
skills needed to deliver consistent customer experiences.
Key Achievements
Consistently exceeded monthly sales targets by 20–35% through strategic upselling, crossselling, and strong product expertise.
Successfully onboarded and trained 10–25 new hires, contributing to improved team
capability, sales performance, and service consistency.
EDUCATION & CERTIFICATIONS
BSc. Human Physiology • Certified Virtual Assistant (ALX) • Diploma in Customer Service •
Customer Success Career Advancement • Certified Hubspot Specialist • Asana Workflow Specialist
