Bethel Nwagwu

Hello! I’m a results-driven Customer Support Professional with over 6 years of experience delivering exceptional service across e-commerce and healthcare platforms. I have a proven track record of handling high-volume inquiries, resolving complex issues, and creating positive customer experiences that drive retention and brand loyalty.

✅ What I Bring to the Table:

• Expert in Omnichannel Support: Proficient in live chat, email, and ticket-based systems (Zendesk, Intercom, Freshdesk, HubSpot).
• Industry Knowledge: Supported fast-paced e-commerce platforms (order management, refunds, product guidance) and healthcare services (appointment scheduling, patient onboarding, EMR systems).
• Tech-Savvy & Process-Oriented: Skilled in CRM tools, EMR platforms, and customer feedback systems to optimize workflows and track KPIs.
• Customer Satisfaction Champion: Consistently achieved 95%+ CSAT scores and reduced average response time by 30% through proactive communication and efficient problem-solving.
• Clear Communicator & Empathetic Listener: Adept at managing difficult conversations, turning complaints into compliments, and ensuring every customer feels heard and valued.

🌟 Career Highlights:

• Resolved 60+ customer queries daily while maintaining top-tier customer satisfaction ratings.
• Contributed to a 20% increase in repeat purchases through personalized support in a retail e-commerce business.
• Recognized by team leads for “Excellence in Empathy” in patient-facing healthcare roles.
• Collaborated with cross-functional teams to streamline customer onboarding, reducing support tickets by 15% in one quarter.
• Assisted in training and onboarding new support agents, improving team efficiency and consistency in tone and response quality.
• Played a key role in a process improvement project that cut first response time by 40% and improved ticket resolution rate.
• Implemented a proactive customer follow-up system that led to a noticeable boost in customer retention and positive reviews.
• Adapted quickly to evolving tools and processes, thriving in both remote and in-office customer support environments.