Charles Edwards

 Charles Edwards Benson Osika Street, Ajah, Lagos State, Nigeria ,-- Professional Summary Results-oriented and personable Sales and Customer Experience Professional with over 6 years of remote experience supporting global e-commerce and B2C clients. Proven ability to generate leads, nurture client relationships, and drive customer satisfaction in fast-paced environments. Adept at using CRMs like HubSpot, Salesforce, and Zendesk to manage pipelines, track interactions, and close sales. Skilled in identifying client needs, upselling and cross-selling, and delivering tailored solutions. Strong communicator with a passion for stage/event solutions and product education. Fully equipped and ready for full-time remote work aligned with U.S. business hours. Core Competencies Outbound Sales & Lead Generation Customer Retention & Upselling CRM Management (HubSpot, Salesforce, Zendesk, Gorgias) Email, Phone & Live Chat Communication Product Knowledge & Solution Selling Relationship Building & Account Management E-commerce Tools: Shopify, BigCommerce Remote Team Collaboration (Slack, Zoom, MS Teams) Sales Pipeline Tracking & Reporting Strong Verbal & Written English Skills Adaptability & Self-Motivation Order Assistance & Client Education Professional Experience Remote Customer Service Advisor Idaho Foods LLC – Remote Sep 2018 – Present Managed inbound and outbound customer interactions across email, phone, chat, and SMS. Used Zendesk and Gorgias to handle 70+ support and sales tickets daily. Supported B2C product inquiries, upselling and recommending alternative items based on client needs. Helped reduce response time by 15% and maintained a 98% CSAT score. Collaborated with cross-functional remote teams via Slack and Zoom to align on customer issues and sales strategies. Assisted in driving customer retention, resulting in a 20% increase in repeat buyers. Customer Support Representative Standora International Publishing House – Benin City, Nigeria Mar 2016 – Aug 2018 Handled customer orders and upsold additional services to maximize revenue. Managed CRM entries, ensuring up-to-date records of leads, conversions, and client communication. Applied active listening to identify sales opportunities and deliver customized recommendations. Enhanced subscription renewals through relationship-based support. Customer Support Specialist Jonaz Click LLC – Lagos, Nigeria Jan 2014 – Feb 2016 Delivered first-contact resolutions for product, order, and account inquiries. Supported internal sales team with client updates and CRM documentation. Played a key role in driving customer loyalty through consistent communication and timely issue resolution. Education Postgraduate Diploma in Computer Science University of Benin – Benin City, Nigeria Technical Tools CRM & Sales Tools: HubSpot, Salesforce, Zendesk, Gorgias E-commerce Platforms: Shopify, BigCommerce, Amazon (basic) Communication: Zoom, Slack, MS Teams Productivity: Google Workspace (Docs, Sheets, Slides), Microsoft Office Timekeeping: Oracle, Kronos Work Setup & Availability PC: Intel Core i5 | 8GB RAM | Webcam Internet: 30 Mbps download/upload with dual ISP backup Availability: Full-time | U.S. Business Hours | Weekend Flexibility Professional Development Sales Enablement & Objection Handling Empathy-Driven Customer Experience Conflict De-escalation & Resolution Remote Sales Productivity Product Training & Demonstration Tools (e.g., Loom) References Available upon request.