CHIAMAKA MARY OKEH
Remote Customer Support Specialist| Administrative Operations
Lagos, Nigeria | Open to Global Remote Roles
PROFESSIONAL SUMMARY
Customer Support Specialist with 3+ years of experience managing high-volume, multi-channel support for small
businesses and growing teams. Built and managed complaint-tracking systems, handled email, WhatsApp, and phone
support simultaneously, and maintained CRM records with consistent accuracy - all while keeping response times tight
and customer satisfaction high. At LightHill Africa, delivered a 15% reduction in customer complaints and a 10%
improvement in follow-up rates by bringing real structure to a support function that had none. Works independently,
manages the full support cycle without supervision, and integrates quickly into remote teams. Available for long-term
remote engagements with founders and small businesses who need reliable, self-managed support coverage.
CORE COMPETENCIES
SUPPORT: Multi-channel Customer Support • Complaint Resolution • SLA Management • CRM Administration •
Escalation Handling
ADMINS & OPERATIONS: Inbox & Calendar Management • Data Entry & Record Keeping • Workflow Documentation
• Proposal Writing • Cross-team Coordination
TOOLS: HubSpot • Salesforce • Zendesk • Google Workspace • Microsoft Office (Excel, Word & PowerPoint) • Slack
• Agility (Logistics CRM) • Gorgias • Freshdesk
STRENGHTS: Async & Remote Work • Self-managed Delivery • Process Improvement • Reporting & Dashboards
• Client Communication
CERTIFICATIONS: ALX Africa Professional Foundation • Virtual Assistant – ALX Africa
WORK EXPERIENCES
Customer Support & Operations Specialist | LightHill Africa |Victoria Island, Lagos |Nigeria| 2025 Remote
•
Managed multi-channel customer communication (phone, email, WhatsApp, chat) for a fast-paced business services
company, maintaining high satisfaction rates
• Researched and wrote collaboration proposals to high-profile clients, directly supporting the company's B2B
partnership pipeline
• Coordinated between support, operations, and production teams to reduce service delivery delays and improve
turnaround times
• Maintained CRM records and financial data on Google Sheets, ensuring clean, audit-ready documentation
• Analyzed customer behavior patterns to surface recurring trends and shared insights with leadership for process
improvement
Key Achievements:
•
•
Improved customer satisfaction scores by 20% through proactive follow-up and structured communication
protocols
Strengthened cross-functional collaboration between support and operations teams, reducing average complaint
resolution time
Customer Service Representative | GIG Logistics |Ajah, Lagos | Lagos, Nigeria|2024 – 2025
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•
•
•
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Resolved high-volume daily customer inquiries on missing, delayed, and damaged shipments via email, WhatsApp,
and phone within defined SLA windows
Tracked and managed complaints using GIGL's internal Agility shipment CRM — logging, escalating, and following
up to closure
Built a complaint-tracking spreadsheet from scratch, adopted team-wide, that reduced repeated cases and
improved follow-up consistency across the hub
Created Google Sheets reports on delivery success rates, recurring complaints, and customer preferences —
shared with team leads for operational decision-making
Escalated complex or systemic issues to logistics and dispatch teams, identifying root causes of recurring delays
Key Achievements:
•
•
Reduced delivery delays by 12% by analyzing and escalating recurring issues.
Improved SLA compliance rate to 95%, ensuring timely responses to client queries.
Customer Relations Associate| Swets Group| Lekki, Lagos | Lagos, Nigeria | 2022 – 2023
•
Handled client inquiries across phone, email, and walk-ins for a real estate and facilities management firm, guiding
clients through property transactions
• Managed CRM records and lead tracking systems, maintaining accurate and up-to-date client documentation for
follow-up and reporting
• Designed an Excel dashboard to visualize client engagement and service performance metrics across locations —
adopted for ongoing team reporting
• Collaborated with sales and facility management teams to fast-track urgent service requests and prevent client
escalations
• Prepared weekly and monthly reports on complaint resolution times, client feedback, and service delivery KPIs for
management review
Key Achievements:
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Reduced complaint resolution time by 15%, directly improving client satisfaction and retention rates
Supported sales and facility teams in prioritizing urgent cases, preventing service disruptions for key accounts
EDUCATION
UNIVERSITY OF NIGERIA, NSUKKA | SEPTEMBER 2016 – JULY 2021
B.SC, in Business Education
AVAILABILITY & WORK PREFERENCES
Open to remote freelance, contract, and part-time engagements.
Flexible across time zones (WAT, GMT, EST)
Available Immediately
