Doris Chinedu
Customer Support Specialist | CRM Expert | Remote Service Delivery
Lagos, Nigeria |-| -
PROFILE SUMMARY
Customer Support Specialist with 7+ years of experience delivering fast, reliable, and multichannel support in remote environments across SaaS, healthcare, and consulting sectors.
Skilled in resolving customer issues via phone, email, and chat, managing CRM records with
accuracy, and collaborating across teams to deliver seamless service. Proficient in account
setup, troubleshooting, and upselling. Known for strong communication, attention to detail,
and consistently exceeding performance targets.
CORE COMPETENCIES
Phone, Email & Live Chat Support
CRM Documentation & Accuracy
Customer Account Setup & Troubleshooting
Complaint Resolution & Escalation Handling
Performance Metrics: SLA, Resolution Rate, CSAT
Team Collaboration (Cross-functional)
Knowledge Base Contributions
Remote Work Readiness & Flexibility
PROFESSIONAL EXPERIENCE
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Customer Support Associate
Reliance Health | May 2024 – Present (Remote)
- Respond to 200+ daily customer inquiries across phone, email, and chat, ensuring timely
resolution within SLA targets.
- Assist clients with account setup, plan selection, and troubleshooting on digital platforms.
- Maintain accurate records using internal admin dashboard and CRM systems.
- Escalate complex issues to technical and claims teams, ensuring thorough follow-up and
closure.
- Collaborate with product and operations departments to streamline the customer journey.
- Trained new agents in Nigeria and Senegal, promoting teamwide consistency and quality.
- Contributed to internal knowledge base, improving resolution speed and client self-service
resources.
•
Client Service Specialist
Bridges Analytics | Jan 2023 – Apr 2024
- Delivered email and phone-based support to clients using Excel for documentation.
- Guided new clients through onboarding and initial setup.
- Investigated and resolved escalated client concerns, collaborating with the operations
team.
•
Executive Assistant
Bridges Analytics | Aug 2019 – Jan 2023
- Supported client communication and internal reporting for executive leadership.
- Scheduled meetings, maintained digital files, and coordinated cross-department updates.
•
Customer Service Representative
Swiss Pharmaceuticals | Jun 2018 – Jul 2019
- Provided product and order support via phone and email.
- Handled order processing using SAP and tracked delivery using Veeva CRM.
- Resolved issues for both B2C and distributor customers.
TOOLS & TECHNOLOGIES
Zoho | HubSpot | Freshdesk | Gorgias | Veeva CRM | Admin Dashboards
Microsoft Office | Google Workspace | Excel | Calendly | Otter.ai
EDUCATION & CERTIFICATIONS
B.Sc. Pure Chemistry – Obafemi Awolowo University, Nigeria
Data Analytics Certificate – ALX Africa, 2023
REFERENCES
Available upon request.
