Ekpe Merit Chidimma

EKPE MERIT CHIDIMMA​ CUSTOMER SUPPORT REPRESENTATIVE-|- | Lagos, Nigeria​ www.linkedin.com/in/ekpemeritchidimma PROFESSIONAL SUMMARY Dedicated and customer-focused professional with expertise in customer support, virtual assistance, and social media management. Proficient in handling customer inquiries, managing communications across multiple platforms, and enhancing client satisfaction. Skilled in using CRM tools (Zendesk, HubSpot, Freshdesk) and project management software (Trello, Asana) to optimize customer experiences and business operations. EDUCATION Ajayi Crowther University, Oyo, Nigeria,​ ​ Bachelor of Science in Mass Communication ​ ​ April 2022 – October 2024​ Delta State Polytechnic, Ozoro, Nigeria ​ ​ National Diploma in Mass Communication ​ ​ January 2017-January 2019​ ​ ​ Truebell |Mar 2025 PROFESSIONAL EXPERIENCE ONLINE SALES/CUSTOMER SERVICE REP​ ​ ●​ Converted 400+ sales to date through effective customer engagement and upselling techniques. ●​ Manage the Shopify store, including updating products, creating orders, and tracking inventory. ●​ Fulfill customer orders, ensuring accurate processing and timely delivery. ●​ Create and process manual orders on Shopify for special customer requests. ●​ Provide prompt and professional customer support via email, phone, and chat to resolve inquiries and complaints. ●​ Recommend products based on customer needs and preferences to drive repeat purchases. ●​ Coordinate with the logistics team to ensure accurate shipment and delivery. ●​ Maintain detailed records of customer interactions, transactions, and feedback for performance tracking and service improvement. ONLINE SALES/CUSTOMER SERVICE REP​ ​ ​ ​ DMessential|Jan 2024 ●​ Received and Process online orders ●​ Convert online leads into actual sales ●​ Respond promptly and professionally to customers complaints and inquiries via various online channels (email and social media messages) ●​ Handle customers' inquiries and complaints by investigating problems, developing solutions, ●​ Collaborate with logistics team to ensure smooth order fulfillment and customer satisfaction ●​ Stay updated on product knowledge and trends to address customer questions confidently CUSTOMER SUPPORT INTERN​ ​ ​ ​ ​ Remote | Oct 2024 ●​ Monitored and responded to customer inquiries on multiple social media platforms, ensuring fast and helpful responses. ●​ Assisted in the development and execution of customer engagement strategies to boost brand loyalty. ●​ Analyzed customer feedback and engagement metrics to refine support processes and improve response times. ●​ Collaborated with the content team to address common customer concerns in social media posts and FAQs. REMOTE CUSTOMER SUPPORT REPRESENTATIVE ​ ​ ​ Remote | Jun 2024 ●​ Handled customer inquiries via chat, phone calls, and emails, ensuring timely resolution of issues. ●​ Assisted in troubleshooting technical issues and provided step-by-step guidance to customers. ●​ Maintained detailed records of customer interactions using CRM software to improve service efficiency. ●​ Developed knowledge base articles to reduce support inquiries and enhance customer self-service. ●​ Collaborated with internal teams to escalate and resolve complex customer concerns efficiently. CUSTOMER SUPPORT ​ ​ ​ ​ ​ ​ Freelance | Jan 2023 ●​ Provided timely and professional responses to customer inquiries via email, chat, and social media platforms, ensuring a 95% customer satisfaction rate. ●​ Assisted clients in resolving technical issues, placing orders, and processing refunds to enhance the customer experience. ●​ Managed and updated CRM databases, ensuring accurate customer records and efficient workflow management. ●​ Created FAQs and customer support documentation to improve self-service support options. ●​ Developed and executed email support campaigns to engage customers and provide product-related assistance. CUSTOMER SUPPORT ​ ​ ​ ​ ​ ​ MeritMay Beads | Mar 2022 ●​ Provided real-time support to customers via chat, calls, and emails, answering inquiries about products, pricing, and order tracking. ●​ Resolved customer complaints efficiently, maintaining a 90% resolution rate within the first interaction. ●​ Managed customer orders and ensured timely delivery by coordinating with logistics partners. ●​ Collected customer feedback to improve product offerings and overall service quality. ●​ Implemented follow-up strategies to enhance customer retention and encourage repeat purchases. SKILLS ●​ Excellent verbal and written communication ●​ Strong problem-solving and conflict-resolution abilities ●​ Proficient in handling customer inquiries and complaints via chat, calls, and emails ●​ Experience with CRM tools (e.g., Zendesk, HubSpot, Freshdesk) ●​ Social media engagement and online community management ●​ Email handling and management (Gmail, Outlook) ●​ Time management and multitasking skills ●​ Attention to detail and adaptability in fast-paced environments ●​ Proficiency with online collaboration tools (Slack, Zoom, Microsoft Teams) TECHNICAL PROFICIENCY ●​ CRM Tools: Zendesk, HubSpot, Freshdesk ●​ Communication Platforms: Slack, Microsoft Teams, Zoom ●​ Project Management Tools: Trello, Asana ●​ Social Media Platforms: Instagram, Facebook, Twitter ●​ Google Workspace: Docs, Sheets, Slides, Drive ●​ Call Tools: Aircall, RingCentral, Talkdesk ●​ Chat Support Tools: LiveChat, Intercom ●​ E-commerce platform: Shopify CERTIFICATIONS AND TRAINING ●​ Social Media Certification—HubSpot Academy (2023) ●​ IT Support —Digital Witch Institute (2025) ●​ Virtual Assistant Certification – ALX ●​ Customer Service Training: Coursera (2022) LANGUAGES ●​ English ●​ Igbo