EMMANUELLA CHIGBU
PROFESSIONAL SUMMARY
Customer Support Specialist with expertise in managing high volumes of inquiries, resolving complex
issues, and driving customer satisfaction. Skilled in Customer Service Excellence, with strong
communication, problem-solving, and multitasking abilities. Recognized for building trust, enhancing
workflows, and representing brands with professionalism and empathy.
SOFT SKILLS
▪ Clear and professional communication skills, both written and verbal, for effective customer
engagement.
▪ Strong analytical and problem-solving abilities to address customer concerns efficiently.
▪ Compassionate and patient approach when managing complaints or difficult interactions.
▪ Experienced in navigating CRM platforms and support tools to streamline service delivery.
▪ Excellent time management with the ability to prioritize tasks in fast-paced, high-volume settings.
▪ Accuracy and attention to details when recording customer data and interactions.
▪ Emotional intelligence and ability to stay calm and professional under pressure while delivering
consistent service.
▪ Team-oriented mindset with the flexibility to collaborate across departments.
▪ Quick adaptability to new technologies, systems, and evolving processes.
WORK EXPERIENCE
E-Benco Logistics
Customer Service Representative (Remote)
April 2023 to July 2025
▪ Provide multi-channel support (chat, email, and phone) to global customers regarding orders,
refunds, and account management.
▪ Updated databases and CRM systems with accurate customer details and interactions.
▪ Escalated complex issues to supervisors and relevant departments when necessary.
▪ Gathered feedback to help improve customer satisfaction.
▪ Handled returns, refunds, and exchanges.
▪ Mentored and supported new hires, and contributed to smoother onboarding and stronger team
performance.
Bundo Enterprise
Customer Care Representative
Lagos, Nigeria
January 2022 – March 2022
▪ Answered phone calls, emails, and chat messages from customers.
▪ Provided information about products, services, prices, and company policies.
▪ Recognized once as “Agent of the Month” for outstanding professionalism and problem-solving.
▪ Handled customer concerns promptly and professionally.
▪ Assist customers with placing, tracking, and modifying orders.
▪ Recorded complaints and resolutions for future reference.
Jumia Nigeria
Sales & Customer Care Assistant
Lagos, Nigeria
May 2024– November 2024
▪ Acted as the first point of contact for customers (via phone, email, chat).
▪ Identify customer needs, explained product features/benefits, converted enquiries into purchases,
and sometimes made outbound calls to potential customers.
▪ Processed customer orders, updated back-end systems with customer data, and maintained records
of interactions and follow-up actions.
▪ Provided feedback to management on recurring customer concerns, leading to policy updates that
improved satisfaction.
▪ Continuously maintained product knowledge (categories, features, promotions), advised customers
and supported sales.
▪ Worked in a team, in a high-output environment.
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HARD SKILLS
▪ Proficient in CRM systems: Zendesk, Freshdesk, Salesforce, HubSpot
▪ Multi-channel customer support: Phone, Email, Live Chat, Social Media
▪ Ticket management and knowledge-based documentation
▪ Data entry and accurate record-keeping of customer interactions
▪ Use of remote collaboration tools: Slack, Zoom, Microsoft Teams, Google Workspace
▪ Skilled in call center technology: Automatic Call Distributors (ACD), Interactive Voice Response (IVR)
▪ Customer feedback analysis and reporting for service improvement
▪ E-commerce and order management systems (Jumia, Amazon Seller Central)
▪ Strong typing speed and computer literacy (Microsoft Office Suite & Google Docs/Sheets)
▪ Familiar with troubleshooting technical issues and guiding customers through solutions
TECHNICAL REQUIREMENTS
Owns a high-performance laptop (16GB RAM, Core i5) stable of 50mbps+ internet connection.
Available to work in U.S. time zones, ensuring flexible customer support.
EDUCATION
Doctor of Optometry (OD)
October 2025
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