Epiphania Ihaza

I am a dedicated Customer Support Specialist and Virtual Assistant with over 6 years of experience helping remote-first businesses deliver exceptional customer experiences. My work sits at the intersection of empathy, efficiency, and ownership; I don't just resolve tickets, I build lasting solutions that improve how teams support their customers.

Throughout my career, I have consistently delivered measurable results. I maintain 95%+ CSAT scores across email, live chat, and phone channels, have reduced average resolution times by 60% through self-initiated process improvements, and have contributed to a 70%+ improvement in customer retention for the businesses I have supported. I take pride in first-contact resolution; meaning fewer escalations, lower costs, and happier customers for every client I work with.

My experience spans fintech, e-commerce, banking, and operations, giving me the ability to adapt quickly to new industries, tools, and customer bases. I am highly proficient in platforms including Zendesk, Freshdesk, Intercom, HubSpot, Salesforce, Gorgias, Shopify, Notion, ClickUp, Asana, Google Workspace, Slack, Zoom, Loom, and Zapier. I get up to speed fast and integrate smoothly into existing workflows with minimal hand-holding.

As a Virtual Assistant, I support founders, executives, and teams with inbox and calendar management, CRM updates, customer communication, research, reporting, and operational coordination. I bring a proactive mindset to every engagement; anticipating needs, flagging issues early, and taking initiative without waiting to be asked.

What sets me apart is my background in History and Diplomatic Studies, which has shaped the way I communicate; clearly, carefully, and with a deep awareness of tone and audience. Whether I am de-escalating a frustrated customer, drafting a professional response, or managing a busy executive's schedule, I bring thoughtfulness and precision to every interaction.

I am based in Port Harcourt, Nigeria (WAT/UTC+1) and am fully available for EST- and EMEA-compatible hours on a full-time remote basis. I am reliable, communicative, and deeply committed to the success of every client I partner with.

If you are looking for a customer support professional who treats your business like their own; let's work together!!!