Gloria Kokouda

PORTFOLIO Gloria Kokouda Customer Experience Specialist with Content Strategy Expertise INTRODUCTION Customer Support Specialist with Content Strategy expertise focused on delivering exceptional customer experiences and strengthening communication between brands and their customers. Prove ability to handle inquiries, resolve complaints efficiently, and develop customer-focused content such as FAQs, help guides, and response templates. Adept at reducing support volume, improving clarity, and increasing customer satisfaction through strategic, well-structured communication. ABOUT ME I am a proactive individual who takes initiative and full responsibility for assigned tasks. I approach my work with a solutions-driven mindset, ensuring customer inquiries are handled efficiently while maintaining professionalism and empathy, with strong verbal and written communication, capable of conveying information clearly and resolving issues effectively. With real-life experience in similar roles, I have developed the ability to work independently and collaboratively within a team environment. I am reliable, detail-oriented, and committed to delivering high-quality service, meeting deadlines, and contributing positively to organizational goals. CORE COMPETENCE Customer Support: Content Strategy: Email Support FAQ Creation Live Chat Support Help Center Articles Customer Complaint Resolution Knowledge Base Writing Order Tracking Assistance Customer Response Templates Refund & Escalation Handling Customer Education Guides Customer Follow-ups Support Documentation Customer Retention Onboarding Content Professional Communication Customer Experience Optimization MY SERVICES Email Support Live Chat Support Ticket Management Customer Inquiry Management Customer Onboarding FAQ Development Help Center Content Creation Customer Response Template Creation Customer Communication Improvement Customer Follow-up Management TOOLS I USE Google Workspace Microsoft Suite Email Support Order Delay Resolution Damaged Product Resolution Zendesk Setup Configuration & Optimization Ticket Management & CRM Data Analysis Direct Customer Interaction (Messenger) Customer Support Dashboard (Inbox Management) I Developed a structured Customer Service Q&A system for a client which improved response efficiency, reduced First Response Time by 45%, and ensured consistent brand communication across all support channels. It also enhanced customer satisfaction while enabling faster, more scalable, and more accurate support operations. A structured Customer Response Q&A system Response Template Account Help Response Template Delay Apology Response Template Certifications AVAILABILITY Work Mode: Remote | Freelance Work Schedule: Contract | Part-time | Full-time Open to global clients THANK YOU Contact Information - Ota, Ogun State, Nigeria-https://www.linkedin.com/in/gloria-ai-va https://www.facebook.com/gloria.kokouda https://drive.google.com/file/d/1CfVvtlmQUK ndURzzlU_lBvm4S7GyssiD/view?usp=drivesdk