Gloria Orji

Gloria Ugochi Orji Reliable. Responsive. Results-driven. CUSTOMER SUPPORT SPECIALIST When customers have a problem, I make sure they leave the conversation feeling heard, helped, and valued. With 4+ years of experience in high-volume support environments, I bring both the warmth and the precision that great customer experiences are built on. CICRM Certified 4+ Zendesk · Freshdesk · HubSpot 95% YEARS IN CUSTOMER SUPPORT 95% CSAT 50+ CUSTOMER SATISFACTION RATE Detail-Oriented 15% CASES HANDLED DAILY FRAUD COMPLAINTS REDUCED ABOUT ME I Don't Just Resolve Tickets. I Build Trust. As a customer support professional, I genuinely care about the people on the other side of the screen. Across every role I've held, one thing has stayed consistent: Customers leave the conversation feeling better than when they arrived. 🤝 ⚡ People-First Support Speed Without Sacrificing Quality I handle every interaction, whether it's a billing dispute or a login issue, with empathy, patience, and a genuine desire to help. Customers aren't tickets to close; they're people to take care of. I've managed 50+ daily cases in fast-paced banking environments where accuracy and SLA compliance weren't optional. I know how to move fast and still get it right. ⚙️ 🔐 Quick to Adapt, Fast to Deliver Discretion & Professionalism Every client uses a different setup. I get up to speed quickly, ask the right questions, and integrate into your workflow without friction, so support doesn't skip a beat. Trained in banking-level compliance and data integrity, I treat every piece of customer information with the care it deserves. Your brand's reputation is always in good hands. W H AT I D O My Core Support Services Here is what I can help you with: 💬 💻 Customer Support 📋 Helpdesk & CRM Management Email, live chat & ticket management Zendesk & Freshdesk ticket workflows Complaint & escalation handling HubSpot CRM record management Refund & dispute resolution Support Operations Data entry & accuracy checks Process documentation & SOPs Reporting & data reconciliation Cross-team task coordination Knowledge base article creation Customer onboarding support Customer feedback management SLA tracking & performance reports Follow-up & satisfaction checks Internal escalation coordination P R O V E N R E S U LT S Results that Speak for Themselves. Here are some of the results I have delivered across my roles: 95% 20% 30% Customer Satisfaction Rate Faster Service Delivery Fewer Delivery Complaints Maintained a near-perfect CSAT score while managing 50+ daily interactions in one of Nigeria's most demanding banking environments. Identified and streamlined a key internal process, cutting average turnaround time by 20%, without compromising accuracy or compliance. Introduced a proactive delivery tracking system that reduced customer complaints about delayed shipments by 30% within the first quarter. T O O L S & P L AT F O R M S I Work With the Tools You Already Use I am comfortable working with these tools and I pick up new ones quickly: HELPDESK & CRM Zendesk C O M M U N I CAT I O N Freshdesk HubSpot Intercom P R O J E C T & TAS K M A N AG E M E N T Trello ClickUp Asana Slack Gmail Zoom Google Meet PRODUCTIVITY Monday.com Google Workspace Microsoft Office Canva PORTFOLIO My Work in Action Here are some examples of how I work across different support platforms: ZENDESK · TICKET RESOLUTION Handling a High-Priority Support Ticket Triaging, responding, and adding clear internal notes on a login issue, keeping the customer informed while coordinating resolution behind the scenes. S L AC K · E S CA L AT I O N M A N AG E M E N T Cross-Team Escalation Coordination Using a dedicated support-escalation channel to loop in engineering, document the issue clearly, and follow through until the customer's ticket is fully closed. F R E S H D E S K · K N OW L E D G E B AS E Creating a Customer Self-Help Article Writing and publishing a clear, step-by-step refund guide in Freshdesk, reducing repeat inquiries and empowering customers to find answers independently. CREDENTIALS Certifications & Training These are the certifications I have earned so far: Chartered Post-Graduate Diploma In-Demand IT Skills Training Customer Relationship Management · Chartered Institute of Customer Relationship Management (CICRM) Customer Service, CRM, Zendesk, Virtual Assistance, Project Management Tools & more · Digital Witch Support Community CICRM Certified ID: DWSC07781 Ready to Work With a Support Specialist Who Truly Cares? Whether you need someone to manage your helpdesk, handle customer emails, or keep your clients happy, I'm here and ready to deliver. Let's Work Together Gloria Ugochi Orji · Customer Support Specialist · CICRM Certified Lagos, Nigeria · Available Full-Time · Open to Global Opportunities