Grace A. Clement

 GRACE CLEMENT Online Customer Service Specialist | Lagos, Nigeria PROFESSIONAL SUMMARY Dedicated Online Customer Service Specialist with 2+ years of experience delivering fast, accurate, and friendly support through chat, email, and phone. Experienced in troubleshooting, ticket management, and client communication for high volume interactions. Skilled in CRM platforms including Zendesk and Salesforce, with a proven ability to maintain SLA compliance and enhance customer satisfaction. Passionate about providing seamless support and creating positive experiences for customers. SKILLS & COMPETENCIES • Customer Support & Engagement: Responding to inquiries promptly via chat, email, and phone while maintaining professional tone. • Ticket & Case Management: Efficiently prioritizing, tracking, and escalating tickets to resolve issues. • Technical Troubleshooting: Diagnosing and resolving common customer and system issues. • CRM & Live Chat Tools: Experienced in Zendesk, Salesforce, cloud-based software, and live chat platforms. • Data Management & Documentation: Maintaining accurate customer records and interaction logs. • SLA & Performance Compliance: Meeting resolution timeframes and enhancing customer satisfaction metrics. WORK EXPERIENCE Ola’s Couture – Online Chat Representative (Remote) March 2024 – January 2026 • Managed 100+ customer interactions daily via chat, email, and phone. • Resolved inquiries efficiently, escalating complex cases and improving response times by 30%. • Maintained detailed client records and provided troubleshooting assistance. • Ensured adherence to quality standards, boosting customer satisfaction ratings. Mind Foundation – Customer Support Assistant January 2023 – February 2024 • Provided administrative and technical support to customers via email and scheduling tools. • Assisted in resolving compliance-related issues and escalated complex inquiries. • Collaborated with team members to reduce backlog by 20% and maintain SLA compliance. • Delivered accurate information on policies and system updates to minimize complaints. Community Outreach Program – Customer Support Volunteer June 2023 – December 2023 • Handled 200+ inquiries via phone and email, resolving community-related concerns and providing guidance. • Assisted in event registration and customer service for outreach programs, ensuring a seamless process. • Maintained accurate records of customer interactions and feedback for future improvements. EDUCATION & CERTIFICATIONS • Customer Service & Support Certification – ALISON (2022 – 2023) • High School Diploma – Lagos State University (2019 – 2023) KEY ACHIEVEMENTS • Resolved 90% of customer inquiries on first contact, reducing escalations and improving satisfaction. • Managed 50+ daily customer queries while consistently meeting SLA targets. • Improved ticket resolution time by 30% through proactive follow-ups and collaboration. REFERENCES Available upon request.