JOY LOTACHI EKOH
CUSTOMER SUPPORT | SALES
Port Harcourt, Nigeria
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SUMMARY
Dedicated and customer-focused professional with a proven track record in eCommerce and customer service. Eager to
leverage strong communication skills, problem-solving abilities, and hands-on experience with CRM systems and eCommerce
platforms to provide excellent service to customers and support business goals.
WORK EXPERIENCE
BlankSpace Inc. - Remote, USA
10/22 - 12/24
Customer Service Representative
Delivered outstanding customer service by responding to an average of 10 inquiries per hour via phone, email, and
chat, ensuring timely resolution of customer issues.
Achieved a 95% customer satisfaction rate through personalized service and efficient problem-solving.
Utilized CRM software (e.g., Zendesk, Salesforce, Gorgias) to track and manage customer interactions, ensuring
accurate documentation and follow-up.
Effectively handled returns, exchanges, and complaints, offering solutions and processing requests to ensure
customer retention.
Collaborated with cross-functional teams to escalate issues and ensure swift resolution.
Reduced average resolution time by 20% through improved communication and process optimization.
Versatile Marketing - Remote
08/21 - 09/22
eCommerce Support Specialist
Managed product listings and customer inquiries on platforms such as Shopify, Amazon, and eBay, ensuring accuracy
and timely updates to product details.
Assisted customers in placing orders, navigating the website, and resolving issues related to shipping, billing, and
returns.
Contributed to the implementation of a new order tracking system, reducing order processing time by 15% and
improving customer experience.
Monitored and analyzed customer feedback, sharing insights with the marketing team to improve product descriptions
and FAQs, increasing product conversion rates by 10%.
Worked with logistics teams to track and resolve delivery issues, maintaining clear communication with customers
throughout the process.
Resolved 90% of customer inquiries on first contact, contributing to higher customer retention rates.
Rent 2 Own
02/20 - 07/21
Sales Representative
Managed high-volume inbound and outbound calls, proactively engaging potential customers interested in rent-toown homes.
Educated prospects on the benefits, features, and qualifications of the rent-to-own program, effectively increasing
interest and conversion rates.
Guided potential customers through the registration process on our listings site, ensuring seamless access to available
properties in their state.
Provided top-tier customer support by promptly addressing inquiries, clarifying doubts, and resolving concerns related
to the rent-to-own process.
Assisted clients with understanding property details, lease-to-own terms, and financing options, fostering informed
decision-making.
Consistently met and exceeded performance metrics, including call targets, conversion rates, and customer
satisfaction scores.
SKILLS
Customer Service Excellence
Technical Skills (Microsoft Office Suite, Google Workspace)
CRM Systems (Salesforce, Zendesk, HubSpot, Freshdesk)
Communication Skills (Written & Verbal)
eCommerce Platforms (Shopify, Amazon, eBay, WooCommerce)
Problem-Solving & Analytical Skills
Order Processing & Returns Management
Customer Retention & Satisfaction
Product Knowledge & Merchandising
Feedback Analysis
Conflict Resolution
Order Tracking & Resolution
Time Management & Multitasking
Upselling & Cross-Selling
Team Collaboration
Payment & Billing Support
Social Media Customer Support
Live Chat & Email Support
Product Troubleshooting
Quality Assurance & Process Improvement
EDUCATION
COVENANT UNIVERSITY
Petroleum Engineering
CERTIFICATE
Artificial Intelligence Career Essentials (ALX Africa)
Transformational Leadership (Joshua Leadership Project)
Customer Service Fundamentals (University of California, Irvine)
Virtual Assistant (ALX)
