LORRAINE IGWE
Portfolio | Linkedin
PROFILE
Customer Support Specialist with 2+ years of experience handling 40–70+ customer interactions daily
across email, chat, and phone. Proven track record of resolving 90–95% of issues on first contact,
reducing response times by 25–30%, and contributing to 15–20% improvements in customer
satisfaction scores. Skilled in managing high ticket volumes, documenting processes, and collaborating
with cross-functional teams to improve service delivery and overall customer experience.
SKILLS
Customer Service & Relationship Management
Issue Resolution & Complaint Handling
Time Management & Task Prioritization
Multichannel Support: Email, Chat, Phone
Ticket & SLA Management (Zendesk, Freshdesk, HubSpot)
Process Documentation & Reporting
Team Collaboration & Coordination
PROFESSIONAL EXPERIENCE
CUSTOMER SUPPORT SPECIALIST (Remote)
TRANSSION HOLDINGS
Managed 40–70+ customer interactions daily across email, chat, and phone
while maintaining high service quality.
Resolved 90–95% of issues on first contact, improving overall customer
satisfaction by 15–20%.
Acted as a point of escalation for complex or sensitive customer issues,
ensuring timely and professional resolution.
Led onboarding and training for new support team members, reducing
ramp-up time by 20%.
Reviewed and optimized support workflows, contributing to a 25–30%
reduction in response time.
Collaborated with product and operations teams to identify recurring issues
and implement long-term solutions.
Maintained and updated internal documentation, improving team efficiency
and consistency in responses.
Monitored ticket queues and prioritized high-impact cases to meet SLA
targets.
Provided feedback on customer pain points, influencing service
improvements and retention strategies.
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05/2024 – 12/2025
PORT HARCOURT,
RIVERS
CUSTOMER SUPPORT REPRESENTATIVE
ORAIMO ACCESSORIES
Handled 40–70+ customer inquiries daily via email and chat, maintaining
consistent service quality.
Achieved 85–90% first-contact resolution rate, ensuring timely issue
resolution and customer satisfaction.
Maintained an average response time under 4 hours, meeting and exceeding
SLA requirements.
Assisted in onboarding new customers, contributing to a 10–15% increase in
customer retention.
Documented frequent issues and solutions, helping reduce repeat inquiries by
15–20%.
Collaborated with team members to improve support processes, increasing
team efficiency by 10%.
Escalated complex issues appropriately, ensuring quick resolution and
minimal customer disruption.
04/2023 – 04/2024
IKEJA, LAGOS
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EDUCATION
BACHELOR OF SCIENCE (B.Sc.) - Microbiology
NNAMDI AZIKIWE UNIVERSITY
CERTIFICATES
CUSTOMER SERVICE EXCELLENCE CERTIFICATION
10/2017 – 12/2021
AWKA, ANAMBRA
