NANCY AMADI
Cu s to m e r Su p po rt
R epr e s ent a ti ve
Remote (GMT +1)
About Me
Customer Support Representative with
over 4 years of experience, delivering
remote customer support via email, chat,
and phone in fast-paced environments.
Highly
detail-oriented
with
strong
documentation and time-management
skills to ensure accurate ticket handling
and timely resolutions. Experienced in
using CRM and helpdesk tools to manage
high-volume inquiries while meeting SLAs
and performance metrics. Excellent
written and verbal communication skills,
with a customer-first mindset and the
ability to work independently in remote
settings. Enjoys customer-facing roles
and is committed to improving customer
satisfaction,
retention,
and
overall
support efficiency.
Skills
Customer Support
Customer service
Escalation Management
Remote Support
Complaint Handling
Live Chat Support
Email Support
CRM Management
TECHNICAL AND CRM SKILLS
CRM Software
Ticket Management
Asana
Zoho CRM
Zendesk
Slack
Freshdesk
Hubspot
Performance And Process Skills
Experience
Customer Support Representative
Resolved 95% of inquiries on first contact, enhancing efficiency.
Managed high-volume inquiries, maintaining a calm and professional
demeanor.
Achieved a 40% reduction in response time, through process optimization.
Delivered exceptional support, boosting customer satisfaction by 30%.
Customer Support Representative
Whyte Nancy Skincare
Remote
Feb 2021 - May 2024
Upsold products effectively, increasing revenue by 20% quarterly.
Identified customer needs, leading to tailored solutions and loyalty.
Identified recurring issues and provided insights to help improve customer
experience.
Utilised CRM tools to track customer interactions and improving follow-up
rates.
Customer Support Representative
Whyte Essentials
In-person
Dec 2019 - Oct 2020
Provided prompt, professional customer support via email, Live chat, phone,
and social media channels.
Logged, tracked, and managed customer tickets using CRM tools such as
Freshdesk, Hubspot, Zoho, and Monday.com.
Educated customers on product features, services, and usage to reduce
repeat inquiries.
Escalated complex issues to relevant departments and followed up to ensure
timely resolutions.
Education
Higher National Diploma
Sep 2015 - Oct 2017
Mass Communication
Federal Polytechnic Nekede Owerri
Strong foundation in Customer communication, relationship management,
and service delivery.
Excellent Written communication for email and chat-based customer
support.
Experienced in clear documentation, reporting, and information accuracy.
Trained in handling public inquiries, feedback, and complaints professionally.
National Diploma
Attention To Detail
Mass Communication
English
July 2024 - Nov 2025
Jodela Optimum Services
Remote
KPI Tracking
SLA Management
Multitasking
languages
Location
Sep 2012 - Nov 2014
Federal Polytechnic Nekede Owerri
Built strong verbal and written communication skills applicable to customer
service and support roles.
Developed active listening, empathy, and problem-solving skills.
Understanding of audience analysis and users centered communication.
Mastered interpersonal and Organizational Communication.
