NANCY NZELU
Lagos, Nigeria | - |-LinkedIn: linkedin.com/in/nancy-nzelu-b34a2b18
PROFESSIONAL SUMMARY
A proactive and detail-oriented Customer Service Professional with over a decade of
experience across diverse industries, delivering exceptional customer support via phone,
email, and chat. Known for resolving complex issues efficiently, building strong client
relationships, and contributing to customer satisfaction and retention. Seeking to leverage
communication, problem-solving, and CRM expertise in a dynamic and customer-focused
organization.
CORE COMPETENCIES
•
CRM Tools: Aircall, Intercom, Team Support, Intercom, Salesforce, Zendesk, HubSpot,
Shopify, Zoho, Gorgias, Agile CRM, Microsoft Dynamics 365
•
Communication: Strong verbal & written communication, empathy, conflict
resolution
•
Office Tools: Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook,
Teams, SharePoint), Google Workspace
•
Customer Engagement: Needs assessment, onboarding, product support,
satisfaction tracking
•
Process & Quality: Strategic planning, quality assurance, documentation, attention to
detail
•
Soft Skills: Patience, adaptability, problem-solving, teamwork, confidentiality
PROFESSIONAL EXPERIENCE
Customer Service Agent (Remote)
Vendly Inc., Delaware, USA
Feb 2022 – May 2025
•
Managed high-volume inbound calls and support inquiries, resolving issues efficiently
and courteously
•
Reduced average call handling time by 20% while maintaining a 95% customer
satisfaction score
•
Processed orders, returns, and service requests, ensuring seamless customer
experience
•
Maintained professional interactions and empathetic communication with clients
across all channels
Customer Support Specialist
Prodeus Technologies Limited, Nigeria
Apr 2018 – Jan 2022
•
Provided multichannel (email, phone, chat) support to 85+ clients daily
•
Assisted in onboarding and training new hires, enhancing team productivity
•
Documented and escalated recurring issues, improving long-term customer solutions
•
Co-developed FAQ resources and knowledge base to reduce inquiry volume
Operations Specialist
Technology Distributions Ltd.
Apr 2013 – Mar 2018
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Coordinated with OEMs (Cisco, Huawei, HP, Dell, etc.) for timely client deliveries
•
Improved order processing and delivery efficiency by 45%
•
Led inventory tracking, vendor management, and logistics planning
•
Managed client accounts, including securing supplier credit lines
Sales Development Representative
Technology Distributions Ltd.
Sep 2009 – Mar 2013
•
Identified prospects and generated qualified leads
•
Collaborated with sales teams to meet and exceed targets
•
Utilized CRM tools for lead tracking and follow-ups
•
Represented company at trade shows and networking events
EDUCATION
MSc, Energy Economics & Policy
University of Surrey, United Kingdom — 2012
Awarded: Merit
BSc, Economics & Development Studies
Igbinedion University Okada, Nigeria — 2007
Second Class Upper Division
CERTIFICATIONS
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Google Data Analytics Professional Certificate (In View)
•
Business Analysis & Process Management – Coursera (2022)
•
Complete Business Analysis Fundamentals – Udemy (2022)
VOLUNTEER WORK
United Nations Association Nigeria
Volunteer (January 2017 – Present)
