Ndigwe Mary Oluchi

I am a Customer Support Specialist with over 1 year of professional experience at Teleperformance (Lagos, Nigeria), where I handle high-volume customer interactions through live chat using CRM and ticketing tools such as Zendesk. In this role, I manage over 70 customer inquiries daily, consistently maintaining a 90% customer satisfaction (CSAT) score by delivering clear, empathetic, and efficient support tailored to each customer’s needs.

My day-to-day responsibilities include resolving a wide range of customer issues, providing accurate and timely information about products and services, and maintaining detailed and organized customer records to support internal processes. I am skilled at handling multiple conversations simultaneously while maintaining a high level of accuracy and attention to detail. I also proactively identify recurring customer concerns and collaborate with team members to suggest process improvements that enhance service delivery and overall efficiency.

Prior to this, I worked as a Chat Moderator at Reefer Token (Remote), where I managed online community interactions and responded to over 30 user inquiries daily. In this role, I played a key part in improving user experience by organizing frequently asked questions (FAQs), reducing repetitive queries, and ensuring clear and consistent communication within the community. I also worked closely with team members to maintain a positive, engaging, and well-structured environment for users.

I bring a strong combination of technical and soft skills, including expertise in customer support, data management, and administrative support. I am highly proficient in written and verbal communication, problem-solving, time management, and multitasking in fast-paced environments.

I am passionate about delivering excellent customer experiences, building trust with users, and supporting business operations through efficient and reliable service. I am continuously seeking opportunities to grow professionally, improve my skill set, and contribute meaningfully to organizations that value customer satisfaction and operational excellence.