Oluchi Florence Umunnakwe

Are delayed responses, unresolved tickets, or unhappy customers slowing down your business? I can help you fix that and create a support experience that is fast, friendly, and reliable. My name is Oluchi, and I am a Customer Support Specialist with 4+ years of experience helping e-commerce and SaaS brands improve customer satisfaction, increase retention, and streamline daily operations.

I am skilled in using industry-standard tools such as Zendesk, Gorgias, Shopify, HubSpot, Freshdesk, Intercom, Google Sheets, and GoHighLevel.

With these tools, I have been able to reduce response times by 20% and achieve a 15% boost in customer satisfaction within 3 months. Whether I’m responding to emails, managing live chats, troubleshooting technical issues, or guiding customers through product features, I focus on delivering clear, polite, and helpful support that leaves a positive impression.

✔ Customer Support Across Channels

I handle email, phone, and live chat support with a warm and professional approach. My communication style is calm, empathetic, and solution-oriented, ensuring customers feel valued and understood.

✔ E-commerce Support

I assist with orders, returns, refunds, shipping concerns, product inquiries, and general store navigation. I’ve handled 200+ orders weekly, helping brands reduce friction and increase repeat purchases.

✔ SaaS Support

I help users understand product features, troubleshoot issues, and get the best experience possible. My goal is to improve product adoption and minimize churn.

✔ CRM & Admin Support

I manage tickets, organize customer data, build workflows, and maintain clean records using Zendesk, Gorgias, HubSpot, and other tools.

✔ Reporting & Data Entry

I track performance metrics, prepare simple reports, and share insights that help leaders make informed decisions.

✔ Problem Solving & Customer Retention

I approach every issue with patience and creativity, turning frustrated customers into loyal ones.

• 20% faster response times and fewer backlogs
• 15% increase in overall customer satisfaction
• Reduced complaints and smoother issue resolution
• Accurate documentation and reliable reporting
• A friendly, dependable, and consistent support experience for your customers

I don’t just answer questions — I create meaningful and positive customer experiences. I take responsibility for every interaction, making sure customers feel heard and supported. If you want to strengthen your support team, reduce friction, and keep your customers happy, I’m here to help. Let's work together to improve your customer experience.

Best Regards,

Oluchi