Orji Peace Elizabeth

ORJI PEACE ELIZABETH PROFESSIONAL SUMMARY Customer Experience Specialist with hands-on experience in high-volume customer support, appointment management, and digital communication. Skilled in delivering fast, empathetic, and organized support using CRM systems, Zendesk and Freshdesk ticketing platforms, and SLA-driven workflows. Proven ability to manage multiple conversations, resolve issues efficiently, and maintain high customer satisfaction in fast-paced remote environments. CORE SKILLS - Customer Support (Email, Chat, Phone) - Zendesk & Freshdesk (Ticketing Systems) - SLA Management & Response Time Optimization - CRM & Customer Data Management (HubSpot) - IT Support & Basic Troubleshooting - High-Volume Request Handling - Remote Collaboration & Communication - Time Management & Task Prioritization - Administrative & Operational Support WORK EXPERIENCE ONE-OFF HOSPITALITY — Reservation Officer / Customer Service Representative (2025 – 2026) - Managed high-volume customer inquiries across digital channels, ensuring timely and professional responses - Organized and tracked customer requests using structured workflows similar to Zendesk ticketing systems - Resolved booking conflicts and customer complaints efficiently, improving overall guest satisfaction - Maintained detailed and accurate customer records to support personalized service delivery - Collaborated with cross-functional teams to ensure smooth execution of customer requests - Monitored customer feedback and identified trends to improve service experience ORÍKÌ SPA AND PRODUCTS — Customer Service Representative (2024 – 2025) - Delivered personalized customer support while managing over 1,000 bookings with high accuracy - Handled inquiries, complaints, and follow-ups using structured communication workflows - Applied SLA principles to ensure timely responses and customer satisfaction - Maintained customer records and service history for improved client experience - Used appointment scheduling tools like Zenoti to manage bookings and reduce scheduling conflicts SEKANI’S CLOG — Virtual Assistant (Remote) (2024) - Managed customer communications and administrative tasks remotely across digital platforms - Organized schedules and handled over 10 monthly meetings efficiently - Maintained and updated customer databases with high accuracy - Supported online community engagement of over 1,000 members - Utilized structured workflows to track tasks and ensure timely completion AFESS INDUSTRIAL KITCHEN EQUIPMENT — Customer Service Representative (2023 – 2024) - Responded to customer inquiries via email and in-person channels - Managed internal and external communications, ensuring clarity and professionalism - Maintained organized digital filing systems for easy information access - Assisted in closing high-value sales through effective customer interaction - Supported operations through data entry, reporting, and documentation TOOLS & TECHNOLOGIES Customer Support & CRM Tools (Zendesk, Freshdesk, HubSpot, Apollo) Project & Task Management (Trello, Asana, ClickUp, Monday.com) Communication & Collaboration (Slack, Microsoft Teams, Google Chat, Discord) Scheduling Tools (Calendly, Picktime, Zenoti, Acuity Scheduling) Productivity & File Management (Google Workspace, Microsoft Office, Google Drive, OneDrive, Dropbox) Automation & Time Tracking (Zapier, Clockify, Time Doctor) IT Support Tools (AnyDesk, Basic troubleshooting & system support)​ Canva, Pixellab and Snapseed (graphics) EDUCATION ESEP LE BERGER UNIVERSITY, COTONOU Bachelor of Accounting (In View) | 2019 – 2023 ADDITIONAL STRENGTHS - Strong written and verbal communication skills - Ability to work independently in remote environments - Familiar with SLA-driven support environments - Adaptable and quick to learn new tools - High attention to detail and organization - Team player with strong collaboration skills REFERENCES Available on request