Precious Itoro

PRECIOUS ITORO 10 Olowu Close, off Akinwale, Bariga, Lagos Customer Service Representative 5 years of delivering fast, thoughtful, and effective customer support across multiple industries and platforms. Skilled in live chat, email, phone, and SMS communication. Known for turning frustrated users into loyal fans through clear communication, technical troubleshooting, and ownership of every interaction. Fast on tools, sharp on follow-up, and always customer-first. Professional Experience Customer Support Specialist Freelance / Remote • 2018 – Present Delivered customer support via Zendesk, Gorgias, Freshdesk, and Hubspot across various B2C and B2B brands Resolved 50+ tickets per day across live chat, email, SMS, and phone — maintaining CSAT scores above 90% Assisted customers with everything from order issues and warranty claims to app troubleshooting and product education Created internal help docs and ticket tags to streamline support workflows Handled refunds, exchanges, returns, and complaints with empathy and precision Customer Success Assistant E-commerce Brand (Remote) • 2021 – 2023 Supported a fast-growing e-bike and scooter brand with technical troubleshooting and post-purchase care, Managed warranty claims, product pairing issues, and setup support via live chat and calls. Improved first response time by 30% through smarter macros and better ticket triage. Collaborated with the tech team to escalate bugs and product feedback from users. Tools & Systems Zendesk • Gorgias • Freshdesk • Hubspot • Intercom • Shopify • OpenPhone • TextMagic • Google Workspace • Slack • Notion • Zoom Skills Excellent written and spoken English (C2 level) Live chat + phone suppor De-escalation and empathy E-commerce & SaaS familiarity Fast learner, self-managed Detail-oriented + solution-driven Education Bachelor’s Degree – University of Lagos Expected Graduation: 2024