Rachael Enebeli

RACHAEL ENEBELI PROFESSIONAL SUMMARY Empathetic and data-driven Customer Support Specialist with 2+ years of experience delivering outstanding support across B2B and B2C marketplaces. Skilled at resolving issues across live channels chat, phone, and email while exceeding KPIs in productivity, accuracy, and first-contact resolution. Adept with leading CRM tools (Salesforce, Zendesk, Freshdesk), remote work platforms, and support documentation. A passionate advocate for customer satisfaction and operational efficiency, with a proven ability to thrive in fast-paced, remote-first environments. Committed to building trust with users, solving problems proactively, and making every interaction meaningful. CORE COMPETENCIES ●​ Live Customer Support (Chat, Phone, Email)​ ●​ CRM & Ticketing Tools (Zendesk, Salesforce, Freshdesk, HubSpot)​ ●​ Remote Work Tools (Slack, Trello, Zoom, Google Workspace)​ ●​ Troubleshooting & Escalation Handling​ ●​ Client Relationship Management & Retention​ ●​ Knowledge Base Use & Documentation​ ●​ Empathy, Emotional Intelligence & Active Listening​ ●​ KPI-Focused: FCR, CSAT, Response Time​ ●​ Conflict Resolution & Problem Solving​ ●​ Multitasking & Time Management in Remote Settings​ PROFESSIONAL EXPERIENCE Customer Support Representative 📍 D Xellent Fashion – Lagos, Nigeria | Remote 🗓️ June 2025 – Present ●​ Delivered support to 50+ customers daily across chat, email, and phone.​ ●​ Achieved and maintained 95%+ customer satisfaction rating through empathetic service and accurate resolution.​ ●​ Used Freshdesk CRM to log tickets and reduce repeat inquiries by 30%.​ ●​ Processed transactions with 100% accuracy and flagged product-related issues for cross-functional review.​ ●​ Supported dual-side marketplace processes and educated customers on service options.​ Client Relationship Specialist 📍 Nostalgia LMT – Lagos, Nigeria | Remote/Hybrid 🗓️ August 2024 – June 2025 ●​ Served as main point of contact for key clients, improving satisfaction through proactive communication.​ ●​ Led client onboarding, tool training, and feedback collection to support service improvement.​ ●​ Collaborated cross-functionally to address complex needs and improve retention.​ Call Center Agent 📍 Sappers Waterfront – Lagos, Nigeria 🗓️ February 2022 – August 2024 ●​ Managed a high volume of inbound/outbound support calls for product and delivery issues.​ ●​ Logged customer orders, tracked deliveries, and reduced complaints through accurate follow-ups.​ ●​ Provided courteous and professional service, contributing to positive brand reputation.​ EDUCATION B.Sc. Economics 📍 National Open University – Lagos, Nigeria | 2021 CERTIFICATIONS ●​ Customer Service & Support Specialist – Vsavvy Academy​ ●​ Effective Communication & Problem Solving – Vsavvy Academy​ ●​ CRM Tools & Ticketing Systems – Vsavvy Academy​ ●​ Conflict Resolution & Managing Difficult Customers – Vsavvy Academy​ ●​ Remote Time Management & Productivity – Vsavvy Academy​ TECHNICAL SKILLS ●​ CRM Platforms: Salesforce, Zendesk, Freshdesk, HubSpot​ ●​ Remote Tools: Trello, Slack, Zoom, Google Workspace​ ●​ Office Suite: Microsoft Excel, Word, Outlook​ ●​ Typing Speed: 60+ WPM | Accuracy: 98%​ AVAILABILITY & WORK STYLE ●​ Available for full-time remote roles (40 hrs/week), including weekends/holidays​ ●​ Fast-paced learner who thrives in remote-first, diverse, and inclusive work cultures​ ●​ Strong alignment with your mission to create meaningful connections and transform lives one task at a time​