Rosemary Nwokolo

ROSEMARY NWOKOLO Remote Customer Support Specialist | CRM & Operations Abuja, Nigeria • LinkedIn PROFESSIONAL PROFILE Remote-based Customer Support Specialist with 6+ years of experience across e-commerce, travel-tech, real estate, and immigration consultancy. Proven track record managing high-volume, multi-channel support (email, live chat, phone) while maintaining sub-30-minute first-response times and 95%+ satisfaction scores. Known for turning complex client inquiries into confident booking decisions, and for building support workflows that reduce ticket volume and improve team efficiency. Currently supporting international customers at AdventureTripr across 5+ global regions. CORE SKILLS CRM & Tools: HubSpot · Zendesk · Freshdesk · Zoho · Intercom · ClickUp · Trello · Slack · Google Workspace · Calendly Support Skills: Multi-channel support · SLA compliance · Ticket & case management · Escalation handling · Onboarding · FAQ development Sales-Adjacent: Upselling & cross-selling · Lead generation · Client retention · Sales support · Contract support · Prospect research Operations: Workflow optimisation · Data entry · Supplier coordination · Process documentation · Cross-functional collaboration PROFESSIONAL EXPERIENCE Operations & Customer Support Assistant | AdventureTripr — Seattle, USA (Remote) | Nov 2025 – Present ▪​ Manage customer inquiries across 5+ global regions, providing pre-sales support and converting complex questions into confirmed bookings. ▪​ Reduced booking errors by 30% through direct product inventory management and listing accuracy improvements across multiple marketplaces. ▪​ Improved tour content discoverability by 40% using digital asset platforms, directly boosting conversion performance. ▪​ Onboarded high-performing tour suppliers through structured vetting processes, improving service quality ratings by 25%. ▪​ Streamlined cross-team workflows between sales, product, and operations, contributing to measurable increases in client retention. Remote Customer Service Representative | Renaissance OBS — UAE (Remote) | Sep 2022 – Dec 2024 ▪​ Managed 80–100+ weekly client inquiries across email, live chat, and phone, maintaining an average first-response time under 30 minutes. ▪​ Maintained 95% customer satisfaction by combining structured priority tagging with personalised, solution-focused communication. ▪​ Maintained and updated client records in Freshdesk CRM with automated reminders and status tracking, accelerating case resolution. ▪​ Built FAQ guides and knowledge base resources by analysing recurring issues, reducing repetitive ticket volume and improving team efficiency. ▪​ Escalated complex cases with detailed documentation in Trello, ensuring clear timelines and consistent follow-through. Customer Support Specialist | Ciibex Group (Real Estate) | Feb 2019 – Aug 2022 ▪​ Handled 100+ weekly client interactions via email, phone, and chat, sustaining 98% satisfaction ratings across the portfolio. ▪​ Optimised HubSpot CRM pipeline by standardising data entry and monitoring updates, improving team visibility and follow-up efficiency. ▪​ Coordinated property viewings and automated reminders via Google Calendar, reducing no-shows and scheduling conflicts. ▪​ Reviewed listing documentation and contract summaries for compliance, contributing to a 30% increase in deal closure rates. KEY ACHIEVEMENTS ▪​ 30% reduction in booking errors through direct inventory management and process standardisation at AdventureTripr. ▪​ 95% customer satisfaction maintained across 80–100+ weekly inquiries with sub-30-minute first-response times. ▪​ 30% improvement in cross-functional efficiency through standardised case documentation and cross-departmental communication. ▪​ 25% boost in repeat business through personalised post-service follow-ups and effective escalation resolution. ▪​ 40% increase in product discoverability through content optimisation using digital asset platforms. EDUCATION Bachelor of Science, Mass Communication | Kogi State University, Nigeria | 2016 CERTIFICATIONS & TRAINING ▪​ ▪​ ▪​ ▪​ ▪​ ▪​ ▪​ ▪​ Onboarding, Customer Success & Account Management | Justina Training School | 2026 Project Management & Business Operations | HOPM | 2025 Tech Sales | Sparkle Sales Academy | 2024 Virtual Assistant Training | ALX Africa | 2024 Mastering CRM Tools for Customer Success | Udemy | 2024 The Art of Customer Empathy | Udemy | 2024 Customer Service Excellence Training | Udemy | 2023 On Demand IT Skills | Digital Witch IT Support Training | 2022 REFERENCES Available on request.