Rukayat Janet Akintilebo

RUKAYAT JANET AKINTILEBO Lagos, Nigeria | linkedin.com/in/rukayatakintilebo PROFESSIONAL SUMMARY Results-driven Ecommerce Customer Support & Virtual Assistant with 5 years of remote experience in Shopify store support. Skilled in customer service, email handling and management, live chat support, ticket management, order management, and complaint resolution. Experienced in handling 30+ daily customer inquiries via chat, email, and support platforms while maintaining professional communication etiquette and enhancing customer satisfaction. Proficient in Shopify, Gorgias, Zendesk, Freshdesk, Microsoft Office, and CRM tools. Passionate about delivering fast, accurate, and personalized customer experiences that improve conversions, retention, and customer lifetime value. CORE SKILLS ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ E-Commerce Customer Support Upselling & Cross-Selling Order Management & Tracking Live Chat, Email Support Shopify Zendesk / Gorgias Conflict Resolution Brand Voice Communication Remote Work Collaboration PROFESSIONAL EXPERIENCE E-Commerce Customer Support Specialist - Janeiva Fashion Remote | June 2023 – Feb 2026 ●​ Managed 30–50 email inquiries daily, maintaining an average response time under 24 hours. ●​ Resolved 80%+ of customer inquiries on first response without escalation. ●​ Assisted customers with order tracking, service clarifications, and issue resolution. ●​ Maintained accurate documentation of 100% of customer interactions in internal systems. ●​ Improved workflow efficiency by organizing communication templates, reducing response drafting time by 20%. ●​ Contributed to maintaining high client satisfaction through clear and professional written communication. Customer Service Representative – Rosemary Cosmetics & Beauty Stores July 2021 – Nov 2023 ●​ Handled 20–60 customer inquiries weekly via chat and social messaging platforms. ●​ Processed and confirmed 100+ customer orders monthly, ensuring accurate fulfillment and timely updates. ●​ Increased repeat purchase rate by approximately 25% through personalized follow-ups and product recommendations. ●​ Reduced customer complaints by proactively clarifying product details and delivery timelines. ●​ Successfully resolved order issues, exchanges, and delivery concerns while maintaining positive customer relationships. ●​ Encouraged bundle purchases and add-ons during customer conversations, contributing to increased average order value. EDUCATION BSc, Computer Science Ekiti State University, Ado-Ekiti, Nigeria | 2015 – 2019 TECHNICAL SKILLS ●​ Shopify ●​ Zendesk ●​ ●​ ●​ ●​ ●​ ●​ Gorgias Freshdesk CRM Systems Google Workspace Slack Microsoft Office CERTIFICATIONS ●​ Gorgias Certified Admin - Gorgias ●​ Gorgias Certified Agent - Gorgias ●​ Zendesk Agent Practitioner - Zendesk ●​ Customer Engagement: Problem Solving and Process Controls – SkillsBuild IBM ●​ Customer Engagement: Communication and Personality Dynamics – SkillsBuild IBM ADDITIONAL INFORMATION ●​ ●​ ●​ ●​ 100% Remote Work Experience Strong Internet Connection (15+ Mbps) Quiet, Professional Home Workspace Available for Full-Time Remote Work