Vivian Etoh

VIVIAN UGOCHI ETOh Customer Support Representative. Nigeria. LinkedIn: VivianEtoh View My Portfolio PROFESSIONAL SUMMARY Empathetic, detail-oriented, and tech-savvy Customer Support Representative with 3+ years of experience delivering high-quality service across diverse industries. Known for resolving customer issues quickly, raising CSAT from 60% to 80%, and achieving 80%+ first contact resolution. Confident using tools like Zendesk, Freshdesk, Help Scout, and Zoho CRM. Adept at turning customer feedback into improvements that boost satisfaction, retention, and reduce ticket volume. Strong communication, problem-solving, and team collaboration skills. CORE SKILLS & TOOLS Hard Skills & Tools ●​ Ticketing Systems: Zendesk, Freshdesk, Help Scout ●​ CRM Platforms: HubSpot, Zoho CRM, Salesforce ●​ Collaboration: Google Workspace, Trello, Slack ●​ Documentation: Knowledge Base, Help Center, FAQs ●​ Metrics: CSAT, FCR, AHT, Response Time Industry Knowledge & Responsibilities ●​ Customer Support & Retention ●​ Troubleshooting & Technical Guidance ●​ Escalation Handling & Root Cause Analysis ●​ Process Optimization & Feedback Loop ●​ Multi-channel Support: Chat, Email, Phone ●​ Support for B2B/B2C Environments Soft Skills ●​ Empathy & Active Listening ●​ Attention to Detail ●​ Conflict De-escalation ●​ Clear & Professional Communication ●​ Time Management & Multitasking ●​ Customer Education & Upselling ●​ Adaptability in Fast-paced Environments PROFESSIONAL EXPERIENCE Customer Support Agent Glow Haven – Remote | Jan 2025 – May 2025 ●​ ●​ ●​ Handled 60+ daily inquiries via chat and email for a Shopify-based skincare brand. Boosted CSAT from 50% to 73% through empathetic and timely communication. Reduced "Where is my order?" tickets by 40% by implementing proactive order status updates. ●​ Suggested personalized product bundles, increasing customer retention and LTV. Customer Support Associate (Live Class Support) Digital Witch (Remote) | Oct 2024 – July 2025 ●​ Supported learners during live Zoom classes by troubleshooting access issues and answering real-time questions in the chat ●​ Guided students through activities, resolved video/audio glitches, and ensured smooth participation ●​ Shared class recordings, responded to follow-up inquiries, and collected learner feedback ●​ Flagged recurring technical and engagement challenges, helping improve class flow across multiple cohorts Customer Support Representative Deluxe Lead – Remote | Aug 2024 – Dec 2024 ●​ Supported users running B2B LinkedIn lead generation campaigns. ●​ Logged recurring issues, improving the Help Center and cutting ticket repeats. ●​ Collaborated with sales and tech teams to resolve high-priority client issues. Customer Support Representative Mega Bliss Pharmacy – On-site | Mar 2022 – Jun 2024 ●​ Delivered in-person support and educated users on OTC products, improving CSAT by 20%. ●​ Digitized records using Google Workspace, reducing wait time by 15%. ●​ Onboarded and trained 2 new hires on POS systems and customer empathy best practices. Customer Support Representative Easy Life Supermarket – On-site | Feb 2020 – Jan 2022 ●​ Managed 100+ daily customer interactions, improving satisfaction by 30%. ●​ Worked with the stock team to implement better signage, reducing basic inquiries by 25%. ●​ Helped reduce in-store complaints by 40% through friendly, proactive engagement. EDUCATION & CERTIFICATIONS ●​ National Diploma — Delta State Polytechnic, Ogwashi-Uku ●​ Google IT Support Fundamentals – Coursera ●​ Zendesk Ticket Management Training – Zendesk ●​ IT Support & Customer Service Training – Digital Witch References available upon request.