Customer Service Specialist

EUGENIA UTOO

Jabi, Abuja, Nigeria +*** 706-***-**** ️ *********@*****.***

Available for full-time remote work Flexible with time zones PROFESSIONAL SUMMARY

Proactive and empathetic Remote Customer Service Specialist with over 5 years of success delivering exceptional support across tech, real estate, and e-commerce industries. Skilled in resolving complex issues via chat, email, and phone while exceeding customer satisfaction KPIs. Known for creating calming customer experiences, streamlining support workflows, and collaborating cross-functionally to drive process improvements. Certified in top CRM platforms and passionate about building loyalty through human-first interactions even behind a screen. CORE SKILLS

Remote Customer Engagement

Conflict Resolution & Empathetic Communication

CRM Systems: Zendesk, Salesforce, Freshdesk, HubSpot

Multi-channel Support (Live Chat, Email, Phone)

Technical Troubleshooting & Ticket Escalation

Knowledge Base Management

Reporting & Data Analysis

Fast Learner & Self-Starter in Remote Environments

Cross-functional Team Collaboration

Time Management & KPI Excellence

PROFESSIONAL EXPERIENCE

Remote Customer Service Specialist

Maotech Global Services Remote Dec 2022 – Till Date

Delivered support to 30+ clients daily through chat, email, and phone, maintaining a 95% satisfaction rate.

Handled billing, technical, and product inquiries with empathy and efficiency.

Maintained accurate, detailed CRM logs and follow-ups in Zendesk and Salesforce.

Collaborated with tech and sales teams to resolve escalations swiftly.

Consistently exceeded KPIs in first-response time, resolution time, and customer feedback.

Customer Service Representative

Four Pillars Real Estate Group Remote Feb 2020 – Oct 2022

Managed multi-channel communications for property inquiries and issue resolutions.

Created FAQ content and updated the knowledge base, reducing repetitive queries.

Tracked patterns in customer complaints to recommend UX improvements.

Sustained service quality under high-volume periods with zero drop in satisfaction. Customer Service Associate

Frankin Global Enterprise Hybrid Mar 2018 – Jan 2020

Guided customers through returns, refunds, and order issues with patience and clarity.

Maintained clean and accurate CRM records across platforms.

Supported internal process documentation and onboarding materials. EDUCATION

Bachelor of Arts in English

Benue State University – Nigeria Graduated: Aug 2020 CERTIFICATIONS

Certified Customer Relationship Management Professional (CCMP) – SMEI (2020)

Problem Solving and Decision Making – Learners Point Academy (2022)

Business Development and Human Resource Capacity building – Emerging Africa Group (2023)

TECH STACK

CRM: Salesforce, Zendesk, Freshdesk, HubSpot

Communication: Slack, Zoom, Microsoft Teams

Help Desk: Jira, Zoho Desk

Productivity: Google Workspace, Microsoft Office ADDITIONAL INFO

Full-Time Availability Evening & Weekend Shifts Optional

Fluent in English

Thrives in fully remote, asynchronous, and collaborative environments HOBBIES/INTEREST

Photography

Blogging

Content Creation

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