Amaka E.

You Just found the Perfect Specialist for your business. I’m a Customer Support Specialist with 10+ years of experience helping businesses improve customer satisfaction, increase retention, and streamline support operations. I combine strong communication skills with CRM expertise to deliver fast, efficient, and empathetic support that keeps customers coming back. 📊 Results I’ve Delivered: ✅ Interfaced with over 120,000 customers, resolving their complaints according to the organization’s service level agreement resulting in consistent 5 star rating. ✅ Reduced customer complaints by 90% through improved response systems and conflict resolution strategies ✅ 95% customer satisfaction and Customer acquisition ✅ Improved first-response time by 60% across email and live chat support ✅ Helped generate 30% more qualified sales leads through proactive customer engagement ✅ Increased repeat customer rate by 15% through better follow-up and relationship management ✅ Maintained 98% ticket resolution rate across high-volume support channels I specialize in turning difficult customer interactions into positive brand experiences, ensuring customers feel heard, valued, and supported. 🔹 Core Expertise • Customer Support via DMs, Chat & Email: I handle customer inquiries through Instagram, Facebook, WhatsApp Business, live chat, and email, ensuring fast, clear, and friendly responses. • Zendesk Ticket & Live Chat Management: I manage Zendesk tickets and live chat, following workflows, tagging issues correctly, and documenting cases properly. • Facebook Marketplace Posting & Ad Response: I create and publish product listings on Facebook Marketplace, respond to inquiries from ads, and follow up with interested buyers. • E-commerce Support (Shopify): I assist customers with order status, shipping, refunds, product availability, and basic Shopify related questions. • Social Media Moderation & Comment Management: I manage social media comments by hiding or removing negative content and responding to followers professionally • PayPal Disputes, Refunds & Customer Communication: I assist businesses with PayPal dispute management, refunds, and customer communication, ensuring cases are handled clearly, professionally, and on time. 🔧 Tools & Platforms CRM & Marketing: | Zendesk | ActiveCampaign | ConvertKit | Monday com | SurveyMonkey Productivity: Google Workspace | Microsoft Office | Gmail | Google Calendar I’m passionate about helping businesses deliver exceptional customer experiences while improving efficiency and profitability. Reach out to me here on Upwork let’s map out actionable strategies that can improve customer satisfaction and business growth. Best Regards, Amaka