Opurum Chinwenwa

Customer Support Rep | Zendesk + Freshdesk Expert | 4.8/5 CSAT | Nigeria GMT+1 | US Hours About Me : I’m a Nigeria-based Customer Support Representative based in Lagos, Nigeria GMT+1 [WAT] with 2+ years helping e-commerce + fintech brands turn frustrated customers into loyal ones — 100% remote. I’ve handled 5000+ chats/emails on Zendesk, Freshdesk, . My thing? Speed without typos. I average <2 min first response, 70 WPM, 98.7% accuracy, and 4.8/5 CSAT. I’m comfortable with money-sensitive tickets: “Where’s my refund?”, “Card declined”, “Platform won’t load”, KYC/account issues. I’m calm under pressure, upsell without being pushy, and document everything in CRM so nothing drops. My Coverage = Your US Hours: Lagos GMT+1 → Available 2PM-12AM WAT = 9PM-7PM EST / 3PM-1AM CET. Perfect for US/EU clients without night shift. Remote Setup: 5G internet + UPS. Noise-cancelled headset. No power/internet excuses. Looking for a long-term team where I can own chat + email, hit SLA targets, and help increase retention. Skills Zendesk, Freshdesk, Intercom, CRM, Email Support, Live Chat, Phone Support, Ticketing, CSAT, KYC Support, Troubleshooting, 70 WPM, Nigeria GMT+1, US Hours Coverage, Data Privacy. Experience Highlights: Customer Support Representative | Remote | Lagos, Nigeria GMT+1 | 2023 - Present 1. Resolved 80+ tickets/day via chat + email for 2 brands on Zendesk + Freshdesk. Kept CSAT at 4.8/5. 2. Turned 15% of complaints into repeat buyers by adding value + product education = upselling. 3. Maintained <2 min first response time during Black Friday peak: 80+ tickets/day. 4. Handled account, payment, and technical troubleshooting with zero data errors. Tools I Use Daily: Zendesk, Freshdesk, Google Workspace, and others. Why Hire Me: 1. Time Zone Advantage: GMT+1 = I cover your 9AM-7PM EST shift while you sleep. 2. Reliable: Stable internet + backup power. I show up for US hours. 3. Accurate: I double-check every account number, refund, and order. No money mistakes. 4. Fast Learner: New CRM in 2 hours. I read SOPs once and execute. I'm Open to paid trial. Let's get to work.

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