ELIZABETH ROBINSON
Customer Experience Specialist
Abia
Summary
Customer Experience Specialist with 2+ years delivering unreasonably fast, accurate, and empathetic support to professionals via chat, voice, and email using Zendesk and Salesforce, with ownership and uncomfortably high standards. Independently drive resolutions for shift, payment, and platform-related issues in fast-paced, cross-functional environments with sound judgement under pressure and Google Workspace (Docs, Sheets, Gmail), achieving 95% first-contact resolution, 90% CSAT, and
Overview
2
2
years of professional experience
2
2
Certifications
Work History
Customer Experience Specialist
Michelle’s Stores
12.2023 - Current
- Deliver unreasonably fast, accurate, and empathetic support via high-volume chat, voice, phone, and email to professionals facing shift, payment, and access issues, evaluating root causes from past tickets and documentations for real-time resolutions with ownership, boosting CSAT to 90% and a
- Navigate Zendesk, Salesforce, and Google Workspace to investigate cases, update form fields, log clear internal notes, and maintain accurate documentation for 500+ accounts, double-checking entries to cut errors by 25% while upholding uncomfortably high standards.
- Personalize communication using macros, proofread carefully before sending, and address professionals by name with clear next steps and reassurance across 150+ weekly correspondences, while monitoring trends to flag recurring platform gaps and update 10 knowledge bases/FAQs for enhanced worker experience.
- Exercise sound judgement troubleshooting independently (95% resolution), adapting workflows, escalating only 5% of cases to cross-functional teams, and reducing resolution time by 20% without direction in high-pressure settings.
- Support onboarding by guiding 15+ new professionals through platform workflows, building quick confidence, and lifting team productivity by 25% via collaborative training in a fast-paced operation.
Education
B.Sc. - Mass Communication
Alex Ekwueme Federal University
Ebonyi, Nigeria01.2024
Skills
Core Support: Unreasonably fast, accurate, empathetic support to healthcare professionals; proactive problem-solver, sound judgement under pressure, personalized communication, monitor trends/process gaps, supporting onboarding, independent resolution
Certification
ALX VA Programme
ALX Africa + Mastercard Foundation
November 2024
Timeline
Customer Experience Specialist
Michelle’s Stores
12.2023 - Current
B.Sc. - Mass Communication
Alex Ekwueme Federal University