Open To Work
Itoro Umoh
Oyigbo,Port Harcourt, Nigeria
Summary
Results-driven Customer Support Representative with over 5 years of remote experience delivering high-quality customer service across multiple channels. Proven track record of resolving customer issues efficiently, maintaining high satisfaction ratings, and meeting performance targets. Strong background in Mathematics, Computer Science, and Data Processing, with excellent communication and technical problem-solving skills.
Overview
3
3
years of professional experience
8
8
years of post-secondary education
Work History
Customer Support Representative (Remote)
Freelance / Contract Roles
01.2023 - Current
- Handled an average of 60–100 customer interactions daily across email, chat, and phone
- Maintained a customer satisfaction score above 90%
- Resolved 85–95% of customer issues on first contact
- Achieved response times under 5 minutes (chat) and under 2 hours (email)
- Maintained 100% accuracy in CRM logging and documentation
- Reduced escalation rates by approximately 20%
- Consistently met and exceeded KPIs and service-level agreements
- Exceeded monthly performance targets by up to 15–20% consistently
- Contributed to a 10–15% increase in overall customer satisfaction scores
- Maintained a 95%+ positive customer feedback rating over multiple review cycles
- Improved response efficiency, reducing average handling time by approximately 20%
- Successfully managed high-volume periods without decline in service quality
Education
Bachelor of Science - Mathematics and Computer science
Enugu State University of Science And Technology
Enugu , Nigeria 03.2010 - 08.2013
National Certificate in Education - Integrated Science And Computer Science
College of Education
Afaha Nsit, Nigeria 04.2004 - 04.2007
Diploma - Electronic Data Processing
University of Lagos Computer Agency
01.2002 - 04.2003
Skills
- Customer Experience Management
- Complaint Resolution & Escalation Handling
- Email Support
- Live Chat Support
- Phone Support
- Helpdesk Tools
- Technical Troubleshooting
- Data Entry
- Record Management
- Multitasking
- Time Management
- Microsoft Office Suite
- Data Processing Tools
- Basic Technical Support
- Internet Systems
- Communication Systems
Accomplishments
- Exceeded monthly performance targets by up to 15–20% consistently
- Contributed to a 10–15% increase in overall customer satisfaction scores
- Maintained a 95%+ positive customer feedback rating over multiple review cycles
- Improved response efficiency, reducing average handling time by approximately 20%
- Successfully managed high-volume periods without decline in service quality
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeContract WorkLocation Preference
RemoteSalary Range
$20/hr - $1000/hrTimeline
Customer Support Representative (Remote)
Freelance / Contract Roles
01.2023 - Current
Bachelor of Science - Mathematics and Computer science
Enugu State University of Science And Technology
03.2010 - 08.2013
National Certificate in Education - Integrated Science And Computer Science
College of Education
04.2004 - 04.2007
Diploma - Electronic Data Processing
University of Lagos Computer Agency
01.2002 - 04.2003