Glory Onu

I've spent the last three years figuring out how to keep customers happy even when the queue doesn't stop across banking, e-commerce, and wellness. Right now I handle 80+ inquiries and 100+ calls a day and still keep CSAT above 90%, because I've learned that good support isn't about speed alone, it's about not making the same mistake twice. I rebuilt our escalation handoffs so cases stopped bouncing back, which cut resolution time by 30%, and I've pushed retention up 15-20% just by following up before customers have to. I'm comfortable working async, across time zones, with a distributed team. I've been doing exactly that at my current role. Tools I use daily: Zendesk, Freshdesk, HubSpot CRM, Slack. Looking for a full-time remote support role at a company that actually listens to its customer support team, not just uses it as a ticket-closing machine.