Nwechah Vanila Lum

Customer Support & Customer Success Specialist with 5+ years of experience helping companies deliver fast, reliable, and high-quality customer experiences across Solar energy, health insurance, health care and tech environments. I specialize in managing high-volume support, resolving complex issues, and my achievements are Reducing ticket resolution time (TST) by 30%",Improving CSAT (customer satisfaction score) from 82% to 91%,Retaining 65% of customers requesting cancellation", Reducing repeat contacts by 40%, Increased First contact resolution by 95%. What sets me apart is my ability to go beyond support, I identify patterns, reduce recurring issues, and optimize workflows to improve efficiency and customer retention. I’ve also supported onboarding and escalation processes, ensuring customers get value quickly and stay engaged. I’m fully remote-ready with a reliable setup, strong written and verbal communication skills, and experience working across time zones and multiple tools. I’m currently seeking remote Customer Support, Technical Support, or Customer Success roles where I can contribute to scalable, customer-focused operations and continue growing into more ownership-driven roles