Emerald Ogoh

Results-oriented Customer Support Specialist focused on e-commerce operations, managing high-volume customer cases across order issues, delivery delays, and billing concerns. Experienced in resolving issues end-to-end while preventing escalation and reducing repeat inquiries through clear, structured communication. Skilled in using Zendesk, Shopify, and CRM systems to manage customer interaction effectively

Customer Support Specialist at KMT Fashion, E-commerce (2025-09 – Present)

• Handled 100–120 daily customer support tickets in a high-volume e-commerce environment, covering orders, delivery issues, missing items, and payment disputes
• Investigated order records, shipment tracking, and payment data to identify root causes and resolve customer issues accurately
• Resolved customer cases end-to-end via chat and email, including coordination with customers, suppliers, and logistics partners
• Processed refunds, replacements, and reshipments based on case validation and company policy requirements
• Maintained CRM/ticketing system records by documenting case details, resolutions, and escalation outcomes for tracking and follow-up

Customer Support Specialist at Airtel Nigeria (2024-07 – 2025-03)

• Handled inbound customer calls related to SIM card issues, airtime problems, network/service disruptions, and general telecom inquiries in a high-volume call center environment
• Diagnosed and resolved customer issues by verifying account information, network status, and service eligibility using internal telecom systems
• Provided real-time support for SIM activation, line recovery, airtime balance discrepancies, and service access issues
• Escalated complex technical or network-related issues to relevant technical teams when resolution was not possible at first-level support
• Maintained accurate call documentation and case records in CRM/call logging systems for tracking, follow-up, and service continuity

Bachelor Art (BA) in Mass Communication – Lagos State University