Chinedum Emelda

Looking for a job

Customer Support Representative

Customer support specialist at Bay Ice who fixed Shopify inventory mismatches and rebuilt returns processes.

NigeriaCustomer Support Representative at Bay Ice

Experience

Customer Support Representative
Sole support rep handling remote and on-site queues, resolving 20 contacts daily across phone, email, and live chat. Traced oversell cancellations to a Shopify inventory gap, rebuilt the returns process, and delivered recurring complaint reports to the product team.
ZendeskHubSpotSalesforceJiraShopifyRoot CauseProcess documentationCustomer Service
Customer Support
Managed the cancellation-risk queue, retaining 60% of flagged accounts, and grew upsell revenue through tailored recommendations. Owned escalated tickets end-to-end, reducing resolution time from days to hours.
Customer RetentionUpsellingRoot Cause AnalysisEscalation ManagementDocumentation
Customer Support Associate
Provided remote support during US hours from Lagos, consistently meeting response targets. Ranked top 2% for customer satisfaction and cleaned duplicate records in Salesforce and HubSpot.
SalesforceHubSpotCustomer SatisfactionData CleaningRemote Support

Education

CISCO Networking Academy
Completed CISCO Networking Basics certification in April 2025.
Completed CISCO Networking Basics certification in April 2025.
CISCO Networking Academy
Completed CISCO Introduction to Cybersecurity certification in August 2024.
Completed CISCO Introduction to Cybersecurity certification in August 2024.
Google
Completed Google IT Support Fundamentals certification in February 2023.
Completed Google IT Support Fundamentals certification in February 2023.
ALX
Completed ALX Virtual Assistant Programme in October 2022.
Completed ALX Virtual Assistant Programme in October 2022.
University of Benin
BSc in Chemistry from the University of Benin, Benin City, Nigeria, from September 2016 to September 2021.
BSc in Chemistry from the University of Benin, Benin City, Nigeria, from September 2016 to September 2021.

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Experience

Customer Support Representative

Sole support rep handling remote and on-site queues, resolving 20 contacts daily across phone, email, and live chat. Traced oversell cancellations to a Shopify inventory gap, rebuilt the returns process, and delivered recurring complaint reports to the product team.

ZendeskHubSpotSalesforceJiraShopifyRoot CauseProcess documentationCustomer Service

Customer Support

Managed the cancellation-risk queue, retaining 60% of flagged accounts, and grew upsell revenue through tailored recommendations. Owned escalated tickets end-to-end, reducing resolution time from days to hours.

Customer RetentionUpsellingRoot Cause AnalysisEscalation ManagementDocumentation

Customer Support Associate

Provided remote support during US hours from Lagos, consistently meeting response targets. Ranked top 2% for customer satisfaction and cleaned duplicate records in Salesforce and HubSpot.

SalesforceHubSpotCustomer SatisfactionData CleaningRemote Support

Education

CISCO Networking Academy

Completed CISCO Networking Basics certification in April 2025.

CISCO Networking Academy

Completed CISCO Introduction to Cybersecurity certification in August 2024.

Google

Completed Google IT Support Fundamentals certification in February 2023.

ALX

Completed ALX Virtual Assistant Programme in October 2022.

University of Benin

BSc in Chemistry from the University of Benin, Benin City, Nigeria, from September 2016 to September 2021.