![Nneka Ekelem](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/08/avatar_73110_1785968294.jpg) Nneka Ekelem # Customer Service and Customer Support Specialist Open to offers · Member since 29 Jul 2026 [Message](https://jobicy.com/enter4715.php.md) ShareLocationAbuja, NigeriaDesired salaryUnspecifiedWork preferenceRemote OnlyExperience levelMid * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am a Customer Service and Customer Support professional with three years of experience in retail support and outbound insurance sales. I deliver responsive assistance across phone, email, and chat while maintaining a strong focus on customer satisfaction, retention, and accurate issue resolution. I have experience managing high-volume customer interactions, including 150–250 outbound calls per day and more than 100 documented customer interactions per week. I am comfortable resolving product inquiries, purchases, returns, exchanges, complaints, and account-related requests. I use CRM platforms including Genesys, Convoso, and HubSpot to manage customer records, document interactions, qualify leads, and support end-to-end customer journeys. My work includes appointment setting, lead conversion, objection handling, and collaboration with sales and underwriting teams. I am known for active listening, empathy, persuasive communication, conflict resolution, and dependable KPI performance. I consistently aim to resolve issues on first contact and create positive experiences that encourage repeat business. I am prepared for fully remote work with a reliable 50 Mbps internet connection, backup router, HP laptop, webcam, headset, stable power, and a quiet home workspace. I am available to work across all time zones from Monday through Friday. ## Skills 23 capabilities[Active Listening](https://jobicy.com/talent/active-listening.md)[Appointment Setting](https://jobicy.com/talent/appointment-setting.md)[Chat Support](https://jobicy.com/talent/chat-support.md)[Conflict Resolution](https://jobicy.com/talent/conflict-resolution.md)[Cross Functional Collaboration](https://jobicy.com/talent/cross-functional-collaboration.md)[Customer Relationship Management](https://jobicy.com/talent/customer-relationship-management.md)[Customer Retention](https://jobicy.com/talent/customer-retention.md)[Customer Satisfaction](https://jobicy.com/talent/customer-satisfaction.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Data Entry](https://jobicy.com/talent/data-entry.md)[Documentation](https://jobicy.com/talent/documentation.md)[Email Support](https://jobicy.com/talent/email-support.md)[Empathy](https://jobicy.com/talent/empathy.md)[Lead Generation](https://jobicy.com/talent/lead-generation.md)[Lead Qualification](https://jobicy.com/talent/lead-qualification.md)[Multitasking](https://jobicy.com/talent/multitasking.md)[Objection Handling](https://jobicy.com/talent/objection-handling.md)[Outbound Sales](https://jobicy.com/talent/outbound-sales.md)[Phone Support](https://jobicy.com/talent/phone-support.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Sales Support](https://jobicy.com/talent/sales-support.md)[Time Management](https://jobicy.com/talent/time-management.md) ## Experience Career history ### Customer Service Representative · DCS Communication Center Jul 2024 – Jan 2026Provided remote customer support through phone, chat, and email, handling an average of 80–100 customer contacts each week. Resolved product inquiries, purchases, returns, and exchanges while maintaining customer satisfaction above 95%. Managed customer accounts end-to-end, updated order information, and documented more than 100 interactions weekly using CRM and retail management systems. Resolved escalated complaints, recommended relevant products and promotions, and maintained current knowledge of pricing, policies, and products to support accurate first-contact resolution. ### Customer Support Agent · Insurance Supermarket Feb 2023 – Mar 2024Conducted 150–250 outbound calls daily to introduce prospective customers to auto, home, life, and health insurance products. Qualified leads by assessing customer needs, collecting key information, and scheduling appointments for licensed insurance advisors. Handled objections professionally, built rapport with prospects, and supported stronger lead conversion through persuasive communication. Consistently exceeded daily, weekly, and monthly KPIs for call volume, lead generation, appointment setting, and conversion while collaborating with sales and underwriting teams. ## Education Learning history ### University of Nigeria, Nsukka 2011B.Sc., Management Bachelor of Science in Management. This professional hasn’t added portfolio projects yet. 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