Delivering exceptional customer experiences, driving retention, and supporting sales growth for international businesses. Available for remote and global opportunities.
I am a dedicated and results-driven Customer Support Specialist and Virtual Assistant based in Nigeria, with a passion for delivering world-class service to international clients. I thrive in fast-paced, remote-first environments and bring a unique combination of empathy, efficiency, and technical proficiency to every interaction.
With a strong background in customer support, sales support, and administrative assistance, I focus on helping businesses create smooth, reliable, and positive customer experiences. I am known for being calm under pressure, highly organized, and attentive to detail, with the ability to manage multiple priorities while still maintaining a personal and professional approach. I value clear communication, accountability, and consistency, and I take pride in making sure every client or customer feels heard, respected, and supported.
My work philosophy is built around service, responsibility, and continuous improvement. I believe excellent support is not just about responding quickly, but about understanding the real need behind each request and providing thoughtful solutions that build trust and long-term relationships. I am motivated by the opportunity to solve problems, improve processes, and contribute to a team’s success in meaningful ways. Whether I am handling inquiries, managing schedules, supporting sales activities, or assisting with day-to-day operations, I aim to add value through professionalism, reliability, and a strong sense of ownership.
What sets me apart is my ability to combine empathy with efficiency. I communicate warmly and clearly, adapt quickly to new tools and workflows, and stay committed to delivering high-quality work that supports both business goals and customer satisfaction. I am looking for opportunities where I can bring my skills, grow with a forward-thinking team, and contribute to a company that values excellent service, collaboration, and results.
Lagos, Nigeria — Available for Remote Work Worldwide
Flexible Hours · Immediate Start · Multiple Time Zones
Customer Support · Sales Support · Virtual Assistance
A comprehensive skill set built for modern customer-facing and virtual assistant roles across international markets.
Email, live chat, and phone support with a focus on first-contact resolution and customer satisfaction.
Lead qualification, upselling, cross-selling, and conversion support to drive revenue growth.
Data entry, documentation, scheduling, and administrative support for seamless operations.
Escalation handling, complaint resolution, and adherence to service level agreements.
Core competencies that ensure every customer interaction is handled with professionalism, empathy, and efficiency.
Fully understanding customer needs before responding.
Turning difficult situations into positive outcomes.
Creating long-term trust and loyalty with clients.
Identifying root causes and delivering lasting solutions.
Strong communication is the foundation of exceptional customer support. I bring clarity, confidence, and cultural awareness to every interaction.
Clear, professional, and grammatically precise emails, chat responses, and documentation tailored to diverse audiences.
Confident and articulate phone and video call interactions with strong active listening and tone management.
Efficiently prioritizing tasks, managing multiple support queues, and meeting SLAs without compromising quality.
Seamlessly working with cross-functional teams, sharing insights, and contributing to a culture of continuous improvement.
Proficient in industry-leading platforms used by top remote teams and customer support departments worldwide.
Ticket management, multi-channel support, automation workflows, and performance reporting.
Contact management, pipeline tracking, lead qualification, and customer lifecycle management.
Gmail, Docs, Sheets, Calendar, and Drive for seamless remote collaboration and documentation.
Task management, team communication, project tracking, and workflow coordination in real time.
Customer messaging, broadcast lists, and visual content creation for professional brand communication.
Managing high-volume customer interactions while driving sales support and operational efficiency in a fast-growing digital services company.
Handling a high volume of customer inquiries across email, live chat, and messaging platforms with consistent quality and timely responses.
Implemented structured ticketing and prioritization workflows that significantly reduced average first-response times.
Consistently maintained high satisfaction scores through empathetic communication and effective problem resolution.
Supported the sales team by qualifying leads, following up with prospects, and contributing to increased conversion rates.
Proactively identified recurring issues and escalated systemic problems, resulting in a measurable reduction in customer complaints.
Measurable results that demonstrate consistent performance, initiative, and value delivered to the business.
Managed across multiple channels with consistent quality
Consistently maintained through empathetic, solution-focused support
Improvement in average first-response time through workflow optimization
Decrease in escalated complaints through proactive issue resolution
Key performance indicators tracked across support channels, reflecting a commitment to data-driven excellence.
Customer Satisfaction (CSAT) and First-Contact Resolution (FCR) rates show steady upward trends, surpassing the 90% target by Q2 2024 — a direct result of improved processes, active listening, and structured escalation protocols.
Demonstrated success managing 200+ daily inquiries with measurable improvements in satisfaction, response time, and complaint reduction at Skill2Scale Digital.
Experienced in remote-first workflows, flexible across time zones, and proficient in the tools global teams rely on — Zendesk, HubSpot, Slack, and Google Workspace.
Able to quickly master new platforms, adapt to evolving processes, and independently resolve complex customer issues with minimal supervision.
Every interaction is guided by empathy, professionalism, and a genuine commitment to turning customers into loyal advocates.
"Malachi consistently went above and beyond to ensure our customers felt heard and valued. His proactive approach and communication skills made a real difference to our team." — Manager, Skill2Scale Digital
Ready to bring exceptional customer support and virtual assistance to your team. Reach out through any of the channels below.
Malachi Ebunlomo · Customer Support Specialist & Virtual Assistant · Lagos, Nigeria · Available for Remote Work Worldwide
Malachi Ebunlomo