Live Chat &
Customer Support
Professional support across live chat and customer messaging channels with clear and helpful communication.
CUSTOMER SUPPORT ● LIVE CHAT ● REMOTE
Clear support.
Better customer experiences.
I help businesses deliver clear, reliable and professional customer support across live chat, email, Telegram, CRM systems and ticketing platforms.
50—100Customer conversations
handled daily
handled daily
500—1KCustomer interactions
managed weekly
managed weekly
2+ YearsCustomer support
experience
experience
SCROLL TO EXPLORE ↓
01 / ABOUT ME
Support is not just
about answering.
It is about solving.
I am Etiowo Mark Mbi, a Customer Support Specialist and Live Chat Agent with over 2 years of experience in customer service and technical support.
I manage customer inquiries across multiple channels while keeping communication clear, organized and professional. My experience includes live chat, email, Telegram, Kommo CRM, Freshdesk ticket management, customer follow up and e-commerce support.
E. Mark Mbi
LIVE CHAT ✦ EMAIL ✦ TELEGRAM ✦ KOMMO CRM ✦ FRESHDESK ✦ E-COMMERCE ✦ LIVE CHAT ✦ EMAIL ✦
02 / WHAT I DO
Built for the
customer journey.
From the first question to the final resolution, I help make the customer experience clear and organized.
Live Chat &
Email & Ticket
Management
Managing email inquiries and support tickets, investigating concerns and following cases through to resolution.
CRM & Support
Tools
Managing customer conversations and support workflows using Kommo CRM, Freshdesk and other support platforms.
E-commerce
Support
Supporting customers with order inquiries, deliveries, wrong items, returns, replacements and follow ups.
03 / MY WORKFLOW
Simple process.
Better outcomes.
01
Understand
I identify what the customer needs and gather the right information.
02
Investigate
I review the issue, previous conversations and relevant details.
03
Resolve
I provide practical, clear steps or the correct information.
04
Follow up
I track unresolved cases and escalate complex issues when needed.
04 / EXPERIENCE
FOREXALGO
Customer Support
Lead Team.
I lead and support customer service operations, handle escalated inquiries, assist with account and technical issues, and help maintain clear and effective customer communication.
FOREXALGO
Head of Customer
Retention.
I maintain strong relationships with existing clients, handle customer concerns, provide account and product support, and manage follow ups to improve customer engagement and retention.
ASOS / NET-A-PORTER
E-commerce Customer
Support.
I support e-commerce customers with order inquiries, deliveries, damaged products, wrong items, returns, replacements, refunds and account related questions. I investigate issues, document cases, follow up and keep customers informed through the resolution process.
MADRID FOOD & VIBES
Sales
Attendant.
I assist customers with orders, process payments, handle sales, support stock management, and maintain a helpful customer experience in a fast paced environment.
DAILY CAPACITY50—100
Customer conversations handled across multiple support channels.
WEEKLY VOLUME500—1K
Customer interactions managed in a high volume environment.
05 / CASE STUDIES
How I think
through support.
These examples demonstrate my general support approach. No real customer information is used.
CUSTOMER ONBOARDING
Turning confusion into a clear next step.
A new customer does not understand what to do after registration. I identify their stage, explain the process simply and guide them to the next action.
TECHNICAL SUPPORT
Finding the right information before the solution.
I gather the relevant details, understand what has already been tried and provide practical troubleshooting or clear escalation.
COMPLEX QUESTIONS
Making difficult information easy to understand.
I break complex processes into simple steps and focus on the customer's main question and immediate next action.
HIGH VOLUME SUPPORT
Staying organized when many customers need help.
I prioritize conversations, manage multiple requests, track unresolved issues and maintain communication quality.
06 / SUPPORT WORK
Real support.
Clear solutions.
A selection of support conversations and workflows across email, CRM, ticketing and messaging platforms. Personal customer details are not the focus of these examples.
07 / TOOLS
Ready to work
with your stack.
Kommo CRMFreshdeskWhatsApp BusinessGmailTelegramChatGPTGoogle GeminiClaudeLive Chat PlatformsPhone Support
08 / CERTIFICATION
2023
Customer Relationship
OLLIC ICT ACADEMY
Customer Relationship
Management.
Completed comprehensive training focused on customer loyalty, retention strategies, effective client communication, lead nurturing, customer segmentation and relationship building.
CERTIFICATION ID
OLLIC/CRM/2023/0529
OLLIC/CRM/2023/0529
09 / PRINCIPLES
01
Clarity
Customers should not have to guess what to do next.
02
Ownership
Understand the issue and help move it toward resolution.
03
Organization
Conversations and follow ups should never be forgotten.
AVAILABLE FOR CUSTOMER SUPPORT & REMOTE OPPORTUNITIES