Akani Chioma

AKANI CHIOMA Tel: (- | Email:-| Rivers State, Nigeria CAREER HIGHLIGHT Three years of experience providing excellent service and technical support have made this clientfocused and seasoned customer support specialist an asset. knowledgeable about how to use CRM tools to streamline processes, quickly resolve client issues, and raise satisfaction levels. competent to manage a large number of queries, solve challenging problems, and cultivate enduring connections with customers. In a fast-paced company, I hope to use my experience in operational support, problem-solving, and customer service. CORE SKILLS AND COMPETENCIES ❖ Customer Service and Support ❖ Email and Chat Support ❖ Technical Troubleshooting ❖ Escalation Management ❖ Perfomance Reporting and Analysis ❖ Communication and Negottiation ❖ Multitasking and Time Management ❖ CRM Ticketing (Hubspot, Zendesk, ❖ ❖ ❖ ❖ ❖ Freshdesk, Intercom) Customer Relationship Strategies Data Entry and Documentation Appointment Setting Google Workspace Ticketing/Conflict Resolution PROFESSIONAL EXPERIENCE Customer Support Specialist (Volunteering) WECO Company Limited, Rivers, Port Harcourt Jan 2018-Dec 2024 ❖ Handled an average of over fifty daily queries while providing excellent customer service via phone, live chat, and email. ❖ Effectively tracked, managed, and resolved client issues via Zendesk and Freshdesk. ❖ Identified and fixed technical problems for users, including detailed instructions and solutions. ❖ By introducing automated ticketing systems and knowledge base enhancements, we helped cut response times by thirty percent. ❖ To ensure client satisfaction, I worked with internal teams to escalate and resolve complex issues. ❖ Followed up on consumer issues to improve loyalty and retention. Customer Support Representative Solar Global Limited, Nigeria May 2015-Oct 2018 ❖ In order to provide professional and empathetic customer service, I handled complaints, ❖ ❖ ❖ ❖ questions, and account-related difficulties. HubSpot and Intercom were used to manage and update customer profiles, guaranteeing accurate data for smooth service. Provided detailed instructions and assistance to new clients during the onboarding process. A 15% decrease in recurring questions was achieved by creating and maintaining an internal knowledge base. Worked together with the quality assurance team to enhance customer feedback-driven service efficiency EDUCATION Ignatius Ajuru University of Education, Nigeria Master of Art (BA) in French - Imo State University, Nigeria Bachelor of Art (BA) in French - CERTIFICATIONS ❖ Customer Service: Problem-solving and Troubleshooting(LinkedIn) ❖ Customer Service Foundation (LinkedIn) ❖ In-Demand IT Skills (Digital Witch Technical Support Community) ❖ Customer Success Strategy Management (CustomerSuccessU.org) ❖ Customer Success Advanced Concept (CustomerSuccessU.org) ❖ Customer Service Foundations (LinkedIn) ❖ Customer Service: Serving Customers Through Chat and Text (LinkedIn) Jan 2025 Jan 2025 Jan 2025 Jan 2025 Feb 2025 Feb 2025 Feb 2025