Amanda Ezeonyedika

AMANDA EZEONYEDIKA Customer Support Specialist | Remote | Zendesk | Email, Chat & Phone Support SUMMARY Customer Support Specialist with 7+ years of experience delivering high-quality support across email, chat, and phone in remote environments. Proven track record of achieving 92%+ customer satisfaction (CSAT) and 90% first contact resolution. Skilled in CRM and helpdesk tools, ticket management, and handling high-volume customer interactions efficiently. Experienced in supporting both B2B and B2C customers. CORE SKILLS •Customer Support (Email, Chat, Phone) •Zendesk, HubSpot, Freshdesk •CRM & Ticket Management •Customer Satisfaction (CSAT) •First Contact Resolution (FCR) •Escalation Handling •Multitasking & Time Management •Remote Communication (Async & Sync) •Problem Solving & Issue Resolution •Documentation & Data Accuracy PROFESSIONAL EXPERIENCE Customer Support Specialist Reliance Rail International | USA| Remote- •Managed high-volume customer inquiries via email and phone. •Maintained 92%+ CSAT and achieved 90% first contact resolution. •Documented interactions in CRM systems for tracking and follow-up. •Handled escalations and ensured timely resolution. •Collaborated with internal teams to improve service delivery. Customer Care Representative Expertnairen | Remote |- •Delivered multichannel support (email, chat, phone) in a fast-paced environment. •Managed Zendesk tickets and maintained organized workflows. •Resolved customer issues efficiently and reduced escalations. •Provided clear communication and follow-ups to improve customer experience. Customer Service Representative IROKOTV | Remote |- •Supported customers with subscription, billing, and account issues. •Responded to inquiries across multiple channels. •Maintained accurate documentation for reporting and follow-ups. •Improved customer satisfaction through efficient issue resolution. TOOLS & TECHNOLOGIES •Zendesk •HubSpot •Freshdesk •CRM Systems •Email & Chat Platforms EDUCATION & CERTIFICATIONS Bachelor of Arts (Philosophy) — Obafemi Awolowo University High School Diploma — Taidob College Zendesk Certification — Zendesk | 2025 Customer Service / Technical Support Certification | 2025 ICDL – International Certificate of Digital Literacy | 2023