AMARACHI EZEONYEKWERE
Port-Harcourt, Nigeria.
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PROFESSIONAL SUMMARY
Highly motivated Customer Support Representative with 4+ years of experience exceeding customer
expectations. Proven ability to resolve inquiries (e.g., calls, emails, live chats) at a high volume while
maintaining a 95% satisfaction rate. Increased customer trust by 98% through clear and concise
communication of resolutions and inquiries. Adept at multitasking, prioritizing, and delivering exceptional
service, fostering strong client and product loyalty.
SKILLS
● Excellent Communication Skills
● Empathy & Proactive abilities
● Active Listening & Patience
● Problem-solving abilities
● Emotional Intelligence
● Attention to Detail & Adaptability
● Strong Organization Skills
● Time Management
● Conflict Resolution & Escalation
● Collaborative spirit & Critical
thinking.
● Tech-Savvy & Strong Work Ethics
● Data Entry
● Shopify & Amazon
● Technical Proficiency
● CRM Software-Zendesk, Fresh Desk,
HubSpot, Intercom, BiteSpeed.
● Product/Service Knowledge.
● Troubleshooting Ability.
● Good Typing Speed and Accuracy.
● WorkFlow Tools-Asana, Trello,
ClickUp, Monday.com, Airtable
● Multitasking Ability & Data Entry
● Familiarity with Service Level
Agreement (SLA).
● Excellent Customer Service
● Google Suite & Microsoft Office.
WORK HISTORY
07/2024 to Date
Customer Service Executive (Freelance) - Remote
Kolkata India.
Uptownie- An E-commerce women's fashion wear brand.
● Provides exceptional customer service to an average of 100 online shoppers
daily(Within 5 hours) through various channels (email, phone, live chat).
● Manages customer inquiries and complaints efficiently, escalating to the right
team and ensuring timely resolution.
● Assists customers with product information, order tracking, returns,
cancellations, discounts, and exchanges, improving customer experience and
satisfaction by over 65%.
● Utilizes CRM software like Bitespeed and Tellephant to manage customer
interactions, track performance metrics, and suggest ways of improvement.
01/2022 to 01/2024
Customer Success Specialist - Remote.
Theos Karis Limited
Consulting firm in partnership with SaaS owners, serving B2B and B2C.
● Collaborated with other teams to troubleshoot bugs and resolve customers’
queries on SaaS platforms, achieving a 4 out of 5-star customer service rating.
● Provided software knowledge such as features, values, billing cycle, and
benefits to 1,250 customers in the first 60 days, increasing customer trust rate
to 95%.
● Managed a high volume of inquiries (calls, chats, emails - averaging. 65 per
day) delivering exceptional customer service which increased customer
satisfaction, with 90% positive feedback and fewer complaints.
● Utilized CRM software to document interactions, track customer satisfaction
trends, and identify areas for improvement, achieving improved customer
analytics of 30%.
● Onboarded new customers through engaging calls & webinars, boosting
platform adoption by 98%.
08/2019 to 09/2021
Customer Service Representative.
Macson Retail Limited – Retail phone gallery
● Escalated and resolved complex customer issues through active listening and
clear communication, achieving a first-contact resolution rate of 95%
● Maintained a deep understanding of company products and services through
ongoing training and knowledge base utilization.
● Achieved a 100% customer approval rating by helping them make purchasing
choices, identifying their needs, and suggesting the best phones to buy.
● Managed a high volume of inquiries (averaging 500 inbound calls & emails
weekly) while providing exceptional service through live chat.
● Implemented post-sales strategies like personalized thanks & follow-ups, that
boosted customer loyalty by 30% and referral sales by 60% in 6 months.
● Processed orders, payments, refunds, and proactive delivery tracking, ensuring
accuracy and exceeding customer satisfaction targets.
EDUCATION
2015
Bachelor of Science: Accounting
Federal University Of Calabar, Nigeria.
TRAINING AND CERTIFICATIONS
Digital Witch Training Academy - 2024
● Customer Relationship Management Tools & Project Management Tools.
● Customer support skills & Basic IT Support.
● Administrative Skills and Support.
LinkedIn Learnings - 2024
● Customer Service: Serving customers through chat and text.
● Customer success management fundamentals.
IBM Skills Build - 2024
● Customer Engagement - Communication and Personality Dynamics.
● Customer Engagement - Problem-Solving and Process Controls.
