Bede Chukwude Chinecherem

Chukwude Bede Chinecherem 📍 🔗 📞 Customer Success & Technical Support Professional​ Lagos, Nigeria | - | ✉- LinkedIn: linkedin.com/in/bede-chukwude-605a27135​ Credly: https://www.credly.com/users/bede-chukwude Professional Summary Resourceful and dedicated Customer Success and Technical Support Specialist with over 2 years of experience delivering high-quality support and building strong customer relationships. Skilled in troubleshooting, multichannel communication, customer education, and process optimization, with a proven 90%+ first-contact resolution rate. Adept at using remote tools and CRM systems to improve customer satisfaction, product adoption, and retention. Committed to enhancing user experiences, maximizing operational efficiency, and advocating for customer success. Core Competencies ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Customer Success and Support Technical Troubleshooting Multichannel Customer Support (Phone, Email, Chat) Customer Education and Training Conflict Resolution and Active Listening CRM and Ticketing Systems (Zendesk, HubSpot) Remote Desktop Tools Process Improvement and Documentation Microsoft Office and Google Workspace Basic HTML/CSS Team Collaboration and Communication Professional Experience Technical Support Specialist​ Diligentmart Telecommunication Services | May 2023 – Jan 2025 ●​ Resolved over 90% of customer technical issues during initial contact, improving overall customer satisfaction. ●​ Reduced average ticket resolution time by 20% through optimized workflows and proactive support initiatives. ●​ Conducted training sessions for 5+ team members, enhancing support quality and team efficiency. ●​ Maintained a 98% customer satisfaction rating across more than 50 weekly interactions. ●​ Supported customer success initiatives by identifying opportunities for product feature adoption. ICT Instructor & Support Staff​ Talavic International School | Feb 2022 – Mar 2023 ●​ Delivered technical support and ICT training to over 100 students and faculty members. ●​ Developed comprehensive user guides, leading to a 40% decrease in repetitive support inquiries. ●​ Implemented a digital tracking system to efficiently monitor and resolve student technical issues. ●​ Advocated for user-centric solutions to enhance satisfaction and reduce support loads. Technical Support Intern​ ICT Data Center, University of Nigeria Nsukka | Apr 2019 – Nov 2019 ●​ Handled 6–10 daily technical support tickets, achieving a 95% customer satisfaction rate. ●​ Authored internal knowledge base articles that reduced repeat inquiries by 30%. ●​ Collaborated with IT teams to optimize internal support processes. Education Bachelor of Science (B.Sc.) in Computer and Robotics Education​ University of Nigeria, Nsukka | 2021 Certifications ●​ IT Support Specialist – IBM | 2025 ●​ Professional Virtual Assistant and Basic IT Tools for IT Support – Digital Witch IT Support Community | 2025 Achievements ●​ Implemented a new ticketing system that improved support response efficiency by 25%. ●​ Awarded "Top Performer" for three consecutive quarters at Diligentmart. ●​ Designed and led a technical training program that boosted team resolution rates by 15%.