Charles Nwune

CHARLES NWUNE Linkedin email address Career Summary Dedicated and results-driven Customer Support Specialist. Alongside a team of five, has consistently delivered with exceptional support, reduced churning and enhanced customer satisfaction thereby improving client retention by 13% within the first two months. Proficient In utilizing Zendesk, HubSpot, Salesforce, and GoHighLevel. I am seeking to leverage strong communication skills and technical expertise to contribute to a dynamic customer-centric team. ●​ ●​ ●​ ●​ ●​ ●​ Skills Customer service Problem Resolution Communication skills Zendesk Salesforce Multi tasking Experience Customer/ Client Support Specialist E-LANZ Ng June 2020 – March 2021 ●​ Handled 50+ daily tickets via Zendesk, achieving a 95% first-call resolution rate for customer inquiries. ●​ Utilized Freshdesk to streamline support workflows, reducing average response time by 30% over 6 months. ●​ Provided live assistance through LiveChat, increasing customer satisfaction scores by 25% across 1,000+ interactions. ●​ Trained 10 new hires on support protocols, improving team efficiency by 15% within 3 months. Virtual Assistant and Cohost​ Airbnb, Houston, texas​ July 2024 – present ●​ Resolved 40+ daily queries using Zendesk, maintaining a 98% customer satisfaction rating. ●​ Managed multi channel support via LiveChat, cutting resolution times by 20% for 500+ monthly chats. ●​ Updated client records in Freshdesk, ensuring 100% accuracy across 2,000+ accounts. ●​ Escalated complex issues to supervisors, reducing unresolved cases by 10% through clear documentation. Education B.Eng Electrical and Electronics Engineering Covenant University Aug 2016- Oct 2021 References Available upon request