- Reply rate:
- -
- Availability:
- Full-time (40 hrs/wk)
- Location:
- Sabon Gari, Kano, Nigeria
- Experience:
- 2 years
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.
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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
