Chiamaka Juliet Ezeh

Ezeh Chiamaka Juliet-- PROFESSIONAL SUMMARY Customer support and virtual assistance professional with over 2yrs extensive experience in managing client inquiries and delivering seamless service across multiple channels. Proficient in CRM platforms such as HubSpot, Freshdesk, and Zendesk, and skilled in project management tools including Trello, Monday.com, ClickUp, Asana, and Zapier to organize tasks, monitor workflows, and maintain operational efficiency. Holds certifications in IT Support, Virtual Assistance, and Customer Support, with expertise in providing personalized solutions, maintaining accurate records, and implementing process improvements that enhance client engagement and satisfaction. Known for clarity, responsiveness, and ensuring every interaction is professional and effective. PROFESSIONAL EXPERIENCE Customer Service Representative Digital Witch Support Community 2024 – Present • Leverage CRM platforms including HubSpot, Freshdesk, and Zendesk to track, manage, and resolve over 400 customer inquiries monthly, ensuring timely responses, proper documentation, and seamless follow-ups. • Utilize Airbnb co-host expertise to deliver personalized, solution-driven support, increasing positive client feedback from 60 to 95 cases and fostering stronger customer trust and loyalty. • Optimize multichannel customer support across email, chat, and social media, reducing average response time from 48 hours to 18 hours, while maintaining consistent service quality. • Identify recurring customer challenges and implement process improvements, boosting first-contact resolutions from 130 to 210 per month and minimizing repeat inquiries. • Maintain accurate and comprehensive customer records and engagement data, updating over 1,200 client profiles, enabling trend analysis and proactive client management. • Apply issue escalation protocols for complex cases, resolving high-priority problems efficiently and reducing repeat complaints, thereby strengthening service reliability. • Analyze customer engagement metrics to generate actionable insights, driving initiatives that improve client retention, increase satisfaction, and support community growth. SKILLS & COMPETENCIES • Hard Skills: Customer Support, Virtual Assistance, IT Support, CRM Platforms (HubSpot, Freshdesk, Zendesk), Project Management Tools (Trello, Monday.com, ClickUp, Asana, Zapier), Multichannel Support, Ticketing Systems, Data Entry, Process Improvement, Issue Escalation, Client Record Management, Customer Engagement Metrics, Workflow Optimization, Troubleshooting, Email Management • Soft Skills: Communication, Problem Solving, Empathy, Active Listening, Patience, Adaptability, Time Management, Attention to Detail, Interpersonal Skills, Organization, Professionalism, Client Relationship Management, Responsiveness, Conflict Resolution, Critical Thinking EDUCATION Bachelor of Arts in International Relations, Abia State University 2015 CERTIFICATION IT Support, Digital Witch Community Support REFEREES Available Upon Request In View