Chiamaka Nnadi

CHIAMAKA NNADI Customer Service Professional​ - |-| Lagos, Nigeria | linkedin.com/in/chiamaka-nnadi PROFESSIONAL SUMMARY Empathetic and solutions-oriented Customer Service Representative with 4+ years of experience delivering exceptional support across multiple channels. Known for turning challenging situations into positive customer experiences through active listening and efficient problem-solving. Technically adept with various CRM platforms and passionate about creating seamless customer journeys. Good command of English with a proven track record of maintaining 98% customer satisfaction ratings while exceeding response time targets. PROFESSIONAL EXPERIENCE LOUISE CARTER LLC Customer Support Specialist​ March 2024 - February 2025 ●​ Provided omnichannel support for a high-volume e-commerce platform handling 200+ orders daily ●​ Processed orders, managed returns, and resolved shipping issues with 99.7% accuracy rate ●​ Reduced average resolution time by 35% through efficient use of Zendesk and Reamaze support platforms ●​ Utilized Zendesk to track customer interactions and maintain detailed case histories ●​ Created knowledge base articles that reduced common inquiries by 45% ●​ Collaborated with product team to communicate customer pain points, contributing to user experience improvements. ●​ Maintained 96% positive customer feedback score while handling complex technical inquiries. ●​ Trained 5 junior support team members on best practices in e-commerce customer service NNEWI CHAMBER OF COMMEREC Customer Service Representative / Administrative Assistant September 2020 - April 2024 ●​ Resolved an average of 150+ customer inquiries weekly across email, phone, and live chat, achieving a 95% customer satisfaction score. ●​ Streamlined scheduling and calendar operations, reducing missed appointments by 30% through effective time management practices. ●​ Increased customer retention by 20% by implementing proactive communication and personalized support strategies. ●​ Reduced complaint resolution time by 40% through improved ticket prioritization and use of tools like Salesforce and Zendesk. ●​ Created and maintained detailed records of customer interactions, ensuring 100% compliance with company policies and data accuracy standards. ●​ Enhanced team productivity by 25% through the implementation of workflow optimization tools like Monday.com and Notion. ●​ Successfully managed 50+ weekly travel itineraries, reducing travel-related expenses by 15% via effective cost management strategies. ●​ Delivered error-free documentation for executive-level decision-making, improving turnaround time on approvals by 20%. ●​ Organized and digitized administrative records, cutting file retrieval times by 50%. ●​ Supported project teams, ensuring 100% on-time delivery of key milestones through efficient coordination and communication using Slack. ●​ Trained and developed junior support staff, enhancing team productivity by 25% CUTIX PLC Senior Customer Service Representetive May 2018 - July 2020 ●​ Handle 50+ daily customer interactions via phone, email, and live chat with a consistent 98% satisfaction rating ●​ Reduced average resolution time by 35% through development of comprehensive solution templates ●​ Mastered complex product offerings to provide accurate guidance, resulting in 28% decrease in follow-up inquiries ●​ Implemented customer feedback tracking system that identified three major product improvement opportunities ●​ Train and mentor new team members on conflict resolution techniques and product knowledge ●​ Recognized as "Support Representative of the Quarter" three consecutive times for excellence in customer care SKILLS ●​ Communication Channels: Phone Support, Email Communication, Live Chat, Social Media Response ●​ Technical Proficiency: Zendesk (Advanced), Salesforce, HubSpot, Microsoft Office Suite, Google Workspace ●​ Specialized Skills: Active Listening, Conflict Resolution, De-escalation Techniques, Problem Solving, Team collaboration ●​ Languages: Fluent in English and ●​ Additional: Time Management, Remote Work Proficiency, Process Optimization EDUCATION UNIVERSITY OF NIGERIA​ Bachelor of Science,Geography- CERTIFICATIONS ●​ ●​ ●​ ●​ Zendesk Customer Service Certification (2023) Salesforce Certified Administrator (2023) Salesforce Certified AI Specialist (2025) Certified Customer Success Specialist: Customersuccessu.org