Chiamaka Nwokeukwu

Chiamaka Nwokeukwu Order Management | Inventory & Logistics | Customer Success QUALIFICATION SUMMARY Highly organized and results-oriented Customer Success and Operations Specialist with over five years of experience supporting dynamic business environments across e-commerce, logistics, and interior design sectors. Proven expertise in delivering end-to-end customer support, managing procurement workflows, and optimizing inventory systems to ensure accuracy, availability, and timely fulfilment. Skilled in translating complex data into actionable planning strategies, enhancing operational flow, and improving customer satisfaction through responsive service, proactive communication, and cross-functional coordination. PROFESSIONAL SKILLS • Multichannel Customer Support • Procurement Planning • Vendor Negotiation • Inventory Management • Replenishment Strategies • Order Lifecycle & Lifecycle Optimization • Forecasting Models (ABC, ROP) • CRM & Ticketing Systems • Advanced Data Analysis • Process Documentation • Cross-functional Collaboration • SLA Compliance & Service Improvement • Training Facilitation • Logistics CERTIFICATIONS • PMP Basics, Simplilearn, 2024 PROFESSIONAL EXPERIENCE Success & Operations Coordinator INT Express, Remote • Feb 2022- Sep 2024 Wallington, NJ Provided dedicated support to global clients through phone, email, and live chat, consistently achieving a 95% first-contact resolution rate and contributing to a 30% improvement in client satisfaction. • Led procurement for shipping materials including custom poly mailers and labels, streamlining order cycles and reducing reorder delays by 35% through automated purchase tracking. • Translated high-level inventory strategies into structured purchase orders and SKU-specific allocations, ensuring clear alignment between supply planning and delivery execution. • Designed and implemented automated dashboards to monitor over 100 deliveries per month, reducing manual tracking errors and support ticket volume by 40%. • Established buffer stock and safety stock thresholds for high-consumption materials, reducing the risk of stockouts and improving on-time availability by 30%. • Verified and reconciled delivery documentation (PODs) against shipment data to ensure 98% invoice accuracy during billing and client invoicing processes. • Enhanced operational workflows across customer service and order fulfillment, reducing entry time by 25% and order errors by 20% through SOP redesign Procurement & Customer Operations Coordinator Interior Culture, Remote • Jan 2020 - Feb 2022 Lekki, Lagos State Managed procurement and delivery coordination for 50–60 custom furniture projects monthly, achieving a 98% on-time delivery rate through structured planning and proactive vendor follow-up. • Created and maintained purchase orders for specialized materials including textiles, wood, hardware, and lighting fixtures, improving vendor responsiveness and internal tracking visibility. • Applied ABC classification and reorder point models to fast-moving product lines, minimizing project delays and decreasing emergency purchasing by 30%. • Forecasted procurement requirements across five state-wide locations using Google Sheets models, improving turnover accuracy to 98%. • Negotiated pricing and timelines with 10+ suppliers, resulting in a 15% reduction in purchasing costs and 20% improvement in procurement lead times. • Maintained procurement documentation in compliance with audit standards, achieving 100% accuracy in supplier contracts and delivery confirmations. • Developed training content to align cross-functional teams on procurement procedures, reducing onboarding time for new hires by 20%. Customer Service Coordinator Jun 2019 - Feb 2021 Periwinkle Residences • Lekki, Lagos State Facilitated structured orientation and onboarding sessions for residential clients, clearly outlining payment expectations and service timelines, resulting in a 20% reduction in client onboarding time. • Developed and enforced a 3-step complaint resolution framework, decreasing average response time by 40% and raising customer satisfaction to 90%. • Escalated and tracked service issues using documentation protocols, improving resolution accuracy and followup completion by 30%. • Collaborated with internal marketing and client care teams to enhance service delivery based on direct customer feedback, contributing to a 15% increase in new client acquisitions. Customer Success Specialist Utchay Okorji Associates • Jan 2017 - Jun 2018 Port-Harcourt, Rivers State Conducted detailed analysis of customer feedback to identify operational gaps, leading to strategic adjustments that raised customer satisfaction metrics by 30%. • Introduced proactive problem-solving techniques and stag coaching initiatives, reducing client complaints by 53% and improving service delivery consistency. • Restructured ticket routing and knowledge base protocols, reducing average resolution time by 15% and boosting first-contact resolution rates by 20%. • Strengthened post-sale account management practices, increasing retention by 20% and driving 30% account growth through value-added communication and consistent follow-up. EDUCATION Bachelor of Architecture (B.Arch.) Covenant University TECHNICAL SKILLS • Advanced Google Sheets & Microsoft Excel • CRM Platforms: Odoo, HubSpot, Zendesk, Freshdesk • Collaboration Tools: Trello, Asana, Slack • Dispatch Logs & Transport Tracking Sheets • Quoting Tools, Google Analytics & Form Systems • Purchase Order Processing & Inventory Modelling Tools Ota, Ogun State