CHIDERA L. NZEWI
CUSTOMER SUPPORT SPECIALIST-
Linkedin
PROFILE
Friendly, empathetic, and tech-savvy customer support specialist with a strong track record of delivering
outstanding service in fast-paced, remote environments. I specialize in resolving real time issues, empowering
users to feel confident and supported from our first interaction onwards. My approach is grounded in empathy,
clarity, and deep care. I bring a "figure-it-out" mindset, strong digital tool proficiency, and a dedication to
making every customer feel heard and valued. Driven by curiosity and a commitment to improvement, I take
pride in getting to the root cause of concerns, not just treating the symptoms. I follow through on every issue
until a lasting solution is found.
KEY SKILLS & TOOLS
Troubleshooting & Problem Solving | Patience & Empathy |
Remote Collaboration: Google Workspace, Slack & Notion |
KPIs: High CSAT, One-Touch Resolution & SLAs Compliance | Active Listening & Multitasking |
Internal Guide & Knowledge Based Documentation | Detail-Oriented & Adaptability |
Email and Chat Based Customer Support | CRM & Support Tools: Gorgias, Zendesk, Freshdesk, Intercom |
Bug Escalation & Internal Team Collaboration | E-Commerce Tools: Shopify, WooCommerce, ShipStation |
Fast learner & Positive Attitude
PROFESSIONAL EXPERIENCE
Homelife Media (Remote)
10/2024 – 06/2025
Customer Support Specialist
California, United States
Delivered customer support across email, phone, and live chat using Gorgias, resolving over 150+ inquiries
weekly with 95% CSAT.
Accurately documented customer interactions, transactions, and feedback using Gorgias across six brands
to maintain organized and accessible records for team use.
Troubleshot order, payment, and platform issues via Shopify, WooCommerce, and ShipStation; resolved
80% of tickets within 2 hours.
Wrote and improved 30+ help center articles, leading to a 15% drop in repeat queries.
Collaborated with Product & Engineering teams to report bugs and enhance features based on real-time
customer feedback.
Built strong knowledge of products and processes to ensure accurate, up-to-date information was provided
to customers.
Maintained quality metrics, achieving a 98% one-touch resolution rate and consistent performance above
SLA targets.
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First Priceless Integrated services (Remote)
11/2022 – 08/2024 | Lagos, Nigeria
Customer Service Representative
Delivered empathetic, efficient support through HubSpot via email and chat; contributed to a 10% increase
in user satisfaction.
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Helped decrease ticket volume by 10% by contributing feedback to help improve knowledge base content.
Surfaced common pain points and submitted actionable feedback to improve internal support processes
and documentation.
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Good Earth Power Limited (On-site)
04/2018 – 01/2021 | Abuja FCT, Nigeria
Administrative Assistant
Supported sales and marketing functions by scheduling onboarding calls, demos, and customer follow-ups.
Handled outreach to potential clients via email and phone; increased qualified leads by 25% using
Pipedrive.
Built process documentation for internal teams, improving efficiency and cross-department collaboration.
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G. U Ebeco Industries Limited (On-site)
11/2012 – 02/2017 | Abuja FCT, Nigeria
Account Assistant/Customer support Agent
Provided multi-channel support using Zendesk and ensured timely issue resolution with empathy and
professionalism.
Processed payroll, order refunds, and financial queries while maintaining customer satisfaction goals.
Achieved monthly KPIs including customer response time and resolution speed..
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EDUCATION
Bachelor Of Science
Enugu State University Of Science and Technology
2006 – 2009
LANGUAGE
English
Native/Fluent
CERTIFICATE
GORGIAS CERTIFICATION - Basic Agent (Shopify) Certifcation
UDEMY - Customer Service, Customer Support, and Customer Experience
PORTFOLIO HIGHLIGHTS
5-Star customer feedback
100 CSAT in past roles and One-touch Resolution Champion
