Chidiebere Atusiaka

Chidiebere Atusiaka Customer Support Specialist & Remote Support PROFILE SUMMARY I am a results-driven professional with expertise in customer service, specializing in resolving inquiries and delivering exceptional experiences. With strong communication skills, a customer-first mindset, and a focus on efficiency, I build and maintain relationships that drive satisfaction and loyalty. Experienced in addressing customer concerns, providing solutions, and ensuring positive interactions to build long-term trust. Maintaining accurate and well-organized records of customer interactions. Dedicated to continuous improvement and innovation, I aim to exceed expectations and drive customer satisfaction in every customer centric role from live chat to email response to phone calls and customer success. CORE COMPETENCIES IT SKILLS ➢ Customer service ➢ CRM ➢ Email support ➢ Communication skill ➢ ➢ Inbound & Outbound calls ➢ Relationship building ➢ Writing and Team and People Management ➢ Customer Service ➢ Live Chat ➢ Microsoft Office ➢ Google Work Space ➢ Slack documentation ● Microsoft Office suite (word, excel, PowerPoint) and Google Suite. ● Detailed oriented Tech-savvy with the ability to adapt to new tools and workflows quickly. Project Management Tools: Asana, Trello, Monday.com, Click up. ● CRM Tools: Zendesk, Freshdesk, Hubspot CRM, Intercom, Front. ● Communication Platforms: Slack, Loom, Zoom Googlemeet. ● File Management Tools: Google Drive, Dropbox, Microsoft One Drive PROFESSIONAL EXPERIENCES Customer Support Specialist– Freelance November 2024- Till present ● Resolved monthly customer inquiries across chat and email, maintaining a high satisfaction score. ● Delivered end-to-end customer support and success services. ● Stay updated on company policies, tools, and best practices to provide accurate assistance. ● Utilize CRM and ticketing systems for efficient support management. ● Directed unresolved issues to the next level of support personnel. ● Recorded events and problems and their resolution in logs. ● Followed-up and updated customer status and information. ● Built strong relationships with clients through regular check-ins and feedback sessions, identifying opportunities to upsell advanced features and additional services. Customer Service – Kemchuta Homes Limited 2023 – 2024 ● Responded to clients and prospect inquiries in a timely and accurate way, via cell phone, email and social media . ● Provided support and resolved client issues efficiently and effectively. ● Maintain accurate and well-organized records of returning clients. ● Maintain accurate records(bookings, inspection) of client interactions using CRM software. ● Providing introductory information to prospective and new clients. ● Collaborate with internal teams, including sales and property management, to resolve client issues. ● Utilize knowledge of FAQs, services, and policies to address client questions and concerns. ● Identify opportunities to upsell and cross-sell land banking investments and properties. ● Noted and copied customer feedback, and important social media comments and shared it with our Sales and Marketing team. ● Monitored prospect inquiries on social media, reached out to assist, and used the opportunity to sell our promo offer. Telesales-BettyBingo Games LTD July 2022- Dec 2023 ● Effective troubleshooting and resolving customer inquiries on call. ● Escalated queries and concerns, common website issues to next level of support.. ● Utilize CRM for call logs and ticketing systems for efficient support management. ● Passed on any feedback or suggestions by customers to the appropriate internal team. ● Stay updated on company policies, tools, and best practices to provide accurate assistance. ● Made an average of 40-70 outbound calls per day to prospective and existing customers, promoting game titles, subscription services, and in-game purchases ● Provided expert knowledge of gaming consoles, accessories, and digital products, helping customers select the best options based on their preferences and gaming habits ● Responded to calls with a diverse customer base, including casual gamers, competitive players, and esports enthusiasts, driving monthly sales growth of 15% in targeted game categories EDUCATION ● BSC Business Management – University of Calabar, Calabar 2019 - 2023 ● Diploma in Business Management – University of Calabar, Calabar 2017 - 2019 CERTIFICATIONS ● IT Support (Digital Witch Community ) 2024 ● Customer Support (Digital Witch Community ) 2024