Chidinma Ekegbu

CHIDINMA EKEGBU CUSTOMER SUPPORT SPECIALIST ​ ​ ​ ​ ​ Address: Port Harcourt, Nigeria ​ ​ ​ ​ Professional Profile Experienced Customer Support Specialist with over 4 years of experience, skilled in delivering empathetic and effective support through email, chat, and phone. Adept at troubleshooting technical issues, managing customer inquiries, and enhancing satisfaction. Proficient in Zendesk, Freshdesk, and Intercom for seamless case management. Known for improving customer retention, resolving complex issues, and collaborating with teams to optimize user experience in remote environments. Skills Customer Support & Experience Management | Email, Chat & Phone Support | Conflict Resolution | CRM & Helpdesk Operations | Troubleshooting & Technical Support | Knowledge Base Management | SLA & KPI Monitoring | Product & Process Documentation | Customer Feedback Analysis | Customer Retention Strategies | Cross-Functional Collaboration | Empathy & Active Listening | Communication & Interpersonal Skills | Time Management | Multitasking & Prioritization | Process Optimization & Workflow Efficiency | Remote Team Collaboration | Tools: Google Spreadsheets | Zendesk | Freshdesk | Gorgias | Intercom | OpenPhone | Trello | Notion | Jira | Professional Experience Preply​​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Remote Customer Support Specialist​ ​ ​ ​ ​ ​ ​ Nov 2023 – Till Date ●​ Resolved over 80+ daily inquiries by prioritizing high-impact tickets using Zendesk, increasing average response speed by 35% and boosting CSAT to 95%. ●​ Reduced repeat inquiries by 30% by creating customer-friendly troubleshooting guides and templates, cutting average resolution time from 12 hours to under 8 hours. ●​ Monitored and flagged billing issues proactively, working with Engineering to prevent user-facing errors and ensure smoother financial transactions. ●​ Partnered with Customer Success to implement account health indicators, encouraging more consistent tutor-student engagement. ●​ Optimized internal workflows by refining Zendesk tagging and automation rules, reducing manual work and increasing team efficiency. Expédier ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Remote Customer Support Specialist Feb 2023 – Sep 2023 ●​ Resolved 70+ daily customer inquiries across email, chat, and phone channels, maintaining a 95%+ first-contact resolution rate and boosting overall customer satisfaction. ●​ Handled high-volume support for account issues and payment disputes, reducing average response time by 20% through efficient use of Freshdesk and OpenPhone tools. ●​ Collaborated with cross-functional teams to resolve systemic issues, contributing insights that informed product updates and service improvements. ●​ Streamlined support documentation using Freshdesk tools, making case tracking more effective and enabling quicker onboarding of new team members. ●​ Actively supported internal knowledge base updates by flagging recurring queries, ensuring the support team stayed aligned with evolving customer needs. MAKA​ ​ ​ ​ Customer Service Representative​ ​ ​ ​ ​ ​ ​ ​ ​ Remote ​ ​ ​ ​ ​ ​ ​ Nov 2021 – Jan 2023 ●​ Delivered responsive email, chat, and phone support, achieving 90%+ first-contact resolution by addressing platform navigation, account setup, and general customer concerns. ●​ Streamlined documentation workflows using Zendesk and Gorgias, enhancing team collaboration and reducing average ticket resolution time by 30%. ●​ Co-developed internal support SOPs and escalation protocols, resulting in faster response times and a measurable lift in customer satisfaction and retention. Education Landmark School of Hospitality Management, Port Harcourt, Nigeria Associate Degree in Hospitality Management Training and Certificates Zendesk Customer Support Certified – Expertise in ticketing, live chat, and workflow automation. Certified Customer Service Professional (CCSP) – Recognized for excellence in customer relations and support strategies. Customer Service Diploma (ALISON) – Comprehensive training in customer engagement and problem resolution.