CHIDINMA EKEGBU
CUSTOMER SUPPORT SPECIALIST
Address: Port Harcourt, Nigeria | Email:-|
Phone No: (- |LinkedIn Profile|
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
Date
Nov 2023 – Till
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.
Analyzed over 1,500+ customer feedback entries monthly, collaborated with Product to resolve 3 core UX
issues, improving platform usability by 27%.
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 tutorstudent 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%+ firstcontact 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
Remote
Customer Service Representative
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%.
Synthesized customer feedback into actionable insights, driving UI/UX improvements in partnership with
Product and Engineering teams and reducing support queries.
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.
