Chika Sylvia Madukwe

CHIKA SYLVIA MADUKWE Customer Support Specialist | Virtual Assistant | Lead Generation Specialist Port Harcourt, Nigeria. PROFESSIONAL SUMMARY Results-driven Customer Support Specialist with 2+ years of experience delivering high-quality, multichannel customer service in fast-paced retail and logistics environments. Proven ability to handle high-volume inbound inquiries, resolve escalations, and maintain a consistently positive customer experience across phone, email, and live chat. Experienced in lead generation using tools such as Apollo.io and Lemlist to identify and engage prospective clients. Proficient in CRM platforms including HubSpot, Zendesk, and Freshdesk. Skilled at complaint resolution, customer retention, and cross-functional collaboration. Committed to delivering first-contact resolution and building long-term client relationships. KEY ACHIEVEMENTS •​ Managed 50+ daily customer inquiries at Rivers Joy Transport with 100% response accuracy and zero data gaps in CRM logs. •​ Achieved near-zero escalation rate by independently de-escalating delivery delays, booking conflicts, and logistics complaints. •​ Contributed to customer retention and repeat purchase growth at Lyon’s Couture through consistent post-sale follow-up and relationship management. •​ Executed lead generation campaigns using Apollo.io and Lemlist at Lyon’s Couture, driving prospecting outreach and growing the customer pipeline. •​ Self-onboarded to HubSpot, Zendesk, and Freshdesk within the first week of each role, becoming fully operational with no external training. •​ Maintained 100% accuracy in customer interaction records across all roles, ensuring zero data discrepancies. WORK EXPERIENCE Customer Service Representative | Rivers Joy Transport Company | Port Harcourt, Nigeria | 2025 •​ Handled 50+ daily inbound customer inquiries via phone and email covering bookings, schedules, and logistics services, maintaining consistent service quality under high volume. •​ Served as the primary communication bridge between customers and internal operations teams, providing real-time delivery updates and reducing customer wait time for information. •​ Resolved complaints, delivery delays, and scheduling conflicts through effective de-escalation techniques, achieving a near-zero management escalation rate. •​ Maintained complete and accurate CRM records of all customer interactions and service requests in HubSpot/Zendesk with zero data gaps. •​ Improved information flow and customer trust by proactively coordinating between departments to ensure timely issue resolution. Sales and Marketer | Lyon’s Couture | Port Harcourt, Nigeria | 2024 •​ Provided multichannel customer support (phone, email, live chat) for product inquiries, order issues, and after-sales service, consistently resolving issues on first contact. •​ Guided customers through product selection and post-purchase support, contributing directly to increased repeat purchases and customer loyalty. •​ Built strong customer relationships through consistent follow-up, boosting long-term retention and satisfaction. •​ Executed lead generation campaigns using Apollo.io for prospect sourcing and Lemlist for automated email outreach, expanding the brand’s customer pipeline. •​ Utilised Go High Level as the primary CRM to manage customer relationships, track interactions, and streamline sales pipeline activities. •​ Processed orders and maintained accurate customer records in Freshdesk, minimising fulfilment errors and ensuring data integrity. •​ Demonstrated empathy and active listening during high-pressure periods, maintaining composure and a positive customer experience at all times. CORE COMPETENCIES Multichannel Customer Support (Phone, Email, Live Chat) • Inbound & Outbound Communication • Lead Generation (Apollo.io, Lemlist, Follow Up Boss) • Complaint Resolution & Escalation Management • Ticket Management & SLA Adherence • CRM Management (HubSpot, Zendesk, Freshdesk, Go High Level) • Cross-functional Team Collaboration • First-Contact Resolution (FCR) • Attention to Detail & Data Accuracy • Customer Retention & Relationship Building • Time Management & Prioritisation Under Pressure • Active Listening & Conflict De-escalation • Onboarding & Self-directed Learning TECHNICAL SKILLS CRM & Support Tools: HubSpot, Zendesk, Freshdesk, Go High Level Lead Generation Tools: Apollo.io, Lemlist, Follow Up Boss Communication Platforms: Slack, Discord, Email, Phone, Live Chat Project Management: Trello, Monday.com Productivity Suites: Microsoft Office Suite (Excel, Word, Outlook), Google Workspace (Docs, Sheets, Drive, Calendar) EDUCATION Bachelor of Science in Education (B.Sc.Ed.) Chukwuemeka Odumegwu Ojukwu University, Nigeria | 2014 – 2019 CERTIFICATIONS & TRAINING •​ Microsoft Excel Certificate of Completion — Dahel Consultants & Techies (2023) LANGUAGES English (Fluent) • Igbo (Fluent) PORTFOLIO https://gamma.app/docs/Hi-Im-Chika-Sylvia-Madukwe-fvn7x33tefwcgsl