Chimaobi Onyeagba | Freelancer Resume

CHIMAOBI ONYEAGBA-- https://www.linkedin.com/in/chimaobi-onyeagba-8b915422b/ Lagos, Nigeria. Professional Customer Service Specialist PROFESSIONAL SUMMARY Customer-focused and results-driven Customer Service Specialist with over three years of experience in customer onboarding, Tier 1 support, and process optimization. Expertise in delivering personalized support and resolving complex issues with empathy and efficiency. Proven ability to enhance customer satisfaction by streamlining workflows and leveraging CRM systems, automation tools, and data analytics. Skilled in reducing response times by up to 30%, increasing customer retention, and driving operational performance. Proficient in Google Workspace, Microsoft Office, Six Sigma methodologies, and AI-powered customer service tools. WORK EXPERIENCE CUSTOMER ONBOARDING SPECIALIST (PART-TIME) November 2024 - Present Consumer Opportunity LLC • Lead customer qualification assessments to ensure 95% of new clients are successfully onboarded and well-matched with our products. • Troubleshoot and resolve email-related issues within 24 hours, ensuring effective communication with customers and a seamless onboarding experience. • Manage end-to-end onboarding for 30+ customers weekly, guiding them through account setup, trial subscriptions, and payment processes. • Build and reassure customers’ confidence and trust by answering questions and addressing their concerns. • Collaborate with internal teams to troubleshoot and resolve technical onboarding challenges. • Implement Google Sheets tracking systems to reduce onboarding errors by 30%. TIER 1 SUPPORT AGENT/CLIENT SERVICE REP. February 2024 - October 2024 Go2 LLC Project 1 • Provided troubleshooting support for freeze-dryer issues, enhancing customer satisfaction (CSAT). • Managed and tracked sales orders, ensuring accuracy in all details and timely processing. • Walked customers through freeze-dryer software updates, ensuring they accessed the latest features without downtime. • Coordinated and scheduled virtual/in-person appointments with technicians for repairs and maintenance. • Managed payment transactions for sales and repair orders, ensuring security and accuracy in payment processing. • Created, closed, and assigned service tickets to the appropriate channels for timely escalation and resolution. • Maintained detailed and accurate records of all customer interactions and support activities for future reference and quality assurance. • Achieved a 95% first-contact resolution rate on each call, improving CSAT by 15%. • Processed over 200 orders per month with a 100% accuracy rate in order details. Project 2 • Scheduled and coordinated appointments for kitchen and bathroom remodeling projects via phone, email, and SMS, ensuring timely follow-ups and reducing appointment cancellations by 25%. • Managed Costco accounts for new leads, tracking their progress, which contributed to an overall 15% increase in project lead conversions. • Generated quotes and maintained organized records for 100+ remodeling projects, ensuring quick access and project alignment. • Prepared necessary paperwork for customer appointments, ensuring all required documentation was complete and ready for the next day’s schedules. • Addressed red flags in the Costco system daily to resolve account issues and ensure smooth operations, improving system efficiency by 30%. • Collaborated closely with designers in real-time, ensuring smooth project execution and aligning project goals with customer needs. INBOUND/OUTBOUND PRE-QUALIFIER September 2022 - February 2024 Calls Expert Inc. • Responded to customers’ inquiries, providing information on insurance policies, coverage, and claims processes leading to 10% increase in customer retention. • Qualified inbound leads as the first point of contact, engaging them in sales-related topics before transferring to licensed agents in their states. • Educated 150+ customers monthly on insurance policies, leading to a 30% increase in policy renewals. • Maintained accurate records of customers' interactions and inquiries by entering data into the company’s Customer Relationship Management (CRM) system. CERTIFICATION & EDUCATION GENERATIVE AI FOR CUSTOMER SUPPORT SPECIALIZATION IBM Corporation (Remote) SIX SIGMA YELLOW BELT SPECIALIZATION Kennesaw State University, USA (Remote) CVS HEALTH CUSTOMER SERVICE PROFESSIONAL COURSE CVS Health (Remote) CUSTOMER SUPPORT DATA WITH GOOGLE SHEET Coursera Project Network (Remote) INTRODUCTION TO CRM WITH HUBSPOT Coursera Project Network (Remote) March 2025 March 2025 February 2025 February 2025 February 2025 NETWORKING BASICS Cisco Networking Academy (Remote) February 2024 INTRODUCTION TO CYBERSECURITY Cisco Networking Academy (Remote) BACHELOR OF SCIENCE, BUSINESS ADMINISTRATION Delta State University, Nigeria. January 2024 SKILLS Service Excellence & Interpersonal Skills (Phone, chats, emails) Process Optimization & Workflow Improvement. Empathetic Communication (Written & Verbal). Time Management & Task Prioritization. Attention to detail & Quality Control. Conflict Resolution. Collaboration and Teamwork. Data Entry and Management. Administrative Support & Operational Efficiency. Proficiency in Google Suites, Odoo, and SPS ERP. Process Improvement. Continuous Learning. AI Chatbots & Customer Service AI. October 2017 – October 2021