Chinaza Isaac

ISAAC CHINAZA REJOICE. Summary Dynamic Customer Support Specialist with over 8 years of professional experience across service and education sectors. Expert in resolving inquiries, managing shipment/returns, and maintaining high-level KPIs using SAP, Salesforce, and Microsoft Excel. Dedicated to serving clients in B2B environments with exceptional communication and interdepartmental coordination skills. Work Experience Office Assistant / SecretaryJanuary 2020 – December 2022 EAT AND EARN FAST FOODS AND RESTAURANT, DOUALA, CAMEROON • Serve as the primary administrator for customer data, utilizing SAP frameworks and Excel to manage daily office records and complex order histories. • Implement standardized document preparation workflows for reports and receipts using Microsoft Word and PowerPoint to ensure operational transparency. • Resolve customer inquiries and redirect complex service requests to appropriate departments via Outlook and Teams, maintaining 100% response efficiency. • Investigate scheduling conflicts and organize digital filing systems to support high-priority business meetings and interdepartmental collaboration. Customer Service RepresentativeFebruary 2018 – December 2019 LOCAL BUSINESS, DOUALA, CAMEROON • Serve as the lead contact for investigating and resolving client complaints regarding shipments, returns, and credit adjustments. • Manage the B2B customer service lifecycle by processing orders in Salesforce and providing proactive follow-ups to ensure timely delivery. • Implement relationship-building strategies that maintain high client retention and consistently exceed established monthly KPIs. • Resolve service bottlenecks by providing rapid responses to inquiries, improving overall customer satisfaction scores by 15%. English TeacherFebruary 2016 – December 2017 EDUCATION SERVICES, DOUALA, CAMEROON • Serve as a lead instructor developing PowerPoint-based presentations for grammar and writing curricula, improving student engagement scores. • Investigate and implement structured lesson plans and reporting protocols to track student progress against core communication KPIs. • Resolve communication barriers by assisting students in mastering professional English for B2B environments and corporate settings. • Manage comprehensive classroom records and digital attendance logs using Microsoft Excel and Word for administrative audits. Education Certificate in Computer Operation, Basic Desktop Design & Advanced TrainingJanuary 2015 – January 2016 NIIT Additional Skills CRM & ERP Software: SAP, Salesforce, HubSpot, WhatsApp Business Microsoft Productivity Suite: Excel, Outlook, Word, Teams, PowerPoint Customer Success Operations: B2B Customer Service, Shipment Tracking, Returns & Credits Management, Order Fulfillment, KPI Achievement Collaboration Tools: Slack, Google Docs, Google Sheets, Google Drive, Calendly, Google Meet Linguistic & Design: Spanish (Bilingual Support), Canva, PixelLab, Snapseed, Typing & Documentation Certifications • Certificate in Computer Operation and Basic Desktop Design References Available upon request