Chinaza Kevin

KEVIN DAISY CHINAZA CUSTOMER SUPPORT SPECIALIST PROFESSIONAL SUMMARY Dedicated Customer Service professional with 4+ years of experience delivering high-quality support across customer-facing, telesales, and administrative functions. Proven ability to manage high-volume inbound and outbound interactions, generate and convert leads, and maintain accurate CRM records. Skilled in enhancing customer satisfaction, exceeding sales targets, and streamlining administrative processes to improve team efficiency. Adept at scheduling, client communication, and problem resolution in fast-paced environments. Recognized for a proactive approach, strong attention to detail, and the ability to build lasting client relationships while driving business growth. AREA OF EXPERTISE Strong communication skills (verbal and written) Emotional intelligence and professionalism Strong attention to detail and problem-solving skills Handling Inquiries and Complaints with Prompt and Practical Resolutions Multitasking and Flexibility Remote Work Efficiency (Stable Internet & Noise-Free Setup) KEY ACHIEVEMENTS Handled 70–100 daily customer interactions, achieving a 90% first-contact resolution rate and significantly improving customer satisfaction. Enhanced sales tracking and decision-making by maintaining accurate CRM records and producing performance reports. Increased referral leads by 15% by building strong client relationships and delivering excellent service. Reduced unresolved customer queries by 30% by improving issue tracking, communication, and follow-up processes. PROFESSIONAL EXPERIENCE MAGNUM OPUS GLOBAL LTD, CUSTOMER SERVICE SPECIALIST, REMOTE NOV 2021- JAN 2026 Managed 70–100 daily inbound and outbound customer interactions, achieving a 90% first-contact resolution rate and consistently improving customer satisfaction. Executed targeted telesales campaigns and strategic follow-ups, increasing customer engagement and callback rates. Supported email marketing campaigns, onboarding processes, and retention initiatives, driving a 25% increase in repeat customer interactions. Contributed to brand growth by executing outreach campaigns that enhanced product awareness and adoption. . Streamlined issue-tracking workflows and communication processes, reducing unresolved queries by 30%. AJOCARD, CUSTOMER SERVICE REPRESENTATIVE/ TELESALES AGENT, REMOTE APR 2021 – JUN 2021 Conducted 50+ daily cold calls, consistently converting leads into 10–15 new customer accounts per week. Utilized consultative selling and effective objection-handling techniques to consistently meet and exceed sales targets. Partnered with internal teams to escalate and resolve complex cases, reducing resolution time and enhancing service quality. Managed lead pipelines and tracked conversion metrics using CRM systems, generating accurate performance reports. Increased referral leads by 15% through strong relationship management and customer engagement Improved sales performance by recommending enhancements to call scripts, reducing objections and boosting conversion rates. EDUCATION B.Sc. Human Anatomy Enugu State University of Science & Technology (ESUT), Enugu CERTIFICATES Customer Service Representative Certification - simpli learn Virtual Assistant Professional Certificate – ALX (2024) TECHNICAL PROFICENCY Customer Support Platforms : Zendesk, Freshdesk, Live chat and Intercom. Communication Tools: Microsoft Teams and Zoom Workflow & Productivity Tools: Google Workspace (Docs, Sheets, Drive, Calendar), Microsoft 365 (Word, Excel, PowerPoint, Outlook), Notion Social media: Whatsapp Business, Instagram and Tiktok