Chinedu Ogbonnah

CHINEDU OGBONNAH​ Customer Support SUMMARY ●​ 3+ years of experience delivering customer support in fast-paced EdTech, nonprofit, and tech startup environments across global markets. ●​ Adept at managing multichannel support (chat, email, and phone), improving user onboarding, and strengthening cross-team collaboration to enhance service delivery. ●​ Currently support a global user base at SkilledUp Life, helping startups and volunteers navigate the platform while maintaining 95%+ satisfaction rates and reducing unresolved queries through improved support documentation and follow-ups. SKILLS Technical Skills & Tools – Microsoft Office Suite, Google Workspace, Project management tools (Asana, Trello, Monday), CRM & Live Chat Tools (Zendesk, Intercom, Tawk etc.), Communication tool (Slack) & Troubleshooting. Soft Skills – Empathy & Active Listening, Problem-Solving, Clear Communicaion, Collaboration, Attention to Detail, Time Management WORK EXPERIENCE Customer Support Volunteer​ SkilledUp Life – Remote, United Kingdom​ January 2025 - Till Date ​ ●​ Improved the platform onboarding experience by providing real-time support to new visitors, contributing to a noticeable increase in volunteer sign-ups and successful profile completions. ●​ Delivered timely and empathetic support to users across 3 continents via chat, email, and helpdesk, resolving over 300 inquiries monthly and maintaining a 95% satisfaction rate. ●​ Reduced recurring questions and support delays by restructuring help center articles and FAQs, enabling users to self-serve and lowering repetitive ticket volume. ●​ Strengthened issue resolution workflows by accurately documenting user-reported bugs and escalating them to the tech team, ensuring faster turnaround and improved user trust. Client Support & Executive Assistant​ December 2022 - Till Date The Victoria‑Nwaeke Foundation – Remote/Hybrid, Nigeria​ ●​ Managed the foundation’s shared inbox and website contact form, processing 30–50+ queries weekly involving donation details, program schedules, volunteer sign‑ups, and event coordination. ●​ Guided new volunteers through application, onboarding, and event preparation—resolving registration issues and providing timely follow‑up to ensure clarity and satisfaction. ●​ Coordinated outreach support during events by handling participant registrations, responding to logistical inquiries, and conducting post-event follow-ups to gather feedback and provide continued assistance. ●​ Supported the Executive Director’s calendar, meeting coordination, and documentation, while also compiling stakeholder communication summaries and follow‑up action items. Customer Service Officer​ September 2020 - November 2022 Pematrix Technology – Remote, Nigeria​ ●​ Served as the main liaison between instructors and students, ensuring timely reminders, session follow-ups, and issue resolution, resulting in improved class engagement and fewer missed sessions. ●​ Supported helpdesk functions for virtual learners, responding to inquiries about class schedules, logins, and technical issues across email and chat platforms. ●​ Improved administrative workflow efficiency by identifying communication gaps and streamlining the support process, reducing delays in class updates and resource sharing. EDUCATION Modibbo Adama University – Yola, Nigeria​ B.ED, Biology Education April 2013 CERTIFICATIONS LinkedIn Learning​ Problem-Solving and Troubleshooting LinkedIn Learning​ Customer Service Foundations October 2024 Alison Online Learning ​ Diploma in Customer Service Instructor Home Inc., Georgia Data Entry & Tech Support October 2024 July 2024 ​ July 2023