Chinenye Nworie

Chinenye Lizzy Nworie Customer Service Agent PROFESSIONAL SUMMARY Results-driven Customer Service Agent with 3+ years of progressive experience in customer support, retention, and success across remote and multi-client environments. Proven track record of maintaining Quality Assurance ratings of 90–92%, managing high-volume inbound and outbound communications, and resolving customer issues with speed and accuracy. Proficient in leading CRM platforms including Gorgias, Zendesk, VTiger, PSonline, and Google Sheets. Adept at cross-functional collaboration, process improvement, and delivering measurable outcomes that drive customer satisfaction and business growth. CORE COMPETENCIES Customer Service, Retention & Success • Inbound & Outbound Call Management • CRM Administration Live Chat & Social Media Ticketing • Quality Assurance • Objection Handling • Escalation Management Process Optimization • Stakeholder Communication • Data Entry & Reporting • Team Collaboration PROFESSIONAL EXPERIENCE Customer Service Agent | TalentPop | March 2024 – July 2025 • Managed multi-channel customer communications — including email, live chat, phone, and social media — handling an average of 50+ interactions daily across multiple client accounts. • Achieved and sustained a minimum 90% Quality Assurance (QA) rating throughout tenure, reflecting consistent adherence to service standards and company protocols. • Resolved 95%+ of customer tickets on first contact by leveraging in-depth product knowledge and structured troubleshooting frameworks, reducing escalation rates. • Administered ticketing workflows on Gorgias and Zendesk, ensuring zero backlog and timely SLA compliance for all assigned queues. • Managed and documented all customer interactions and resolutions on VTiger CRM and MS Excel, maintaining 100% records accuracy for audit and reporting purposes. • Coordinated and delivered assigned client projects on behalf of TalentPop, contributing to improved client satisfaction and renewal outcomes. Customer Retention Specialist | AG Marketing | January 2023 – March 2024 • Managed 80+ inbound and outbound customer calls daily, achieving a 92% QA rating — the highest minimum performance standard on the team. • Drove measurable improvement in customer retention by handling objections effectively and tailoring responses to individual client needs, contributing to reduced churn. • Accurately recorded 100% of customer interactions and resolutions on PSonline CRM and Google Sheets, ensuring seamless data continuity and audit readiness. • Delivered daily comprehensive performance reports to supervisor, enabling data-driven decisions that improved team efficiency by streamlining follow-up protocols. • Scheduled and organized client follow-up callbacks systematically, increasing re-engagement rates and ensuring timely resolution of all open cases. Customer Service Agent | Consumer Opportunity | December 2022 – June 2025 • Handled a consistent volume of inbound and outbound calls, resolving customer inquiries with an average resolution time under 5 minutes per case. • Guided customers through self-service enrollment on the company's digital platform, reducing support dependency by educating users on platform features. • Achieved 100% documentation compliance by logging all customer interactions and resolutions in the company CRM in real time. • Reduced unresolved case rates by proactively scheduling follow-up callbacks and maintaining organized tracking systems for open customer issues. • Resolved email access and login issues for customers, improving platform accessibility and reducing repeat contacts related to technical difficulties. TECHNICAL SKILLS CRM & Ticketing Platforms: Gorgias, Zendesk, VTiger, PSonline Productivity & Reporting Tools: Microsoft Excel, Google Sheets, Google Workspace Communication Channels: Inbound/Outbound Calls, Live Chat, Email, Social Media Ticketing Core Competency Areas: Customer Retention, QA Compliance, Process Optimization, Reporting & Documentation EDUCATION Bachelor's Degree in Early Childhood Education (In Progress) National Open University | 2022 – Present Diploma in Theology Ministerial Theological School | 2021 – 2023 REFERENCES Available upon request.