Chinonso Chikwendu

CHINONSO CHIKWENDU PROFESSIONAL SUMMARY Customer Support Specialist with expertise in managing high volumes of inquiries, resolving complex issues, and driving customer satisfaction. Certified in Customer Service Excellence and skilled in CRM platforms, with strong communication, problem-solving, and multitasking abilities. Recognized for building trust, enhancing workflows, and representing brands with professionalism and empathy. SOFT SKILL ▪ Clear and professional communication skills, both written and verbal, for effective customer engagement. ▪ Strong analytical and problem-solving abilities to address customer concerns efficiently. ▪ Compassionate and patient approach when managing complaints or difficult interactions. ▪ Experienced in navigating CRM platforms and support tools to streamline service delivery. ▪ Excellent time management with the ability to prioritize tasks in fast-paced, high-volume settings. ▪ Accuracy and attention to detail when recording customer data and interactions. ▪ Ability to stay calm and professional under pressure while delivering consistent service. ▪ Team-oriented mindset with the flexibility to collaborate across departments. ▪ Quick adaptability to new technologies, systems, and evolving processes. WORK EXPERIENCE Amazon Customer Service Representative (Remote) February 2022 to August 2025 ▪ Provide multi-channel support (chat, email, and phone) to global customers regarding orders, refunds, and account management. ▪ Consistently achieve 95%+ customer satisfaction ratings through empathy, clarity, and fast resolution. ▪ Manage an average of 60+ tickets daily using CRM platforms (Zendesk, Salesforce). ▪ Handle escalated issues with diplomacy, reducing complaint recurrence by 20%. ▪ Mentor and support new hires, contributing to smoother onboarding and stronger team performance. Teleperformance Nigeria (Contract for MTN Telecom) Lagos, Nigeria Customer Support Associate January 2020 – January 2022 ▪ Handled high-volume inbound and outbound calls, resolving billing, network, and subscription issues for MTN customers. ▪ Maintained top-tier first-call resolution (FCR), minimizing customer escalations. ▪ Supported the rollout of MTN’s self-service app, assisting thousands of customers with setup and troubleshooting. ▪ Recognized twice as “Agent of the Month” for outstanding professionalism and problem-solving. Jumia Nigeria Sales & Customer Care Assistant Lagos, Nigeria February 2019 – December 2019 ▪ Assisted customers with product inquiries, order placement, returns, and refunds via email and live chat. ▪ Improved delivery success rates by liaising with logistics teams and resolving order issues promptly. ▪ Delivered excellent service during peak shopping periods such as Black Friday campaigns, ensuring smooth customer experiences. ▪ Provided feedback to management on recurring customer concerns, leading to policy updates that improved satisfaction. HARD SKILLS ▪ Proficient in CRM systems: Zendesk, Freshdesk, Salesforce, HubSpot ▪ Multi-channel customer support: Phone, Email, Live Chat, Social Media 2 ▪ Ticket management and knowledge base documentation ▪ Data entry and accurate record-keeping of customer interactions ▪ Use of remote collaboration tools: Slack, Zoom, Microsoft Teams, Google Workspace ▪ Skilled in call center technology: Automatic Call Distributors (ACD), Interactive Voice Response (IVR) ▪ Customer feedback analysis and reporting for service improvement ▪ E-commerce and order management systems (Jumia, Amazon Seller Central) ▪ Strong typing speed and computer literacy (Microsoft Office Suite & Google Docs/Sheets) ▪ Familiar with troubleshooting technical issues and guiding customers through solutions TECHNICAL REQUIREMENTS Owns a high-performance laptop (16GB RAM, Core i5) stable of 50mbps+ internet connection. Available to work in U.S. time zones, ensuring flexible customer support. EDUCATION Bachelor in Technology (B.Tech) Physics 3 December 2019