Chinonye Anyaegbunam

CHINONYE ANYAEGBUNAM Customer Support Representative PROFESSIONAL SUMMARY Results-driven Customer Support Representative with 2+ years of experience delivering exceptional multichannel support and maintaining 95%+ customer satisfaction ratings. Proven expertise in ticket management, escalation handling, and process optimization. Skilled in leveraging CRM and helpdesk platforms to streamline workflows, reduce response times, and enhance customer experiences. Strong track record of implementing support systems, creating knowledge base resources, and collaborating cross-functionally to improve service delivery. CORE COMPETENCIES ▪Multichannel Support (Email, Chat, Phone) ▪Ticketing Systems (Zendesk, Freshdesk, Intercom) ▪CRM Management (HubSpot, Freshdesk) ▪Complaint Resolution & Escalation Management ▪Quality Assurance & Process Improvement ▪SOP Development & Documentation ▪Workflow Automation & Optimization ▪Knowledge Base Management ▪Project Management (Trello, Asana, ClickUp) ▪Email Management & Appointment Scheduling PROFESSIONAL EXPERIENCE Customer Relationship Manager September 2024 – Present ByteWave Technologies • Delivered exceptional multichannel customer support via email, live chat, and phone, consistently maintaining a customer satisfaction (CSAT) score of 95%+ through timely and effective issue resolution • Reduced ticket backlog by 60% through improved ticket triage and prioritization strategies, while maintaining first response times of under 1 hour for live support channels • Successfully managed escalations and resolved high-priority customer issues, serving as primary point of contact for complex technical and account-related concerns • Spearheaded implementation of Freshdesk helpdesk system, optimizing support workflows and reducing average ticket resolution time by 30-45% • Collaborated with Operations team to develop and document internal SOPs, workflow automation, and templated responses to improve team efficiency and service consistency • Created and maintained comprehensive knowledge base articles and FAQs, empowering customers with self-service resources and reducing repetitive support inquiries Customer Service Representative August 2023 – September 2024 Royale Respite • Provided exceptional customer support through email, chat, and phone channels, assisting customers with inquiries, booking-related issues, account access, and service requests • Managed high-volume support queues efficiently, prioritizing urgent guest-related concerns while maintaining a professional and hospitality-driven communication style • Utilized Freshdesk CRM tool to track customer correspondence, organize support requests, and maintain detailed records of booking-related workflows • Maintained high standards of customer service by addressing and resolving complaints promptly, ensuring positive guest experiences and repeat business EDUCATION Master of Business Administration (In Progress) February 2024 – Present Specialization in Marketing Ahmadu Bello University Bachelor of Laws (LL.B) October 2010 – July 2015 Nnamdi Azikiwe University TECHNICAL SKILLS Helpdesk & CRM: Zendesk, Freshdesk, Intercom, HubSpot Project Management: Trello, Asana, ClickUp, Monday.com Remote/Hybrid Collaboration Tools: Slack, Teams, Zoom, Google Meet Other: Workflow Automation, Appointment Scheduling