Chinonye Nebo

CHINONYE NEBO PROFESSIONAL SUMMARY: Customer Success and Support professional with 6+ years of experience delivering exceptional service across high-volume, multi-channel environments. Proficient in CRM platforms including Zendesk, and Freshdesk with hands on experience in ticketing systems. Skilled in onboarding, issue resolution, cross-team collaboration to drive customer satisfaction and retention. CORE COMPETENCIES Customer Service Representative| Ticket Management & Issue Resolution | Onboarding & Training | Email, Chat and Phone Support | Cross-functional Collaboration | Data Entry & Documentation |Complaint Resolution TOOLS & TECHNOLOGY Zendesk | Freshdesk | Intercom | Google Workspace | Microsoft Office Suite (Word, Excel, PowerPoint) | Slack | Zoom WORK EXPERIENCE Customer Success & Support Lead | Carbon Car Care, Lagos, Nigeria. August 2022 – May 2025      Led branch customer service operations, supervised customer service teams to ensure consistent, high quality customer experiences. Improved sales and service performance from 40% to 80% through strategic process improvements and team development. Trained and onboarded new customer support team members. Established customer feedback systems and KPI frameworks to track service quality and identify areas of improvement. Maintained customer records and managed escalations, ensuring timely resolutions and high satisfaction rates. Customer Service Representative | Carbon Car Care, Lagos, Nigeria. September 2018 – July 2022    Managed high-volume customer communications across multiple channels (phone calls, emails, and chats), delivering exceptional service. Drove a 35% increase in positive customer reviews by providing outstanding, personalized support to over 2,000 customers. Managed customer relationships through CRM platforms, ensuring efficient customer   history and timely ticket resolution Built strong customer relationships through a personalized, solutions focused approach. Resolved Complex customer complaints through cross-departmental collaboration and effective de-escalation strategies. Admin Officer | Piousway High School, Lagos, Nigeria September 2015 – July 2018    Maintained comprehensive student records, office documentation, and communication systems. Recorded and documented minutes of a meeting and seminar proceedings. Developed and formatted examination materials using Microsoft Office Suite (Word, Excel). EDUCATION Nnamdi Azikiwe University – Anambra, Nigeria BSc. Banking and Finance TRAINING AND CERTIFICATIONS McKinsey Forward Digital Badge Learning Agility, Problem-Solving, Communication Skills Proficiency Certificate in Management Concepts in Management, Management Theories and Models, Managerial Behaviours and Attitudes to People Digital Witch Academy IT Support, Virtual Assistant, CRM Tools ALX Africa Virtual Assistant, Research & Data Entry, Scheduling & Calendar Management