Chioma Amalaha

CHIOMA AMALAHA Customer support Specialist | CRM Management PROFESSIONAL PROFILE I am an experienced Customer Support and Sales professional with a strong track record of building meaningful customer relationships, identifying needs, and delivering tailored solutions. Leveraging expertise in multichannel support, empathetic communication, and operational efficiency, I consistently resolve complex issues while driving customer satisfaction and loyalty. Skilled in using tools like Zendesk, HubSpot, and Intercom, I streamline workflows, reduce response times, and provide data-driven insights that improve both support operations and sales outcomes. Known for combining problem-solving, product knowledge, and customer-centric strategies, I help businesses not only meet but exceed their service and revenue goals. CORE SKILLS CRM • Customer Experience (CX) • Multichannel Support (Email, Live Chat, Social Media) • Customer Relationship Management (CRM) • Zendesk | HubSpot | Intercom • Ticketing Systems & Workflow Automation • Product Support & Troubleshooting • Customer Needs Assessment COMMUNICATION written and verbal communication Active listening &emotional intelligence problem solving & critical thinking Attention to details KEY ACHIEVEMENTS • • • Reduced customer response time by 40% by optimizing CRM workflows and implementing automation strategies. Increased stakeholder and customer engagement by up to 35% through improved communication processes and targeted content coordination. Boosted team productivity by 25% and reduced ticket backlog by streamlining workflows and training junior staff on efficient support practices. PROFESSIONAL EXPERIENCE Customer Service Associate Uncharted Access | Oct 2023 – Oct 2025 • • • • • • • • Managed high-volume customer interactions across email and digital channels, ensuring timely and accurate resolution of inquiries. Utilized CRM tools such as Zendesk, HubSpot, and Intercom to track tickets, manage customer data, and improve response efficiency. Streamlined support workflows by implementing automation, ticket prioritization, and response templates, reducing response time by 40%. Analyzed customer interactions and feedback to identify recurring issues, providing datadriven insights that improved service delivery and engagement. Developed and maintained knowledge base resources and self-service documentation, reducing repetitive inquiries and enhancing customer experience. Collaborated with cross-functional teams (product, marketing, and operations) to resolve complex issues and improve overall customer satisfaction. Delivered empathetic, customer-focused support, strengthening relationships, and increasing customer retention and satisfaction rates. Supported sales efforts by identifying customer needs and recommending relevant products/services, contributing to revenue growth by 40% Database Management / Customer Support Ever Green Salon & Spa | Feb 2022 – Dec 2023 • • • • • • Managed customer records and interactions using CRM and database tools, ensuring accurate data entry and organization. Improved customer satisfaction by 15% through personalized follow-ups, appointment reminders, and proactive communication. Coordinated scheduling and calendar management, improving operational efficiency by 30% across client bookings and staff availability. Handled customer inquiries, complaints, and service requests with professionalism and problem-solving skills, ensuring quick resolution. Leveraged tools like Mailchimp and Millerite to manage email communication, reducing response time by 20%. Organized digital files using Google Drive and Dropbox, improving document retrieval time by 40%, and enhancing workflow efficiency. EDUCATION National Open University of Nigeria BSc mass communication, Mass Communication CERTIFICATIONS • • • • • • • • • • • • On-demand Zendesk support for Agents- 2025 On-demand Zendesk talk for Agents-2025 HubSpot Digital marketing certified- 2025 HubSpot SEO certified- 20225 HUBSPOT Service Hub Certified -2024 Foundations of project management Google - 2024 ALX Africa virtual assistant 8-week training -2022 LinkedIn customer service foundation | 2022 LinkedIn customer service, problemsolving and trouble shooting | 2022 Accounting Hub.ng Diploma Data Entry - 2022 HubSpot Inbound and Sales certification -2023 Meta Introduction to Digital marketing - 2022 DEXA Introduction to project management | 2024