Chioma Maryjane Igboaso

IGBOASO MARYJANE CHIOMA PROFESSIONAL SUMMARY Customer-focused operations professional with 3+ years supporting customers across phone, chat, and email channels. Skilled in CRM platforms (Freshdesk, HubSpot), workflow automation, and real-time team communication using Slack, with measurable improvements in response times, client satisfaction, and operational efficiency. Proven ability to manage high-volume support, coordinate cross-team workflows, and optimize processes in fast-paced environments. CORE SKILLS  Customer Support: Phone, chat, email  CRM Tools: Freshdesk, HubSpot  Project Coordination & Task Tracking  Workflow Automation & Efficiency  Process Optimization & Documentation  Team Communication & Client Education  Lead Intake, Order Management, Project Handoffs PROFESSIONAL EXPERIENCE Customer Support / Digital Support  Jan 2023 – Jan 2024 Managed 50+ customer inquiries daily via email, chat, and phone, ensuring timely, professional, and accurate responses, improving client satisfaction ratings by 20%.  Educated clients on services, pricing, and project procedures, reducing follow-up questions by 30% and streamlining internal workflows.  Processed inbound leads and collaborated with project managers to define project scope, ensuring 95% of client requests were correctly logged and assigned.  Documented all client interactions in Freshdesk and HubSpot, providing accurate reporting and seamless handoffs across teams.  Supported cross-time-zone teams, maintaining clear communication, timely updates, and coordination across global projects.  Implemented workflow automations that reduced manual follow-ups and improved ticket resolution time by 25%. Customer Issue Resolution System  Feb 2024 — Apr 2025 Managed structured customer service workflows in HubSpot, handling inquiries, complaints, service requests, and returns for a high-volume client base.  Implemented case routing rules and automated responses, improving ticket response times by 30% and ensuring accurate case assignment.  Organized and maintained customer records, resulting in more efficient tracking of follow-ups and escalations.  Tracked and resolved 50+ cases weekly, documenting actions and outcomes tosupport performance analysis.  Created dashboards and service reports to monitor response times, ticket categories, and resolution metrics, enabling data-driven workflow improvements. Email Support & Ticket Management April 2024 - Nov 2025.  Managed high-volume customer email tickets daily using Freshdesk (30–40 per day).  Categorized tickets, applied SLA rules, tagged priority levels, and documented all actions taken.  Used canned responses, internal notes, and ticket tags to streamline workflows and communication.  Resolved over 100+ customer requests including product issues, returns, tracking updates, and service adjustments. Key Achievements  Successfully led a project to standardize customer inquiry documentation, cutting processing errors by 35%.  Recognized for consistently exceeding daily response and resolution targets.  Played a key role in training new team members on CRM systems and workflow best practices, reducing onboarding time by 20% EDUCATION Bachelor of science (Education) in Education Management and Policy Nnamdi Azikiwe University, Awka |2023 CERTIFICATIONS & TRAINING National Youth Service Corps (NYSC) – April 2025 Customer Support & CRM Training IT Support & Digital Tools Training Remote Work & Productivity Tools STRENGTHS  Strong Emotional Intelligence  High Attention to Detail & Tech-Savvy  Problem-Solving & Independent Work  Ability to work independently  Adaptable & Collaborative Language English - Fluent