Chioma Onuoha

PEACE CHIOMA ONUOHA Email| LinkedIn PROFESSIONAL SUMMARY Performance-driven Support Analyst with 3+ years of B2C customer support experience across global markets. Experienced in managing high-volume live chat and email queues, maintaining SLA compliance, troubleshooting user issues in real time and collaborating cross-functionally to resolve customer complaints. PROFESSIONAL EXPERIENCE 1.Customer Support Specialist | Lado Technologies | Nigeria Nov 2024 – June 2025 • Managed high volume live chat, email and phone support, handling 30–50 concurrent user interactions daily while maintaining quality standards. • Maintained 95%+ SLA adherence for first response and resolution time. • Escalated complex cases to Product and Operations teams following internal service guidelines. • Documented all customer interactions, root causes and resolutions within CRM to ensure case transparency and workflow continuity. • Collaborated cross-functionally via Slack to resolve recurring user-impacting issues. 2. Customer Service Representative | Randstad | USA June 2023 – Oct 2024 • Managed B2C customer interactions using Zendesk and Salesforce, ensuring timely and structured ticket resolution. • Maintained performance metrics including response time, resolution time and CSAT targets. • Handled multiple concurrent chat and email conversations while preserving accuracy and clarity. • Conducted structured escalations following internal protocols to ensure seamless handoff of complex cases. • Partnered with cross-functional teams in JIRA to identify root causes and prevent repeat user-impacting issues. 3. Customer Support Associate | DEEL | UK Jan 2022 – March 2023 • Delivered real-time support via LiveChat and Gorgias, reducing average response time and improving customer experience. • Managed end-to-end ticket workflows in Freshdesk, ensuring accurate categorization and documentation. • Investigated complex user concerns, applying analytical troubleshooting methods to drive resolution using structured case documentation. • Contributed to service improvement by gathering and reporting user feedback trends. TECHNICAL SKILLS Zendesk, Salesforce, Freshdesk, HubSpot, Gorgias, LiveChat, JIRA, Slack, Microsoft Teams, Zoom (VoIP) and Google Workspace. EDUCATION & CERTIFICATIONS BSc in Entrepreneurial Studies HubSpot Academy- CRM & Ticketing System professional Training Certification