Chisom Okafor

Okafor, Chisom Emmanuel Alameda do fujacal 375, Braga, Portugal || - |- Objective I am a Dedicated and results-oriented Customer Support Specialist with 4+ years of experience providing exceptional service to enterprise clients, particularly in SaaS and B2B environments. I am skilled in resolving complex issues, managing escalations, and fostering strong client relationships to ensure customer satisfaction and loyalty. Key Skills Enterprise Customer Support (B2B & SaaS) Escalation Management and Resolution Service-Level Agreement (SLA) Adherence High CSAT Achievement (>90%) Multi-channel Support (Phone, Email, Chat) Problem-Solving and Root Cause Analysis CRM and Ticketing Tools (e.g., Salesforce, Zendesk, Freshdesk) Technical Troubleshooting and Documentation Cross-functional Collaboration (Legal, Billing, Operations) Proficiency in Microsoft Office Suite and Google Workspace Professional Experience Customer Support Specialist - Billspike Inc. [2022 - 2023] I provided high-quality support to enterprise clients, resolving escalated queries across phone, chat, and email channels, focusing on first-contact resolution. I managed an average of 35 calls and 25 emails daily, ensuring adherence to established SLAs and high customer satisfaction. Worked closely with internal legal, billing, and operations teams to address complex customer issues and implement tailored solutions, demonstrating strong teamwork and problem-solving skills. Maintained a CSAT score above 90% and consistently achieved top QA ratings in customer interactions, demonstrating a strong commitment to customer satisfaction. Documented customer interactions and resolutions in the CRM system, ensuring accurate and up-to-date records. Front Desk Coordinator – Sonexa [2020 - 2021] Acted as the primary point of contact for escalated issues from enterprise clients, resolving high-stakes situations with professionalism and empathy. Conducted root cause analyses to identify recurring issues and implemented process improvements to reduce future escalations. Ensured SLA compliance for all escalated tickets, meeting or exceeding resolution timeframes. Delivered training and mentorship to junior team members on effective escalation management techniques. Collaborated with technical teams to troubleshoot and resolve software-related issues for clients in a SaaS environment. Customer Support Representative – Sunspaco [2019] Provided day-to-day support to business customers, addressing inquiries related to account management, billing, and product usage. Handled a high volume of customer interactions via email, phone, and live chat, consistently achieving key performance metrics. Assisted in the rollout of new support tools and processes, contributing to improved efficiency and customer satisfaction. Education Masters in Advanced Optometry (Part-time) – Universidade do Minho, Portugal - [09/2024 –till date] Relevant coursework - Great team work. Technical Expertise CRM Tools: Salesforce, Zendesk, Freshdesk Ticketing Systems: Jira, ServiceNow Communication Tools: Slack, Microsoft Teams Analytics Tools: Tableau, Power BI System Requirement Reliable laptop; Processor: Intel Core i5-1135G7 (11th Gen) RAM: 16GB LPDDR4x Storage: 512GB SSD Wired high-speed internet connection (>20 Mbps). Wired headset and a distraction-free home office setup with stable power and internet connectivity