Chizoba Ujubuonu
Customer Service Representative | LinkedIn | Portfolio
SUMMARY
Customer Service Representative with 5+ years of proven experience delivering top-tier remote
customer support across email, and chat. Skilled in Shopify, Zendesk, Freshdesk, Asana, Trello,
Monday.com, Google Workspace, and Slack, with a strong track record of boosting customer
satisfaction, streamlining workflows, and training new team members. Recognized for leading
process improvements that cut response times by 25% and increased first-contact resolution rates
by 30%, while consistently exceeding performance targets.
SKILLS AND INTERESTS
● Customer Relationship Management CRM (Zendesk, Freshdesk)
● E-commerce Support (Shopify)
● Multichannel Support (Email, Live Chat)
● Workflow & Project Management (Asana, Trello, Monday.com)
● Collaboration & Remote Tools ( Google Workspace, Slack)
● Leadership & Team Mentorship
● Conflict Resolution & Problem-Solving
● Performance Metrics: CSAT, NPS, First-Response Resolution
PROFESSIONAL EXPERIENCE
Customer Service Representative
Masindy Global Resources ||Jan 2022 - Nov 2024 |
● Resolved 50+ daily customer inquiries via email and chat, achieving a 95% Customer
Satisfaction Score (CSAT).
● Led onboarding and training for 5 new team members, reducing ramp-up time by 30%.
● Drafted and edited reports, client emails, and internal communications with a focus on
clarity and tone.
● Implemented a ticket prioritization system in Zendesk, cutting average response time
from 6 hours to under 2 hours.
● Partnered with the operations team to create knowledge base articles, reducing repeat
inquiries by 20%.
● Consistently exceeded KPIs, including average handling time and first-contact resolution.
Customer Service Representative
Philon Global |Feb 2020 - Nov 2022|
● Delivered customer support for Shopify e-commerce clients, assisting with order
tracking, refunds, and account management.
● Boosted sales conversion rates by 15% through effective product recommendations and
customer engagement.
● Collaborated with cross-functional teams via Slack and Google Workspace to resolve
escalated issues quickly.
● Contributed to a 30% improvement in team resolution time by sharing insights and best
practices.
● Streamlined task tracking with Asana and Trello, improving workflow efficiency across
the team.
KEY ACHIEVEMENT
● Improved Net Promoter Score (NPS) by 20% within one year through proactive
engagement and timely resolutions
● Reduced repeat inquiries by 20% by creating and maintaining a customer self-service
knowledge base.
● Boosted e-commerce sales conversion by 15% through proactive customer engagement
on Shopify.
EDUCATION AND CERTIFICATIONS
Federal Polytechnic, Nekede Owerri, Nigeria 2021
(HND. Microbiology)
●
Certificate in Virtual Assistance - ALX Africa (2024)
● Certificate in Project Management - ALX Africa (2024)
● Customer Success - Remote Madam (2025)
