Chizoba Ujubuonu
Customer Service Representative-• - •Linkedin
SUMMARY
Resourceful and results-driven Customer Service Professional with 5 years of experience
delivering top-tier customer support across eCommerce, SaaS, and service-based
industries. Skilled in managing high-volume inquiries across phone, email, and live chat,
ensuring customer satisfaction, and driving retention. comfortable at using leading CRM
and support tools, while mentoring junior team members to improve service delivery.
Recognized for increasing efficiency, reducing escalations, and maintaining a strong
focus on customer loyalty and growth.
SKILLS AND INTERESTS
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Customer Support Tools: Zendesk, Freshdesk, Gorgias, Shopify, Slack
Project Management Tools: Asana, Trello, Monday.com
Collaboration: Google Workspace, Microsoft Office
Core Skills: Live Chat Support, Escalation Management, Customer Retention,
Problem-Solving, Team Leadership, CRM Ticketing, eCommerce Support,
Communication
PROFESSIONAL EXPERIENCE
SINERGIA LIMITED - Lagos Nigeria
Customer Service Representative
Remote
FEB 2022 - Nov 2024
● Managed 100+ customer interactions weekly via email, phone, and chat, consistently
achieving 95% satisfaction ratings.
● Created and monitored invoices, tracked payments, and followed up to ensure nothing
slipped through the cracks using Tally ERP and excel sheet.
● Resolved escalated technical and account-related issues for Shopify clients, reducing
customer churn.
● Trained and supported new hires on Zendesk, Slack, and Shopify, enabling faster
onboarding and performance improvement..
● Collaborated with internal teams to streamline workflows, resulting in a 20% faster
resolution time.
● Created systems using Notion, Microsoft Office, and Google Workspace to organize
documents and SOPs, improving task turnaround time by 30%.
● Documented and tracked customer concerns in Freshdesk, ensuring accurate reporting
and follow-ups.
PHILON GLOBAL | REMOTE
Customer Service Representative
Remote
FEB 2020- Nov 2022
● Delivered customer service for travel clients, managing bookings, cancellations, and
inquiries across multiple channels.
● Entered and maintained thousands of records with a 98% accuracy rate across multiple
systems and platforms.
● Assisted team leads in coordinating daily schedules and handling complex cases,
contributing to higher team productivity.
● Provided detailed feedback to improve knowledge base articles, reducing repeat inquiries
by 12%.
● Supported customers in product selection, order processing, and after-sales service,
driving 15% increase in repeat purchases.
● Handled complaints with empathy and professionalism, achieving 85% first-contact
resolution rate.
KEY ACHIEVEMENT
● Resolved 85% of customer inquiries independently from over 100+ calls and emails
weekly, ensuring smooth departmental handoffs.
● Reduced refund rates by 15% through clear communication and issue resolution.
● Consistently maintained a CSAT rating of 95%+ across email, chat, and phone channels.
EDUCATION AND CERTIFICATIONS
FEDERAL POLYTECHNIC, NEKEDE
(HND. MICROBIOLOGY, UPPER CREDIT)
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Certificate in Virtual Assistance – ALX Africa
Certificate in project management – ALX Africa
Owerri, Nigeria
