Christian Onachukwu

CHRISTIAN ONACHUKWU-| - | www.linkedin.com/in/christian-onachukwu Education University of Benin, Dec 2019 - Feb 2024 Bsc. (Edu) Biology and Education (Second Class Upper Division) Certification ​ Certified Customer Success Management | Great Learning Academy. ​ Core Competencies ●​ Customer Relationship Management (CRM)​ ●​ Team Leadership & Collaboration​ ●​ Adaptability & Process Improvement ​ ●​ Problem Resolution & Escalation​ ●​ Multitasking & Time Management​ ●​ Proficiency in Google Workspace, Zendesk, Salesforce, and Intercom Professional Summary Customer Service and Administrative Support professional with 4+ years of experience resolving customer issues, managing teams, and leveraging CRM platforms like Zendesk and Salesforce. Adept at improving processes, enhancing customer satisfaction, and driving measurable results in dynamic environments Professional Experience Customer Support - Live Chat Agents and Telemarketer Team Lead | GIFTCARD8​ Remote - China​ March 2024 – Present ●​ Managed high-volume live chat interactions, assisting up to 200 customers daily with inquiries, troubleshooting, and problem resolution. ●​ Recognized as "Top Performer" for five consecutive quarters in a high-volume support environment and was promoted as Team Lead. ●​ Trained and mentored a team of new hires, improving their performance by 25% within three months. ●​ Lead a telemarketing team to engage and re-establish connections with former customers, resulting in increased customer retention and satisfaction. ●​ Strategically transitioned customers from phone interactions to the company's WhatsApp platform, ensuring a seamless user experience and boosting chat engagement rates. ●​ Maintained detailed knowledge of company products and services, and promotions to offer accurate and timely solutions. ●​ Enhanced customer journey by resolving escalations promptly and fostering trust through effective communication. Enrollment Specialist |Medicare/Obamacare​ Remote - USA (Contract)​ January 2022 – February 2024 ●​ Conducted 700+ outbound calls daily to educate potential clients about Medicare/Obamacare plans and address their specific healthcare needs ●​ Identified and qualified leads, ensuring all prospects met eligibility requirements before enrollment. ●​ Achieved a conversion rate of 15% in enrolling customers into Medicare/Obamacare plans, surpassing team averages. ●​ Successfully resolved customer objections, converting 80% of leads with initial reservations. Customer Service Representative |Auto Insurance (Inbound and Outbound)​ Remote - USA (Contract)​ May 2019 – December 2021 ●​ Proactively conducted outbound calls to promote auto insurance policies, upgrades, and cross-selling opportunities, building trust with clients. ●​ Consistently ranked as a top performer, driving a 20% increase in client enrollments through effective upselling and customer engagement strategies. ●​ Delivered exceptional inbound customer support by resolving Customer inquiries, claims issues, and renewals with efficiency and professionalism ●​ Maintained a 98% customer satisfaction score by ensuring personalized and prompt resolutions, achieving a 90% first-contact resolution rate. Reference Available upon request. ​ ​ ​ ​ ​ ​ ​ ​