MERCY RESUME
DENNIS CHINONSO MERCY
Customer support representative |
PROFILE SUMMARY
Highly motivated and Detail-oriented Customer Support Representative with 3 years of proven experience delivering high-quality remote support across tech, EdTech, and healthcare industries. Skilled in troubleshooting, client onboarding, and knowledge base management, with a track record of improving customer satisfaction, reducing resolution times, and contributing to product improvements. Adept at using leading CRM tools to ensure seamless customer experiences.
SKILLS
• Customer Service & Client Support
• Technical Troubleshooting
• Email, Live Chat & Phone Support
• Ticket Management & Escalation
• Knowledge Base Documentation
• Customer Retention & Satisfaction
IT Support Trainee | Digital Witch
Current – In Training
• Learning IT troubleshooting, customer service best practices, and technical support fundamentals.
• Exploring CRM systems and workflow automation tools to support businesses effectively.
Social Worker Intern | Nofic Abakaliki Hospital (VVF Ward) Nigeria (hybrid) Feb 2024 – sep 2024
• Assisted patients through counseling and case management.
• Supported hospital staff in communication and documentation.
• Built strong interpersonal, problem-solving, and organizational skills—directly transferable to customer and technical support roles
Customer Service Representative (Contract) Clever (Kahoot! Company) United States (Remote)
Jan 2022 – november 2022
• Supported K–12 school districts and EdTech partners via email and phone, resolving 40+ technical support requests daily.
• Navigated Clever’s identity platform to assist educators with digital learning integrations, ensuring smooth adoption.
• Completed structured onboarding and QA programs, improving call efficiency and raising customer satisfaction
.TOOLS
Zendesk | Freshdesk | Intercom | HubSpot CRM | Zoho Desk | Slack | Google Workspace
.EDUCATION
B.Sc. Social Work |
EBONYI STATE UNIVERSITY,ABAKALIKI (EBSU), Nigeria
2020 – 2024
