Dominic Chibuzor Ogwudu

Lucky Ekiudokwo Close Off Commando Street Abuja, Federal Capital Territory DOMINIC CHIBUZOR OGWUDU SUMMARY Highly experienced customer service professional with 6+ years of success delivering empathetic, high-volume phone support to U.S.-based customers. Proven track record of resolving customer concerns, managing scheduling tasks, and improving satisfaction in fast-paced environments. Expert in Zendesk, Salesforce, WooCommerce, and Quickbase. Adept in appointment setting, issue resolution, and CRM documentation. Recognized for top performance in both agent and QA leadership roles. EXPERIENCE Customer Support Representative—HomeLife Media LLC, Remote (Anaheim, California, USA) September 2024–March 2025 ●​ Handled high volumes of customer queries via phone, chat, and email using Zendesk. ●​ Resolved order and delivery issues using WooCommerce and ensured timely follow-ups. ●​ Maintained a customer-first approach to support pet lovers and maximize satisfaction. Appointment Setter—The VA Group, Remote (Nevada, USA) December 2022–May 2024 ●​ Scheduled 3–5 daily client appointments using Calendly and followed up via email and phone. ●​ Used Quickbase CRM and Zoom for customer communications and updates. ●​ Boosted show-up rates through proactive outreach and reminder calls. Quality Analyst Supervisor—Citizens Disability (Massachusetts, USA) August 2021–December 2022 ●​ Supervised 6 QA analysts reviewing over 200+ weekly interactions. ●​ Delivered feedback, hosted calibration sessions, and improved call quality compliance. Quality Analyst—Citizens Disability (Massachusetts, USA) August 2019–August 2021 ●​ Monitored calls and chats to ensure adherence to company protocols. ●​ Consistently rated top QA in April, May, and June 2021. Customer Support Representative—Citizens Disability (Massachusetts, USA) November 2016–July 2019 ●​ Managed inbound and outbound phone calls to collect, validate, and clarify claim information. ●​ Provided empathetic, accurate support to disabled clients pursuing Social Security benefits. ●​ Documented detailed case updates into CRM, resolving over 50 cases weekly. EDUCATION Houdegbe North American University, Cotonou, Benin Republic LLB (Law) | March 2009 – March 2014 TECHNICAL TOOLS & SYSTEMS ●​ Inbound & Outbound Phone Support ●​ Appointment Scheduling & Follow-ups ●​ Customer Escalation & Resolution ●​ CRM Platforms: Zendesk, Salesforce, Quickbase, WooCommerce ●​ VOIP Dialers, Zoom, MS Teams, Slack ●​ Scheduling Tools: Calendly ●​ QA Monitoring & Call Auditing ●​ Google Workspace, Microsoft Office ●​ High Typing Speed (55+ WPM) ●​ Fluent C2 English | U.S. Time Zone Support