Ekweoba Anthonia Nkiruka

 ANTHONIA NKIRUKA EKWEOBA PROFESSIONAL SUMMARY Customer Support Specialist with 8+ years of experience delivering high-quality support across telecom, fintech, and healthcare sectors. Skilled in handling customer inquiries via email, live chat, and phone, resolving complaints, and managing high-volume ticketing systems. Experienced with CRM tools including Zendesk, Freshdesk, and HubSpot, with a strong ability to quickly learn and adapt to new systems. Proven track record in improving customer satisfaction, supporting remote teams, and driving revenue through upselling and cross-selling. Passionate about helping businesses retain customers and build trust through excellent service delivery. CORE SKILLS Email & Live Chat Support Zendesk | Freshdesk | HubSpot Customer Complaint Resolution Ticket Management Systems Conflict Resolution Customer Retention Communication & Problem-Solving Escalation Handling Remote Team Collaboration Sales Support (Upselling & Cross-selling) WORK EXPERIENCE Customer Support & Sales Supervisor Flowzap Telecom Nigeria Limited – Lagos, Nigeria 2021 – 2026 Handled customer inquiries via phone, email, and live chat Led and managed a team of customer support representatives (remote & onsite) Resolved escalated complaints efficiently, improving customer satisfaction Logged and tracked customer issues using CRM/ticketing systems Increased sales by 15% through upselling and cross-selling strategies Monitored team performance and KPIs to ensure service quality Maintained professionalism under high-pressure situations Call Center Executive (Remote & Onsite) Medifield HMO – Lagos, Nigeria 2016 – 2021 Managed customer inquiries across phone, email, and chat channels Resolved complaints and ensured customer satisfaction Maintained accurate customer records using CRM systems Escalated complex issues to appropriate departments Supported customer retention and service improvement initiatives Customer Service & Sales Representative Medicheck Health Screening – Lagos, Nigeria 2013 – 2016 Provided customer support and handled product/service inquiries Assisted with order processing, delivery tracking, and after-sales support Documented customer interactions and collaborated with internal teams Promoted services, contributing to customer acquisition and retention PROJECT / PRACTICAL EXPERIENCE Customer Support Simulation (Self-Practice) Handled mock customer tickets using Zendesk-style workflows Created professional responses to customer complaints and inquiries Practiced issue escalation and resolution processes Developed strong written communication for email and chat support EDUCATION Higher National Diploma (HND), Secretarial Administration Federal Polytechnic Nekede, Owerri, Imo State, Nigeria CERTIFICATIONS Certified Customer Care/Telesales Professional Telemarketing Diploma – Houston, Texas, USA Professional Postgraduate Diploma – Customer Relationship Management Associate Member – Institute of Customer Relationship Management Graduate Member – Institute of Public Diplomacy and Management ADDITIONAL INFORMATION Available for remote work (US, UK, Canada time zones) Strong internet connection & dedicated workspace Experienced in remote team collaboration Fast learner with excellent communication skills