Emmanuel Chinedu Ahunanya

EMMANUEL CHINEDU AHUNANYA Remote Customer Support Specialist · Virtual Assistant · CRM Expert Port Harcourt, Nigeria (UTC+1) · - ·- ■ Available Full-Time · U.S. Business Hours (EST / PST) · Authorized for Remote Work 3+ 95%+ 300+ 4 Years Remote Exp. Satisfaction Rate Calls / Day CRM Platforms PROFESSIONAL SUMMARY Results-driven Remote Customer Support Specialist and Virtual Assistant with 3+ years of experience helping U.S. and international businesses deliver exceptional customer experiences. Proficient in HubSpot, Zendesk, Salesforce, RingCentral, and NetSuite. Proven track record of handling high-volume customer queues, resolving escalations with 95%+ satisfaction rates, and supporting executive operations with scheduling, inbox management, and client communication. Fully available during U.S. business hours — reliable, proactive, and ready to hit the ground running with zero micromanagement needed. • HubSpot • Zendesk • Salesforce • NetSuite • RingCentral • Microsoft Office • Google Workspace • Live Chat • Email Automation • macOS / iOS SERVICES & SPECIALIZATIONS ■ Customer Support ■■ CRM Management Omnichannel support via phone, email, and live chat. High first-contact resolution with empathy-led communication. Accurate record-keeping, ticket management, and workflow optimization across all major CRM platforms. Inbound/Outbound · Live Chat · Escalation Mgmt HubSpot · Zendesk · Salesforce · NetSuite ■ Virtual Assistance ✉■ Email Communication Executive scheduling, inbox management, data entry, appointment setting, and administrative coordination. Professional email workflows, automated sequences, campaign tracking, and high-volume inbox management. Scheduling · Inbox Mgmt · Data Entry Automation · Campaigns · Retention Emmanuel Chinedu Ahunanya · Remote Customer Support & Virtual Assistant · Page 1 ■ Apple Ecosystem Support ■ Reporting & Analytics Technical support for macOS, iOS, iPadOS, iCloud, and Apple ID management. Tracking KPIs, ticket resolution metrics, and CSAT data to continuously improve service delivery. macOS · iOS/iPadOS · iCloud · Apple ID KPI Tracking · CSAT · Reporting WORK SAMPLES & PORTFOLIO EMAIL · CUSTOMER SUPPORT CRM · HUBSPOT Escalation Resolution Email Ticket Workflow Documentation Professional response to an escalated billing complaint — empathetic tone, clear resolution steps, and follow-up confirmation written to de-escalate and retain the customer. Structured HubSpot ticket pipeline: intake → triage → resolution → closure, with custom property fields and SLA tagging for a U.S.-based e-commerce client. ✓ Resolved within first contact ✓ Reduced resolution time by 30% EMAIL · AUTOMATION CALL CENTER · INBOUND 3-Part Onboarding Email Sequence Inbound Call Script — Tech Support Automated welcome → product education → check-in sequence for a SaaS client. Optimized subject lines, CTAs, and send-time scheduling. Sample inbound call script covering greeting, issue identification, troubleshooting flow, escalation triggers, and closing — built for a tech product support line. ✓ 42% average open rate achieved ✓ Supports 300+ calls/day workflow VIRTUAL ASSISTANT · ADMIN KNOWLEDGE BASE · DOCS Executive Inbox Management SOP FAQ Article — Subscription Billing Standard operating procedure: labeling system, priority flags, daily review protocol, and response templates organized by inquiry type for a busy executive. Customer-facing help article covering billing questions: charges, cancellations, refunds, and upgrades — written to reduce ticket volume on the most common inquiry. ✓ Saves 8+ hours per week ✓ Deflects 25% of billing tickets PROFESSIONAL EXPERIENCE Customer Support Specialist (Remote) Iworkremote Digital — Nigeria · March 2026 – Present → Omnichannel support via phone, email, and live chat — product inquiries, bookings, and service requests → Maintained high first-contact resolution rates and customer satisfaction scores consistently → Accurate CRM record management and documentation of all customer interactions → Managed high-volume queues while meeting all daily KPI targets in a fully remote environment Emmanuel Chinedu Ahunanya · Remote Customer Support & Virtual Assistant · Page 2 Call Center Agent (Remote) Top Notch Deals — Boca Raton, Florida, USA · July 2025 – December 2025 → Handled 300+ inbound calls daily for a U.S.-based company — exceeded daily KPI targets consistently → Fast-turnaround technical troubleshooting with accurate, customer-focused resolutions → CRM logging of all interactions, complaints, and resolutions for seamless follow-up → Professional escalation routing while keeping customers fully informed throughout Email Communication Manager & Marketer (Remote) Talentify — Newfoundland, Canada · January 2023 – March 2024 → Managed high-volume email pipelines for customer inquiries and support requests → Built automated email workflows improving lead nurture, engagement, and retention → Tracked open rates and CTR to continuously optimize communication strategy → Executive inbox management and scheduling coordination SKILLS & PROFICIENCY CUSTOMER SUPPORT CRM PLATFORMS Live Chat & Email Support 96% HubSpot 92% Inbound Call Handling 94% Zendesk 90% Escalation Management 90% Salesforce 85% Technical Troubleshooting 88% NetSuite / RingCentral 82% VIRTUAL ASSISTANCE PROFESSIONAL SKILLS Inbox & Calendar Mgmt 94% English Communication (C1) 97% Data Entry & Records 95% Remote Collaboration 96% Email Workflow Automation 88% Empathy & Active Listening 95% Google Workspace / Office 92% KPI & Metrics Reporting 86% CERTIFICATIONS & TRAINING ■ CRM Certificate ■ Virtual Assistant Certificate ■ Virtual Assistant Certificate HP Life Iworkremote Digital ALX Africa Jan 2026 Jan 2026 Aug 2024 Emmanuel Chinedu Ahunanya · Remote Customer Support & Virtual Assistant · Page 3 ■ Customer Service Excellence ■ Digital Marketing 101 ■ IT Training Certificate LinkedIn Learning LinkedIn Learning Digital Witch Support Community Apr 2022 Apr 2022 2021 HIRE ME Ready to Start Immediately Available full-time during U.S. business hours. Reliable, proactive, and professional — reach out today. ■ Available Now · Full-Time · EST / PST Hours ✉-· ■ - · ■ Port Harcourt, Nigeria (UTC+1) Emmanuel Chinedu Ahunanya · Remote Customer Support & Virtual Assistant · Page 4