Eziokwu Melkam

9736 FOREST LANE, APT 702, DALLAS, US, 75243 •-• - MELKAM EZIOKWU Customer Service Call/Chat Support/ Data Entry PROFESSIONAL SUMMARY Customer Service Call/Chat Support professional with over five years of experience in improving customer satisfaction through the use of CRM software, Office 365, Azure, AWS and Zendesk. Demonstrates a strong ability to efficiently resolve complex issues and streamline communication processes, contributing to team success and fostering customer loyalty. Passionate about using technical troubleshooting skills to drive innovative solutions and enhance customer experiences. EMPLOYMENT HISTORY PRODUCT EXPERT Feb 2025 – May 2025 Turbo Tax Product Expert (GigCx) Remote ⬧ Guided customers in PC navigation, enhancing user satisfaction and product recommendations. ⬧ Contributed to knowledge base updates, improving resource accessibility and accuracy. ⬧ Handled concurrent customer interactions via phone and chat, ensuring seamless communication. ⬧ Clarified product differences and pricing, aiding informed customer decisions. ⬧ Delivered customer service excellence through phone and chat, managing high-volume interactions with professionalism and empathy. ⬧ Supported customers with order inquiries and tax product recommendations, ensuring compliance with company policies. ⬧ Utilized CRM tools and internal knowledge bases for timely issue resolution, improving customer experience and trust. ⬧ Ensured accurate information delivery to assist customers in understanding product features and pricing. ⬧ Demonstrated strong problem-solving and communication skills while guiding users through software navigation. ⬧ Utilized toolkits to efficiently resolve customer queries, boosting service effectiveness. ⬧ Provided empathetic support to customers navigating tax software, fostering trust and enhancing overall user experience. CUSTOMER SUPPORT SPECIALIST Dec 2022 - Jan 2025 Redstone Foods Dallas Texas ⬧ Greet and assist customers, ensuring precise order fulfillment and satisfaction. ⬧ Processed payments efficiently, maintaining accuracy in fast-paced settings. ⬧ Coordinated with the stock team to ensure timely order readiness and operational flow. ⬧ Delivered prompt, customer-facing service, ensuring high order fulfillment accuracy and resolving complex product inquiries. ⬧ Liaised with stock and logistics teams, supporting seamless shipment coordination and supply chain flow. ⬧ Applied attention to detail and analytical thinking to enhance order tracking metrics and improve service levels. ⬧ Utilized Excel for inventory reconciliation and coordinated with internal departments for dispute resolution. ⬧ Help customers with navigating on the website while Built while maintaining strong relationships with customers ⬧ Process customer orders and inquiries, handle complex inquiries, provided researched solutions and maintained composure. ⬧ Communicate with customers over phone email and chat. ⬧ Cultivated strong relationships with customers, enhancing overall satisfaction and loyalty through attentive service and personalized assistance. DATA ENTRY ( REMOTE) Samsung ⬧ Entered and updated data accurately in company systems, ensuring data integrity and confidentiality. Feb 2021 - Nov 2022 Dallas Texas ⬧ Managed customer information, leading to improved database accuracy and operational efficiency. ⬧ Created and maintained spreadsheets for tracking, enhancing data accessibility and organization. ⬧ Transferred data from paper to digital formats, streamlining information retrieval processes. ⬧ Operated office equipment, supporting seamless data entry and administrative tasks. ⬧ Managed remote data entry at Samsung, upholding precise records, punctuality, and continuous learning while refining detail focus. ⬧ Executed remote data entry at Samsung with strict adherence to deadlines, ethical standards, and ongoing professional development. TECH SUPPORT ADVOCATE – OFFICE 365 CONSUMER Feb 2017 - Oct 2020 Tek-Experts Lagos, Nigeria ⬧ Provided advanced technical support to customers, troubleshooting Office 365 and Windows installation issues. ⬧ Managed escalated cases and collaborated with teams to resolve complex technical challenges. ⬧ Ensured customer satisfaction through timely responses and clear communication. ⬧ Assisted in product updates and rollout of new applications. ⬧ Interview clients to gather information useful in providing recommendations and solutions regarding the installation of office applications ⬧ Delivered advanced technical customer support for Office 365 and Windows, resolving escalated issues across multiple channels. ⬧ Utilized ERP and ticketing systems to manage cases, ensuring timely and clear customer communication. ⬧ Collaborated with cross-functional and cross-country teams to address complex challenges and improve service levels. ⬧ Led initiatives for documentation and troubleshooting guides, contributing to knowledge management. CUSTOMER CARE REPRESENTATIVE Mar 2013 - Oct 2016 Contec Global Infotech Lagos, Nigeria ⬧ Addressed customer inquiries, enhancing satisfaction and retention. ⬧ Resolved issues swiftly, boosting service reliability. ⬧ Managed accounts, ensuring precise service delivery. ⬧ Guided users through troubleshooting and improving product usage. ⬧ Analyzed recurring customer concerns to implement proactive support str ⬧ Handled customer queries and account management, ensuring quality of service and efficient issue resolution. ⬧ Partnered with technical teams for complex dispute resolution, improving customer trust and satisfaction. ⬧ Applied product knowledge and effective communication to provide accurate support. ⬧ Identified recurring issues and implemented proactive support strategies, reducing repeat inquiries. ⬧ Partnered with technical teams to resolve advanced product issues, ensuring comprehensive customer support and improved resolution times CUSTOMER CARE REPRESENTATIVE Nov 2010 - Dec 2012 Jumia Lagos, Nigeria ⬧ - Addressed customer inquiries through phone, email, and chat, which improved customer satisfaction and retention. ⬧ - Processed orders and returns, ensuring compliance with service standards and operational efficiency. ⬧ - Escalated unresolved issues to the appropriate departments while maintaining detailed records of all interactions. ⬧ - Increased sales by identifying customer needs and recommending suitable products. ⬧ - Mentored new team members on customer service protocols, consistently achieving exceptional response times and resolution rates across multiple communication channels. ⬧ Responded to customer inquiries via chat, phone, and email, supporting order management and returns in line with policy compliance. ⬧ Escalated unresolved issues and documented all customer interactions using CRM software. ⬧ Delivered personalized support, strengthening customer relationships and boosting retention metrics. ⬧ Mentored new hires, supporting continuous team improvement and quality assurance. ⬧ Created a comprehensive customer interaction documentation system, enabling better issue tracking and reducing repeat customer inquiries PERSONAL ASSISTANT & CUSTOMER ENGAGEMENT Wildflower PR & Coy Nov 2008 - Sep 2010 Lagos Nigeria ⬧ Coordinated meetings, enhancing executive efficiency and time management. ⬧ Boosted client satisfaction through proactive social media interaction. ⬧ Resolved client inquiries, ensuring loyalty and high satisfaction. ⬧ Managed office communications, improving operational efficiency. ⬧ Organized travel logistics, minimizing disruptions. ⬧ Coordinated logistics and communication for executive-level stakeholders, improving operational efficiency. ⬧ Managed customer engagement via social media and direct inquiries, ensuring satisfaction and timely response. ⬧ Delivered administrative support and scheduled tasks using productivity tools like Microsoft Word and Excel. SALES REP Mar 2002 - Nov 2006 Guinness Nig. PLC Lagos Nigeria ⬧ Managed client accounts, exceeding sales targets by 12%, enhancing customer satisfaction. ⬧ Developed strategic sales plans, boosting market share and driving revenue growth. ⬧ Collaborated with cross-functional teams to improve product offerings and customer engagement. ⬧ Analyzed market trends to identify opportunities, resulting in increased sales volume. ⬧ Resolved customer issues promptly, fostering long-term client relationships. EDUCATION B.SC BUSINESS ADMINISTRATION 2004 - 2008 University of Lagos Lagos Nigeria COURSES AGGRESSIVE SALESMANSHIP TRAINING 2003 Guinness Nigeria PLC CUSTOMER SERVICE EXCELLENCE TRAINING 2004 Guinness Nigeria PLC OFFICE 365 & WINDOWS SUPPORT Microsoft Mar 2001 - Jul 2023 SKILLS Customer Service (Expert), Technical Support (Skillful), CRM Software (Experienced), Zendesk (Expert), Microsoft Office (Experienced), Technical Troubleshooting (Experienced), Data Entry (Experienced), Team Collaboration (Skillful), Time Management (Experienced), Event Management (Experienced), Sales (Beginner), Office 365 (Skillful), Windows Support (Experienced). LANGUAGES English (Native), Igbo (Highly proficient), Yoruba (Highly proficient). HOBBIES ⬧ Tech & Digital Tools Exploration – Learning new CRM tools, automation software, or data management platforms to enhance efficiency. ⬧ Problem-Solving Games – Enjoy puzzles, Sudoku, or strategy games that improve critical thinking and attention to detail. ⬧ Writing & Blogging – Sharing insights on customer service trends, workplace efficiency, or data management. ⬧ Online Learning & Certifications – Taking courses in communication, analytics, or IT-related fields. ⬧ Volunteering – Assisting in community service or customer support roles, such as helping with event management or online helplines.