Ezurike Chikodili Evans

EZURIKE CHIKODILI EVANS Abuja, Nigeria PROFESSIONAL SUMMARY Client Success and Customer Support Specialist with 6+ years of experience managing inbound and outbound communications in remote call center environments. Skilled in handling billing inquiries, resolving account issues, applying retention strategies, and maintaining accurate CRM documentation. Proven ability to meet performance KPIs including call quality, productivity, and client-facing time. Experienced in Salesforce, Slack, and Zoho systems with strong attention to compliance, data accuracy, and customer satisfaction. CORE COMPETENCIES • • • • • • • • • • Inbound & Outbound Customer Support (Phone, Email, Chat) Billing Inquiries & Payment Plan Assistance Collections & Overdue Account Follow-Up Client Retention & Cancellation Handling Account Research & Case Resolution CRM Management (Salesforce, Zoho) KPI & Productivity Target Achievement Call Quality & Compliance Standards Conflict Resolution & De-escalation Accurate Documentation & Record Updating PROFESSIONAL EXPERIENCE Technical Support Representative DirectLine (Remote) April 2023 – January 2026 • Managed high-volume inbound and outbound customer interactions via phone and chat, resolving service and account-related concerns. • • • • Investigated client issues thoroughly, researched solutions, and ensured accurate case documentation in CRM systems. Assisted customers with billing clarifications and service plan adjustments. Applied retention techniques to prevent service cancellations and improve customer loyalty. Consistently met call quality standards, client-facing time requirements, and productivity KPIs. Customer Support & Tax Services Representative TurboTax – GigCx Platform (Remote) January 2023 – April 2023 (Seasonal) • • • • Provided inbound support assisting clients with account access, payment concerns, and service navigation. Explained billing charges clearly and guided customers through payment-related inquiries. Handled sensitive financial information while maintaining strict compliance and confidentiality standards. Achieved high CSAT scores and met productivity and call handling metrics during peak season. Customer Service Representative Arise (Remote) January 2022 – December 2023 • • • • • Managed inbound and outbound calls addressing billing issues, service concerns, and account inquiries. Conducted follow-ups on pending cases and overdue matters to ensure account resolution. Applied structured retention strategies to reduce cancellations and maintain active accounts. Updated client records accurately in CRM systems to ensure continuity of service. Maintained above-target performance in call quality, productivity, and customer satisfaction metrics. Customer Service Representative LiveOps (Remote) February 2020 – January 2022 • • • • Conducted outbound follow-up calls for billing inquiries and customer re-engagement. Assisted customers with order processing, account updates, and payment-related concerns. Documented all interactions thoroughly in CRM platforms. Consistently met call volume and quality benchmarks. Call Center Agent Pizza Hut Call Center (Hybrid) December 2018 – February 2020 • • • Handled inbound calls related to billing, order discrepancies, and complaints. Resolved customer concerns efficiently while maintaining professionalism under pressure. Updated order and account information accurately in system databases. TECHNICAL SKILLS • • • • • • • Salesforce CRM Zoho CRM Zendesk Hodu (VoIP familiarity & call systems) Slack & Zoom Microsoft Office Suite Google Workspace PERFORMANCE HIGHLIGHTS • • • • Consistently met or exceeded KPIs for call quality and productivity Strong experience managing sensitive financial and account information Skilled in de-escalating cancellation requests and improving retention outcomes High adaptability in remote, performance-driven environments EDUCATION M.Sc. Environmental Resource Management Nasarawa State University, Keffi -) Post Graduate Diploma in Remote Sensing & GIS African Regional Centre for Space Science and Technology Education -) B.Sc. Botany and Plant Biology Nnamdi Azikiwe University, Awka -)