Franklin Ugochukwu

Franklin Ugochukwu 1234 Maple Street, Portland, OR 97205| -|-Dynamic Remote Virtual Assistant Driven professional with 5+ years of experience delivering exceptional customer support in fast-paced remote environments. Adept at resolving complex inquiries, boosting customer retention by 30%, and maintaining 95%+ satisfaction scores. Skilled in leveraging CRM tools, omnichannel platforms, and emotional intelligence to turn challenges into loyalty. Thrives in autonomous settings while collaborating seamlessly with distributed teams. CORE COMPETENCIES - Expert in omnichannel support (email, chat, phone, social media). - Proficient in CRM platforms (Zendesk, Salesforce) and remote collaboration tools (Slack, Teams). - Skilled in conflict resolution, de-escalation, and empathetic communication. - Bilingual support (English/Spanish) with a focus on customer retention. - Technical troubleshooting and product advocacy in fast-paced environments. - Self-directed work ethic with proven success in remote, high-volume settings. Education Denver Community College Degree / Date of Graduation Associate Degree in Communication Studies| Graduated 2020 Professional Experience TechSolutions Inc.| May 2022 – Present - Resolved 70+ weekly customer inquiries via chat, email, and phone, achieving a 98% satisfaction rate and 15% upsell conversion. - Spearheaded a knowledge base overhaul, reducing average ticket resolution time by 25% (from 12 to 9 minutes). - Trained 10+ new hires on CRM best practices and remote collaboration tools, improving team productivity by 20%. - Collaborated with cross-functional teams to escalate technical bugs, resulting in a 40% reduction in recurring issues. Customer Support Specialist (Remote Contract). GlobalEcom LLC* | Jan 2021 – Apr 2022 - Managed 100+ daily interactions across social media and live chat, boosting brand reputation scores by 35%. - Developed a customer feedback loop that informed 3 product updates, increasing retention by 25%. - Automated FAQ responses using Zendesk macros, cutting repetitive inquiries by 50%. - Recognized as “Top Performer” for 6 consecutive months for exceeding KPIs in resolution time and satisfaction. Awards and Acknowledgements Zendesk Certified Support Administrator | 2023 - Salesforce Essentials for Customer Service | 2022 - Remote Work & Virtual Collaboration (Coursera) | 2021.