Grace Ifeanyichukwu Kalu

GRACE IFEANYICHUKWU KALU CUSTOMER SERVICE SPECIALIST Enugu, Nigeria|| Linkedln PROFESSIONAL SUMMARY _________________________________________________________________________________________ Customer-focused professional with over four years of hands-on experience attending to customers in a retail environment. Skilled in resolving inquiries and complaints with professionalism, empathy, and efficiency. Trained in CRM tools including HubSpot, Zendesk, and Freshdesk, with the ability to quickly adapt to new systems and processes. Adept at maintaining positive customer relationships, managing multiple tasks, and delivering high-quality support in a fast-paced environment. SKILLS __________________________________________________________________________________________ ● Strong written and verbal communication for professional customer interactions ● Efficient inquiry and complaint resolution with a focus on customer satisfaction ● Experience managing emails and support tickets using CRM tools (HubSpot, Zendesk, Freshdesk) ● Accurate data management and online research to support customer needs ● Proficient in Google Workspace (Docs, Sheets, Meet) for productivity and collaboration ● Excellent time management and multitasking in fast-paced environments RELEVANT CUSTOMER SERVICE EXPERIENCE __________________________________________________________________________________________ Customer Support Representative–Fabric Store 2016 – 2020 ● Attended to customers daily, providing polite, professional, and personalized service ● Responded to inquiries, resolved complaints, and ensured customer satisfaction ● Explained products clearly and helped customers make informed choices ● Maintained accurate sales records and managed cash transactions efficiently ● Handled multiple customers simultaneously while remaining calm and organized Customer Support Trainee (CRM Tools) 2025 ● Managed simulated support tickets using HubSpot, Zendesk, and Freshdesk ● Responded to customer inquiries and complaints professionally and efficiently ● Logged, tracked, and resolved issues while maintaining accurate records ● Applied problem-solving skills to ensure positive customer experiences ● Quickly adapted to different CRM tools and workflows ● Work Samples: Freshdesk EDUCATION ____________________________________________________________________________________________ Bachelor of Arts (B.A.) in English and Literary Studies University of Nigeria, Nsukka 2021 – 2025 Senior Secondary School Certificate (SSCE) Dee Ultimate Comprehensive High School, Lagos 2017 – 2020 PROFESSIONAL CERTIFICATIONS ___________________________________________________________________________________________ ● Customer Service: Problem Solving and Troubleshooting – LinkedIn Learning (2025) ● Digital Skills Training: Virtual Assistance and Customer Service – Digital Witch Community (2025)