Iwobinkpe Chiamaka Esther

Chiamaka Iwobi-Nkpe Lagos-- Summary Customer-focused and tech-savvy Remote Customer Support Specialist with over 5 years of experience delivering exceptional service to global clients. Proven ability to resolve complex issues with a 98% satisfaction rate using tools like Zendesk and Slack. Adept at working across time zones, managing support teams, and improving internal knowledge bases. Strong multitasker with a track record of improving customer retention and streamlining support processes. Skills • • • • • • • • • Zendesk HubSpot Salesforce Slack Zoom Microsoft Teams Loom Trello Asana • • • • • • • • Notion ClickUp Google Workspace Dropbox GitHub Remote Work Optimization Calendar Management Task Prioritization Experience CFlead July 2024 to January 2025 Customer Service Representative Lagos, Nigeria • Supervised a team of 10 agents, increasing team productivity by 20% through coaching and process optimization. • Improved customer satisfaction ratings by 15% through prompt query resolution and personalized support. • Managed over 50 customer inquiries daily via Zendesk and Slack, maintaining a 98% resolution rate within 24 hours. The Tech Shop December 2023 to July 2024 Technical Support Assistant Lagos, Nigeria • Handled an average of 35 technical queries daily, resolving 92% on first contact. • Developed a searchable internal knowledge base that reduced repetitive inquiries by 15% within six months. • Collaborated with product teams to streamline support processes, reducing ticket resolution time by 30%. Property Planet Properties November 2025 till date Social Media Marketer (contract position) Lagos, Nigeria . Recruiting at least 50 people to subscribe to my content on social media monthly . Running ads and boosting reach . Managing posts and engagements Education and Training Humber College Bachelor of Hospitality and Tourism Management: Hospitality and Tourism Management Ontario ALX Virtual Assistance Course Extracurricular Activities • Open to Remote Opportunities • Comfortable with Global Time Zones • Typing Speed: 75 WPM Certifications • • • • Remote Work Professional Certificate, ALX Zendesk Certified Customer Service Agent PMP - Project Management Professional Microsoft Office Specialist Certification