KALU KALU ONWUKA
Tel: -|Email- Lagos, Nigeria.
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PROFESSIONAL SUMMARY
Dynamic and results-oriented professional with over 3 years of comprehensive experience in sales, lead generation,
appointment setting, customer service, and IT support. Demonstrated expertise in developing and executing strategies to
drive sales growth, build strong client relationships, and enhance customer satisfaction. Proficient in utilizing CRM
systems and sales tools to identify and nurture leads, streamline appointment scheduling, and deliver exceptional
support. Adept at troubleshooting technical issues and providing effective solutions to ensure smooth operations. A
proven track record of exceeding targets, improving operational efficiency, and fostering positive customer experiences
in fast-paced environments.
CORE COMPETENCIES
Proficiency in using Microsoft Office Suite
Ability to identify and resolve customer service
issues and provide creative solutions
Calendar Management
Administrative Support Skills
Time Management
Attention to details
Email and Phone Handling
Customer Service
Problem-Solving
Technical Proficiency
Maintain a professional demeanor and
handle sensitive information with
discretion
Task Prioritization
Good communication Skill
Document Preparation and Editing
Data Entry and Management
Customer Support Skills
Adaptability Skills
Project management Excellent
Research and Analysis
SKILL HIGHLIGHTS
Proficient in Zendesk, Mailchimp, LiveChat,Salesforce, Apollo.io, Zoho, Pipedrive, Google Suite, , Asana,
Calendly,Monday.com, Trello, Intercom, Freshdesk, Zoom, Loom, Slack, Zapier and other virtual
collaboration tools.
Experienced in performing a wide range of administrative tasks including appointment scheduling,
records management, and data entering.
Excellent organizational and time management skills.
Strong communication skills,both written and verbal.
Detail-oriented with a high level of accuracy.
Ability to multitask and prioritize tasks effectivel
PROFESSIONAL EXPERIENCES
Volunteering – Digital Witch Technical Support Community
May,2024
I dedicated my time to serving as a volunteer within the Digital Witch Technical Support Community. In this role,
I contribute my expertise in various technological areas to provide assistance and guidance to community
members facing technical challenges. Whether it's troubleshooting software issues, offering advice on hardware
configurations,or providing tips on optimizing digital workflows, I leverage my knowledge to support and
empower others within the community. Through active participation and collaboration, I help foster a
supportive environment where individuals can enhance their digital skills and overcome technical obstacles
effectively.
Achievements within the community(Digital Witch Technical Support Community)
Recognized for implementing efficienct solutions within administrative tasks, resulting instreamlined
operations and increased productivity.
Consistently received positive feedback from learners for delivering high-quality service, exceeding
expectations, and maintaining strong professional relationships.
Demonstrated proficiency in utilizing a wide range of virtual collaboration tools such as Asana,
Calendly, ClickUp, Monday.com, Trello, Intercom, Freshdesk, Zoom, Loom, Slack, Zapier, and more,
enhancing community communication and operational efficiency.
Proven ability to adapt quickly to changing priorities and thrive in fast-paced virtual environments,
ensuring tasks are prioritized effectively and deadlines are consistently met.
Played a key role in fostering teamwork and collaboration, contributing ideas and solutions that
positively impacted team performance and project outcomes.
Demonstrated strong problem-solving abilities, effectively addressing complex issues and finding
innovative solutions to overcome obstacles.
CUSTOMER SERVICE SPECIALIST
Onics Standard Limited, Lagos
Jan,2021-March,2024
Successfully handled over 500 customer inquiries and complaints monthly, maintaining a 92% customer
satisfaction rate.
Maintained Service Level Agreements (SLAs) to ensure timely resolution of customer issues, achieving a
compliance rate of 95%.
Developed and maintained a comprehensive Knowledge Base, reducing inquiry volume by 25%, and
introduced a customer feedback loop, improving satisfaction scores.
Employed predefined snippets to streamline communication, achieving a 20% reduction in response
time.
Configured automated notifications within the ticketing system to keep customers informed about the
status of their inquiries.
ICT INSTRUCTOR
AfriHub ICT Institute, Lagos
Aug,2018-Dec,2019
Designed and implemented a comprehensive ICT curriculum that improved student engagement and
learning outcomes, incorporating the latest industry trends and technologies.
Developed and integrated new course modules on emerging technologies, such as cyber security, data
science, and cloud computing, into the existing curriculum.
Achieved a significant increase in student exam pass rates and overall performance by introducing
effective teaching methodologies and hands-on lab exercises.
Mentored students on individual projects and research, resulting in several students winning awards at
regional and national technology competitions.
Conducted professional development workshops and training sessions for colleagues, improving their
knowledge of new technologies and teaching practices.
Created and led training programs for industry professionals seeking to up-skill in ICT areas such as
software development, network administration, and IT project management.
Utilized modern teaching tools and techniques, such as virtual labs, online simulations, and interactive
learning platforms, to enhance the learning experience and accommodate diverse learning styles.
Implemented blended learning approaches combining in-person instruction with online resources,
leading to increased accessibility and flexibility for students.
NETWORK ASSISTANT/IT SUPPORT
University of Agriculture, Benue State
June,2016-July,2017
Successfully optimized network performance by identifying and addressing bottlenecks, resulting in a
significant reduction in latency and a 30% increase in network efficiency.
Implemented advanced monitoring tools to proactively identify and resolve network issues, minimizing
downtime and ensuring reliable connectivity.
Resolved over 90% of support tickets within the designated response time by employing efficient
troubleshooting techniques and comprehensive problem-solving skills.
Diagnosed and fixed complex hardware and software issues, improving overall system stability and user
satisfaction.
Led the seamless upgrade of the organization’s IT infrastructure, including network hardware and
software, which enhanced system capabilities and supported future growth.
Managed the deployment of new servers, switches, and routers, resulting in a more robust and
scalable network environment.
Implemented and maintained effective cyber security measures, including firewall configurations,
antivirus solutions, and regular security audits, reducing security incidents by 30%.
Developed and enforced IT security policies and procedures, ensuring compliance with industry
standards and protecting sensitive data from potential threats.
EDUCATION
Abia State University, Uturu
Information Science
Bachelor of Science (B.SC)
Sept,2012- Feb,2016
National Youth Service Corps(NYSC)
June,2016-July,2017
CERTIFICATION
On-Demand IT Skills
IBM Introduction to Technical Support
Customer Service
Google Security(Entry Level)
IT Basics: Computer Fundamentals
May,2024
June,2024
June,2024
Oct,2023
Aug.2013
