Kelvin Uchenna

KELVIN UCHENNA CUSTOMER SUPPORT SPECIALIST || CUSTOMER SUPPORT PROFESSIONAL Cross River, Nigeria || - ||- SUMMARY Proactive Customer Support Specialist with a proven ability to deliver exceptional client satisfaction and streamline service operations. Skilled in managing high-volume customer interactions, resolving complex inquiries with efficiency, and fostering positive relationships to drive customer loyalty. Experienced in utilizing CRM systems, data analysis, and workflow optimization to enhance operational efficiency and service delivery. Recognized for exceptional communication, professionalism, and a solutions-oriented approach in resolving customer concerns while achieving business objectives. Adept at identifying customer needs, implementing effective support strategies, and contributing to overall team success. A dedicated team player committed to excellence in customer service and achieving measurable results. SKILLS • CRM Tools: Zendesk, Freshdesk, Intercom, Zoho CRM, HubSpot, Pipedrive, • Project Management: Trello, Asana, Monday.com, Calendly • Communication Tools: Slack, Zoom, Google Workspace, Microsoft Office Suite • Customer Support: Customer Service, Issue Resolution, SLA Adherence, Knowledge Base Management, Ticketing System, Live Chat and Social Media Management, Phone Etiquette, Phone and Email Support • Soft Skills: Empathy, Active Listening, Problem Solving, Critical Thinking, Workflow Optimization and Efficiency • Sales and Telemarketing: Sales, Lead Generation, Telemarketing Campaigns, Customer Advocacy PROFESSIONAL EXPERIENCE Virtual Assistant Edlom Consulting | 02/2023 – 10/2024 • Improved First-Contact Resolution (FCR) rates by 20% while managing over 300 monthly client interactions. Exceeded SLA adherence metrics, enhancing CSAT scores by 15% and reducing churn. • Launched and executed targeted telemarketing campaigns, generating 500+ qualified leads over 8 months with a 30% conversion rate resulting in business growth. • Optimized workflows by automating administrative tasks, including email management, data entry, and CRM updates, increasing efficiency by 20%. • Collaborated with cross-functional teams to enhance customer retention by analyzing churn trends and implementing strategies that boosted NPS by 10%. KEY ACHIEVEMENTS • • • • • Enhanced Operational Efficiency: Streamlined administrative processes and automate routine tasks, significantly reducing turnaround time and increasing overall productivity. Improved Customer Satisfaction: Delivered personalized and responsive customer service, increasing customer satisfaction and retention rates. Optimized Scheduling & Coordination: Managed complex calendars, meetings, and appointments for executives and clients, ensuring seamless coordination and preventing scheduling conflicts. Data Management & Reporting: Organized and maintained customer data precisely, generating regular reports that informed business decisions and improved service delivery outcomes. Telemarketing Success: Generated over 500 qualified leads within 8 months (March–October 2023), achieving a 30% conversion rate through targeted telemarketing campaigns. Customer Support Agent Digital Witch Community | 05/2021 – 01/2023 • • • • • • • Issue Resolution: Resolved 95% of customer inquiries within 24 hours, achieving a 15% improvement in customer satisfaction (CSAT) and reducing escalation rates by 20%. Community Engagement: Facilitated connections and interactions within the global professional community, fostering networking opportunities and peer collaboration. Student Support and Guidance: Guided 300+ students through enrollment and technical onboarding, ensuring a seamless start to courses. Feedback Management: Gathered and analyzed feedback from students to improve learning experiences and ensure satisfaction with immersive, hands-on training programs. Soft Skills Advocacy: Conducted 10+ soft skills workshops, resulting in a 25% improvement in students’ job interview success rates. Technical Assistance: Delivered prompt solutions to technical challenges faced during online classes and practical sessions, ensuring uninterrupted learning. Student Success Monitoring: Tracked student progress, providing encouragement and solutions to help them achieve their learning goals. KEY ACHIEVEMENTS • • • Improved Student Satisfaction: Improved student satisfaction rates by effectively resolving 95% of inquiries within 24 hours using CRM tools (e.g., Zendesk, Freshdesk) and social media platforms like Facebook, Twitter, and WhatsApp to streamline communication. Boosted Engagement: Increased engagement among 500+ students by 30% within 6 months by implementing LinkedIn-based outreach campaigns. Streamlined Support Processes: Developed and implemented a more efficient support ticketing system in a CRM platform, reducing response times by 20% and enhancing overall service delivery. • • • Technical Issue Resolution: Resolved over 300+ technical challenges faced by students during live sessions, providing solutions through WhatsApp support channels and CRM platforms to ensure uninterrupted learning. Feedback Utilization: Gathered and analyzed feedback from students through surveys and direct communication on social media and CRM tools, collaborating with training teams to enhance platform functionality and user experience. Enhanced Learning Outcomes: Contributed to a 25% improvement in course completion rates by actively monitoring student progress and providing personalized guidance via LinkedIn and CRM tools. EDUCATION & CERTIFICATION Bachelor of Science in Science Laboratory Technology | 2024 University of Calabar Professional Courses | 2022 • Reasoning across the Disciplines |The University of North Carolina, Chapel Hill Udemy | 2022 • Customer Support Specialist • Virtual Assistant • Technical Support • Project Management