Kingsley Osuji

Kingsley Osuji CUSTOMER SERVICE REPRESENTATIVE PROFESSIONAL SUMMARY Customer Service, Technical, and Administrative Support Specialist with several years of remote experience supporting e-commerce businesses. Expert at resolving account, billing, delivery, and technical issues across chat, email, and phone. Proactive in managing tickets, coordinating operations, and fixing process gaps before they become problems. Known for reducing repeat tickets, meeting SLA targets, and consistently boosting customer satisfaction and retention. SKILLS & TOOLS Clear Written & Verbal Communication De-escalation & Conflict Resolution Customer Retention & Churn Reduction Accurate Case Documentation Task Prioritization SLA Compliance & Escalation Management Work & High-Volume Support Handling Inbound & Outbound Calling Time Management CRM and data management Zendesk Google Workspace Shopify Claude Slack PROFESSIONAL EXPERIENCE CLASSIC GADGETS LTD - E-commerce Nov 2023 - Dec 2025 Customer Service Representative — (Remote) Promoted to team lead in 8 months Handled 80+ daily inquiries via chat, email, and social media, managing customer records and tickets in CRM. Resolved 50+ order, delivery, return, refund, and account issues weekly, maintaining a 95% customer satisfaction rate. Collaborated with logistics to fix 30+ shipment issues monthly, ensuring 100% SLA compliance and timely updates. Mentored 7 new support staff on CRM workflows, ticket handling, and communication best practices. Re-engaged 150+ churned customers through targeted outreach, boosting repeat purchases by 20% and retention. LAUNCHCLOUD LABS Aug 2022 - Sept 2023 Junior Technical Prototyper (Remote) Leveraged AI tools and research methods to troubleshoot technical issues, support product insights, and improve overall customer experience. Thoroughly documented workflows, customer interactions, and task progress to ensure organized, accurate records and smooth team operations. Collected and analyzed data to resolve inquiries efficiently and support project outcomes. Followed detailed project briefs and security protocols while maintaining clear, professional communication with team members PAMTEC LOGISTICS Nov 2020 - May 2022 Customer Service Representative — Remote Documented all customer interactions in Zendesk systems, maintaining clear case ownership and improving internal tracking. Provided proactive shipment updates, improving customer satisfaction and reducing repeat inquiries by 20%. Processed shipping documentation and invoices, maintaining accuracy and compliance. Tracked shipments and monitored inventory to ensure smooth operations and prevent delays. EDUCATION B.Sc. Mass Communication — Imo State University, Owerri (2019) Technical Business Support Training — Digital Witch Academy (2020) Virtual Assistant Training — ALX Africa (2021)