Kingsley Osuji

Kingsley Osuji CUSTOMER SERVICE REPRESENTATIVE PROFESSIONAL SUMMARY Proactive Customer Service and Technical Support Representative with over 4 years of remote experience helping e-commerce and SaaS customers resolve account, billing, delivery, and technical issues. I provide clear, empathetic support across chat, email, and phone, troubleshoot problems efficiently, and follow through to resolution, helping businesses reduce repeat tickets, meet SLA targets, and improve customer satisfaction. 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 Upselling & Cross-Selling Time Management Salesforce / HubSpot Google Workspace Shopify WooCommerce PROFESSIONAL EXPERIENCE CLASSIC GADGETS LTD - (E-commerce) Nov 2023 - Oct 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 Salesforce CRM and Shopify-integrated support systems. Resolved 50 order, delivery, return, refund, and account issues weekly, maintaining a 95% customer satisfaction rate. Collaborated with logistics teams to fix 30+ shipment problems monthly, ensuring 100% SLA compliance and timely customer updates. Optimized HubSpot workflows and Shopify-linked knowledge bases, reducing repeat tickets by 30% and improving response times by 25%. Re-engaged 150+ churned customers through targeted outreach and incentives, increasing repeat purchases by 20% and boosting retention. Mentored 7 new support staff on CRM workflows, ticket handling, and communication best practices. (ZEON) FINTECH SAAS PLATFORM Aug 2022 - Sept 2023 Customer Support Specialist — Remote Troubleshot 50+ login, payment, subscription, and account issues weekly, maintaining 95% SLA compliance. Guided 80+ users weekly through platform features via live chat and email, reducing repeat inquiries by 25%. Escalated 60 technical and API issues monthly to engineering teams, tracking cases through to full resolution. Documented cases accurately in HubSpot systems and provided clear, professional follow-ups. PAMTEC LOGISTICS Nov 2020 - May 2022 Virtual Customer Service Intern — 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)