Maduka Olivia

MADUKA OLIVIA CUSTOMER SUPPORT REPRESENTATIVE /ADMINISTRATIVE SUPPORT SUMMARY Customer Service Representative with proven experience in high-volume customer support, issue resolution, and CRM management. Skilled in handling inquiries across phone, email, and live chat while maintaining high customer satisfaction. Organized, efficient, and ready to deliver seamless support in remote environment. WORK EXPERIENCE Customer Support Representative – Mainservice Logistics(Remote) Jun 2025 – Dec 2025 ●​ Resolved 3,000+ customer inquiries across phone, email, and live chat over 6 months, maintaining 95%+ customer satisfaction through efficient issue resolution ●​ Processed 150+ customer orders weekly through CRM system with 99% accuracy, ensuring seamless fulfillment and on-time delivery ●​ Conducted 100+ proactive outbound calls weekly to gather customer feedback and assess service quality, contributing to continuous improvement initiatives ●​ Handled payment confirmations and generated customer invoices to support accurate billing ●​ Collaborated with cross-functional teams to troubleshoot complex issues and deliver timely resolutions that exceeded customer expectations Administrative Assistant – Ductmark Integrated (Contract) 2025 ●​ Nov 2024 – March Managed calendars and coordinated scheduling for executives, ensuring accurate appointment tracking and zero conflicts ●​ Organized and digitized 200+ company documents, improving retrieval efficiency by 30% and ensuring accurate recordkeeping ●​ Performed data entry and maintained databases with 99% accuracy, supporting seamless information flow across departments ●​ Coordinated inter-departmental communication and supported daily operations SKILLS Customer Support: Phone, email, live chat support , Client relationship management , Issue resolution , Adaptability, Time Management, CRM systems, High-volume inquiries, Customer satisfaction, AI chatbot setup for customer support Administrative & VA Skills: Email & calendar management, Appointment setting, Executive support, Task coordination, Travel Planning, Workflow Automation, Data entry & CRM management. Tools & Platforms: CRM systems, Gmail, Google Calendar, Slack, Intercom, HubSpot, Trello, Asana, ClickUp, Monday.com, Mailchimp, Canva, zendesk, freshdesk, Google meet, Microsoft office, Google workspace. CERTIFICATIONS Technical Support Fundamentals – Google / Coursera IT Support & Digital Tools Training – Digital Witch EDUCATION Bachelor of Science in Physiology Ebonyi State University 2018 – 2022