Nwosu Chikamso Paschaline

NWOSU CHIKAMSO PASCHALINE Customer Support Specialist | Remote-Ready Available: WAT (GMT+1) | GMT (LONDON) | EDT/EST (UTC–4/5) PROFESSIONAL SUMMARY Results-driven Customer Support Specialist with 7+ months of experience resolving customer inquiries, managing CRM platforms, and delivering exceptional client experiences across chat, email, and phone channels. Proven ability to troubleshoot complex issues, maintain detailed ticket records, and meet response-time SLAs in fast-paced remote environments. Skilled in HubSpot, Zendesk, Freshdesk, and Intercom, with a demonstrated track record of achieving 97% customer satisfaction. Adept at transforming inquiries into trust-building opportunities and collaborating cross-functionally to drive product improvements and customer retention. PROFESSIONAL EXPERIENCE Virtual Assistant Intern — Customer Experience & Lead Generation Daniekeys Studios (via Afriment Internship Program) | RemoteMar 2025 – Apr 2025 • Conducted structured lead generation research across LinkedIn, Instagram, and Google, delivering 150 qualified prospects across 5 target segments within two weeks. • Responded to inbound client inquiries on behalf of the brand, ensuring timely, professional, and accurate communication in line with SLA expectations. • Maintained detailed CRM records and organized prospect data in color-coded Excel dashboards used by team leadership for outreach prioritization. • Collaborated with Team ATLAS cohort to drive brand visibility initiatives, contributing to content strategy and client engagement workflows. • Identified patterns in prospect responses and surfaced actionable insights to support product positioning and marketing optimization. Virtual Assistant & Customer Support Intern Shop Online New York | RemoteMar 2025 – May 2025 • Managed customer inquiries via email and chat, resolving order concerns, shipping questions, and post-sale issues with accuracy and empathy. • Maintained organized records of customer interactions and ticket resolutions, ensuring thorough documentation for team reference. • Provided product guidance to customers navigating the e-commerce platform, reducing repeat inquiries and improving first-contact resolution rates. • Assisted with inbox and calendar management for leadership, escalating complex issues appropriately and meeting all response-time targets. Administrative Staff Head of Service | Awka, NigeriaAug 2023 – Present • Coordinated incoming and outgoing client correspondence, resolving inquiries and maintaining detailed interaction records with high accuracy. • Supported leadership with scheduling, data entry, and administrative workflows, ensuring operational continuity across departments. • Built and maintained professional relationships with internal and external stakeholders, fostering clear and timely communication channels. Independent Sales & Marketing Consultant Self-Employed | NigeriaDec 2019 – Present • Managed client relationships end-to-end — from inquiry handling to post-sale follow-up — achieving 97% customer satisfaction across engagements. • Upsold products and services by building back client trust, increasing vendor-of-choice engagement from 30% to 60% within key accounts. • Maintained accurate sales records, processed client orders, and resolved service concerns swiftly to preserve long-term customer loyalty. • Developed client-facing communication templates and SOPs to standardize support delivery and reduce resolution time. CORE COMPETENCIES & TOOLS Customer Support Skills • Customer Inquiry Resolution (Chat / Email / Phone) • Ticket Management & SLA Compliance • Complex Problem Troubleshooting & Root Cause Analysis • Post-Sale Support & Product Guidance • Issue Escalation & Cross-Team Collaboration • Customer Satisfaction Optimization (CSAT / NPS) • Complaint Handling & Conflict Resolution CRM & Support Platforms • Zendesk • Freshdesk • HubSpot CRM • Intercom • Trello • Monday.com • Asana • ClickUp • Slack • Google Workspace (Gmail, Calendar, Docs, Sheets) • Zoom • Loom • Calendly • Microsoft Office Suite Soft Skills • Exceptional Written & Verbal Communication • High Learning Agility & Process Improvement Mindset • Strong Attention to Detail & Accurate Data Entry • Time Management, Prioritization & Multitasking • Remote Work Readiness & Self-Directed Work Ethic EDUCATION Bachelor of Science — Sociology & Anthropology Nnamdi Azikiwe University | Awka, Anambra State2019 – 2023 CERTIFICATIONS & TRAINING • Customer Support Skills — Alison (Certified) • IT Support Fundamentals — Alison (Certified) • In-Demand IT Support Skills — Digital Witch Support Community (Certified) • Virtual Assistant & Customer Experience Training — Afriment Internship Program, 2025