OKECHI JOY CHIWENDU
Customer Service & IT Support Specialist
██████████████ | ██████████████ | ██████████████ | linkedin.com/in/joy-okechi
PROFESSIONAL SUMMARY
Results-driven Customer Service and IT Support Specialist with 7+ years of experience delivering exceptional client experiences across multichannel environments. Certified Google IT Support Professional with advanced proficiency in CRM systems, ticketing tools, and Microsoft Office Suite. Proven track record of reducing resolution times by 20%+, improving operational efficiency, and building lasting client relationships in fast-paced remote settings.
CORE COMPETENCIES
▸ IT Support & Troubleshooting
▸ Multichannel Customer Communication
▸ CRM & Ticketing Systems
▸ Conflict Resolution & Escalation Handling
▸ Data & Records Management
▸ Client Relationship Management
▸ Microsoft Office Suite (Advanced)
▸ Time Management & Multitasking
PROFESSIONAL EXPERIENCE
Lead Generation & IT Support Intern | Internflare — Lagos, Nigeria (Remote) | 2024 – 2025
• Delivered remote desktop IT support to 10+ users weekly, diagnosing and resolving system issues with full documentation in ticketing systems
• Improved support-ticket response efficiency by 20% through implementing a structured tracking and follow-up workflow
• Identified and escalated high-priority bugs to senior engineers, reducing critical resolution time by an estimated 30%
• Maintained 100% data accuracy across all customer records and account information in CRM platforms
Freelance Sales & Customer Support Specialist | Self-Employed — Multiple Clients (Remote) | Jan 2018 – Jan 2025
• Managed multichannel customer inquiries via phone, chat, and email, delivering accurate information and maintaining high first-contact resolution rates
• Processed 50+ weekly transactions with 100% accuracy in order tracking and record-keeping across diverse client accounts
• Applied structured conflict-resolution techniques to de-escalate complaints, achieving a 90%+ client retention rate over 7 years
• Cultivated strong long-term client relationships, driving consistent referral-based business growth
EDUCATION & CERTIFICATIONS
Google IT Support Professional Certificate
Coursera / Google — Completed January 2026 | Troubleshooting, networking, OS support, customer-facing technical assistance
Digital Marketing & Tech Foundations
Digital Witch — Completed 2026
Bachelor of Science, Industrial Chemistry
University of Calabar, Nigeria — Graduated
TOOLS & PLATFORMS
Microsoft Office Suite | Google Workspace | Zendesk | Freshdesk | HubSpot CRM | Zoom | Slack | Trello | Remote Desktop Tools
