Okeke Gift Onyinyechi

OKEKE GIFT ONYINYECHI CUSTOMER SUPPORT SPECIALIST Phone Number:- Email:- I am an empathetic and tech-savvy Customer Support Specialist with 3+ years of experience delivering excellent customer experiences across digital channels. I specialize in resolving customer issues efficiently, improving satisfaction rates, and building lasting relationships through personalized, timely, and human-centered support. I provide a range of services designed to support, engage, and retain customers in a scalable and empathetic way. Here’s a list of support-related services I offer: Multichannel Customer Support: Handling queries across email, chat, and social media platforms Customer Onboarding & Training: Guiding new customers through setup and usage CRM & Helpdesk Management: Tracking tickets, following up, and closing loops Customer Feedback & Insights: Collecting, analyzing, and improving based on feedback Documentation & Knowledge Base Creation: Helping customers help themselves faster Tech-Savvy Troubleshooting: Resolving product-related issues and working cross-functionally CORE SKILLS & EXPERTISE Customer Relationship Management Email & Live Chat Support Technical Troubleshooting Client Onboarding & Training Conflict Resolution & Empathy Knowledge Base & Documentation Time Management & Prioritization CRM & Ticketing Tools Feedback Collection & Analysis Remote Collaboration Tool KEY ACHIEVEMENTS Developed and implemented efficient workflows for handling customer inquiries, reducing response time, and increasing resolution efficiency. Designed and rolled out a comprehensive onboarding and training program for new support agents, ensuring consistent service delivery. Introduced a feedback loop system to gather insights from customer interactions, leading to continuous service improvement and increased customer satisfaction scores. CONVERSANT TOOLS CRM & Helpdesk HubSpot | Freshdesk | ClickUp Communication & Outreach Slack | Mailchimp | Gmail | Zoom | Lemlist Documentation & Forms Notion | Google Docs | Jotform | Typeform Feedback & Survey Tools Google Forms | Typeform | SurveyMonkey Project & Task Management ClickUp | Trello | Asana | Google Workspace Strategically managed support resources and tools to maximize team productivity and maintain cost-effective operations. Created and implemented crisis communication protocols to ensure team alignment and customer reassurance during service disruptions or escalations. Collaborated cross-functionally with product and engineering teams to relay customer pain points, resulting in key feature updates and enhanced user experience. PROFESSIONAL EXPERIENCE ONCOSECOND LIMITED: Customer Support Specialist [Remote] November 2023 – January 2025 Oncosecond is a brand that empowers cancer patients with personalized second opinions and medical decision support. Managed customer inquiries across multiple channels, ensuring timely and compassionate responses. Resulted in a 95% customer satisfaction rate. Built a customer onboarding journey for new users, leading to a 40% decrease in churn during the first 3 months. Migrated customer data into a centralized CRM (ClickUp & HubSpot), improving case follow-up time by 35% and boosting conversion rates by 20%. Collaborated cross-functionally to resolve escalated customer issues and tech bugs, reducing resolution time by 30%. Designed internal documentation and SOPs for the support team, improving team response efficiency and reducing errors. Engaged regularly with customers on social media and in online communities, increasing customer trust and brand visibility. Tools Used: HubSpot, Click Up, Mailchimp, Slack, Trello, Google Forms EMPOWERING CAREERS LIMITED: Customer Support Agent [Remote] Empowering Careers is a brand that bridges the gap between talents and opportunities through non-traditional Virtual job fairs. Making hiring seamless February 2024 – Present Served as the first point of contact for community inquiries, ensuring timely responses via email, social media, and chat. Achieved a 90% satisfaction rate from community members. Created an intuitive FAQ and support flow for job seekers, reducing repetitive inquiries and improving resolution time by 35%. Provided live support during virtual events, helping attendees resolve access issues and navigate platforms, contributing to the 80% success rate of the Job Fair. Monitored and analyzed community sentiment and feedback, escalating product or platform issues to relevant teams for resolution. Built and sent out SEO-optimized newsletters and announcements, driving a 30% increase in traffic to the website and event pages. Produced helpful and informative content (videos, blog posts, and social graphics) that improved user understanding and reduced support tickets. Tools Used: Mailchimp, Google Forms, Facebook Ads, Canva, Hootsuite, WhatsApp, Gmail, Trello, Zoom MULTIPLE SCLEROSIS AWARENESS IN NIGERIA: Customer Support & Community Onboarding Specialist [Remote] March 2022 – January 2025 A non-profit organization dedicated to educating the public on Multiple Sclerosis (MS) and providing safe, affordable care to those affected in Nigeria. Addressed inquiries, concerns, and feedback in a timely and professional manner, contributing to a 50% growth in active followers and increasing trust in the platform. Designed and implemented a new member onboarding process, including welcome messages, guides, and community walkthroughs, resulting in a 40% improvement in member retention. Created and maintained a support response SOP to ensure fast, consistent replies and effective escalation procedures during sensitive inquiries or health-related crises. Proactively monitored comments and messages, resolving conflicts and flagging urgent issues. Successfully managed a potential public relations crisis within 24 hours, preserving the organization’s positive sentiment. Contributed to the success of a 5x ROI social awareness campaign, managing queries and feedback during the paid campaign period, and supporting participant onboarding. Tools Used: Facebook, Instagram, Twitter, LinkedIn, Canva, Trello, WhatsApp, Google Forms, Hootsuite, Gmail, Zoom TRAINING & CERTIFICATIONS CUSTOMER-CENTERED DIGITAL MARKETING – HubSpot Academy Trained in creating customer-focused campaigns and support content that enhances user experience across digital touchpoints. GOOGLE ANALYTICS FOR CUSTOMER INSIGHTS – Google Analytics Academy Skilled in tracking and interpreting user behavior to improve customer journeys, identify pain points, and enhance satisfaction. EMAIL MARKETING FOR ENGAGEMENT & RETENTION – HubSpot Academy Certified in email sequence design and automation to support onboarding, nurture customers, and resolve queries with timely updates. SOCIAL MEDIA MANAGEMENT CRASH COURSE – SEMRUSH Academy Learned social listening and engagement strategies to provide fast, empathetic, and informative support via social channels. INSPIRING LEADERSHIP THROUGH EMOTIONAL INTELLIGENCE – Coursera Strengthened interpersonal and communication skills needed for resolving conflicts, de-escalating issues, and fostering meaningful customer relationships. EDUCATION B.Art. English (2nd Class upper) Imo State University MY RESOURCES Customer Support Strategy Template A customizable template to help businesses create their customer support goals, define key metrics (e.g., response time, CSAT), and assign support workflows. Top 10 Customer Support Techniques to Streamline Operations A short actionable guide covering things like support automation, ticket tagging, knowledge base optimization, CRM usage, and proactive support tips. Support Communication Templates Pack Pre-written email and chat response templates for onboarding new users, handling complaints, followups, and thank-you messages. Customer Support SOP (Standard Operating Procedure) Template A structured SOP for handling support tickets, escalations, onboarding new customers, and handling refund or complaint processes. Conflict Resolution Cheat Sheet – Customer Edition A quick-reference sheet with scripts and frameworks for handling angry customers, de-escalating situations, and using empathy effectively