Onuoha Chinenye Clement

ONUOHA CHINENYE CLEMENT Customer Support Specialist | Chat Support Agent | Business Development Officer -/ - LinkedIn Professional Summary Enthusiastic and detail-oriented Customer Support Specialist with over 2 years of experience delivering high-quality support via phone, email, and chat in fast-paced, SaaS and servicedriven environments. Proven expertise in troubleshooting, resolving technical issues, and providing proactive guidance to enhance customer satisfaction. Proficient in using Zendesk, Intercom, HubSpot, and CRM tools to streamline communication and ensure excellent customer experiences. A tech-savvy team player with a passion for problem-solving, and a solid track record of reducing complaints, increasing retention, and improving support operations. Eager to contribute to a dynamic team like Lodgify’s and help customers succeed with vacation rental management solutions. Core Skills & Tools * Customer Support (Email, Chat & Phone) * Technical Troubleshooting & Problem Resolution * Zendesk | Intercom | Freshdesk | HubSpot | Calendly | Zoom * CRM Systems & Ticketing Tools * Vacation Rental/Travel Tech Understanding * Multitasking in Fast-Paced Environments * Time Management & Prioritization * Conflict Resolution & Escalation Handling * Microsoft Office Suite | Google Workspace * Active Listening | Clear Communication | Empathy * Weekend Availability | Remote Work Adaptability Professional Experience Customer Support Specialist Remote February 2022 – December 2024 * Delivered high-quality support through live chat, email, and phone for over 1200+ customers, achieving a 25% increase in positive customer feedback through proactive issue resolution and empathy-driven communication. * Diagnosed and resolved account-related issues and service requests, reducing response times by 20% through efficient CRM usage (Zendesk). * Provided step-by-step guidance to users on navigating systems and understanding account features, improving customer retention rates. * Identified and reported recurring technical issues to development teams for continuous improvement, helping reduce complaint escalations by 10%. * Collaborated cross-functionally with other departments to resolve complex queries, enhancing customer satisfaction scores. * Maintained thorough documentation of interactions to ensure data accuracy and continuity of service. Business Development Officer / Customer Support Specialist Remote November 2021 February 2019 – * Generated qualified leads through targeted outreach to schools using Apollo.io and email campaigns, increasing client onboarding by 30%. * Resolved fabric, pricing, and order inquiries with tact and technical detail, building long-term relationships with school administrators. * Tracked support tickets and lead status using CRM systems, ensuring follow-ups and conversion tracking were prompt and accurate. * Provided post-sales support for product issues, strengthening client trust and boosting referral rates. * Partnered with the internal team to refine sales processes and enhance customer experience strategies. Education Michael Okpara University of Agriculture, Umudike B.Sc. Biochemistry 2017 Certifications & Training On Demand IT Skills Certification Digital Witch IT Support Community Technical Support Fundamentals Coursera Technical Proficiencies CRM Tools: Zendesk, Intercom, Freshdesk, HubSpot, Apollo.io Platforms: Microsoft Office, Google Suite, Zoom, Calendly, LinkedIn, Dropbox, Trello Ticketing Systems | Social Media Communication | Remote Support Systems -