Onuoha Chinwoke Judith

Chinwoke Judith (Chukwuneke) Onuoha Linkedin| Remote UTC+1 PROFESSIONAL SUMMARY Customer Service & Operations Professional with 8+ years of experience managing high-volume inquiries and optimizing service workflows. Expert in CRM case management, cross-functional coordination, and issue resolution. Proven track record of handling up to 20-100 daily inquiries while improving response times by 70% and sustaining a 95% CSAT rating through structured service tracking. SKILLS • • • • • • • • • Customer Retention Attention to details Customer Support and Success (Call, Chat. Email) Ticketing systems & Issue Tracking Ability to stay calm under pressure File & Data Management Strong Communication Skill Lead Generation Inbound and Outbound Calls PROFESSIONAL EXPERIENCE Loan Recovery and Client Support Officer | Mega Credit Mar 2025 – Nov 2025 • • • • Successfully managed high-stakes repayment cases, utilizing structured communication to negotiate and secure recovery agreements with delinquent borrowers. Maintained rigorous records of recovery activities, effectively triaging and escalating complex cases to internal teams to ensure prompt resolution. Maintained high customer satisfaction under pressure by staying calm, professional, and solution-focused during high call volume periods. Streamlined account tracking processes, resulting in improved recovery performance and more accurate status monitoring of high-risk accounts. Customer Support and Service Coordinator | Avery Nigeria Limited April 2023 – Feb 2025 • • • • • • • • Improved response accuracy by 70% by proactively checking CRM data and contacting carriers/drivers when real-time updates were unavailable. Supported compliance and best practices in transportation logistics by applying industry knowledge and ensuring accurate communication of delivery processes. Improved operational efficiency by 20% by multitasking effectively, prioritizing urgent requests, and coordinating with sales for cancellations. Handled 50+ inbound calls daily with 95% resolution rate by providing accurate updates on order status, pickup/delivery times, and driver details using CRM systems. Acted as the primary liaison between Sales, Operations, and Logistics, driving team success in meeting 100% of monthly service targets. Reduced escalation rates by 25% by applying strong problem-solving and conflict resolution skills when managing irate or high-priority customers. Developed service-quality reports identifying recurring product/service bottlenecks, providing actionable data for management-level process improvements. Enhanced communication flow between drivers, customers, and internal teams by ensuring timely updates and clear information exchange. Customer Support Specialist | Avery Nigeria Limited Jan 2016 – April 2023 • Maintained a consistent 95% customer satisfaction (CSAT) rating while managing a highvolume workload of 20–100 daily inquiries across omnichannel platforms (email, phone, in-person). • Ensured 100% accurate documentation in CRM systems by recording call details, updates, and resolutions with strong attention to detail. • Managed CRM data for 500+ active/prospective clients; processed over 1,000 annual invoices/quotations with 100% documentation accuracy. • Implemented a proactive follow-up system that improved customer retention and drove a 60% increase in repeat purchase rates. • Orchestrated 50+ annual client/internal meetings, serving as the central point of contact to resolve complex delivery and service complaints. Sales and Administrative Support Officer | European Soaps and Detergent Limited Nov 2013 – Aug 2014 • Managed high-volume order fulfillment, processing 600+ weekly distributor orders and ensuring precise documentation of invoices and purchase orders. • • Prepared daily performance reports for 5 regional sales teams, providing management with real-time visibility into sales trends and distributor behavior. Streamlined communication between sales and logistics departments to eliminate bottlenecks in order delivery and service resolution. EDUCATION B.Sc. Accounting – Imo State University, Owerri CERTIFICATIONS • • • • Tech Sales On demand Digital Skills & IT Support – Digital Witch Technical Support Fundamentals – Coursera NIM – Management TOOLS & SOFTWARE • • • • • Automation and Productivity: Microsoft Suite (Word, Excel, Power point), Google Suite, Zapier CRM Tools: Freshdesk, Zendesk, HubSpot, Salesforce, Pipedrive Project Management: Trello, Asana, Monday.com Communication Tools: Microsoft Teams, Slack Scheduling Tools: Calendly, Google Calender LANGUAGES English – Fluent (professional communication) REFERENCES Available Upon Request