Onyinye Celina Okonkwo

Email & Live Chat Support – Respond to customer inquiries, resolve complaints, provide product guidance, and maintain a friendly, helpful tone using tools like Zendesk, Freshdesk, Intercom, and HelpScout.

🗂️ CRM Management – Keep customer records clean, updated, and categorized using HubSpot, Freshdesk, Zendesk, and Salesforce.

🔄 Ticket Handling & Escalation – Manage tickets from start to finish, troubleshoot issues, escalate when necessary, and ensure timely resolution.

🎯 Customer Relationship Building – Improve customer loyalty through empathy, professionalism, and clear communication.

📈 Performance Monitoring – Track KPIs such as response time, ticket volume, and satisfaction scores to suggest process improvements.