Onyinye Oyeoka

ONYINYE OYEOKA Customer Success & Support Operations Professional | Remote PROFESSIONAL SUMMARY Results-driven Customer Success and Support Operations Professional with 6+ years of experience leading high-performing service teams, implementing helpdesk systems, and driving measurable improvements in customer satisfaction, retention, and resolution efficiency. Proven track record of achieving 95%+ CSAT scores, managing 60+ daily customer interactions across multichannel platforms (email, live chat, phone), and deploying CRM and ticketing solutions that reduce escalations and improve SLA compliance. Skilled in Freshdesk, Google Workspace, workflow automation, and team coaching. Adept at translating customer feedback into actionable process improvements that align with business objectives. PROFESSIONAL EXPERIENCE Head of Customer Service - Eat & Smile Restaurant Aug 2023 - Apr 2024 Enugu, Enugu State - Trained and mentored a 10-member front-line service team, establishing performance benchmarks that improved overall team productivity by 25% within the first quarter. - Maintained a 95% customer satisfaction (CSAT) score and drove a 20% improvement in satisfaction metrics through proactive CRM management and complaint resolution protocols. - Reduced average customer response time by 30% by streamlining escalation workflows and standardizing first-contact resolution procedures. - Increased customer retention rate by 35% through structured follow-up programs, loyalty engagement initiatives, and proactive outreach campaigns. - Managed staff scheduling, shift coordination, and daily service operations with 100% schedule accuracy across a 7-day operation. - Monitored KPIs and performance dashboards weekly, generating reports for senior management on service quality trends and team output. Sales & Customer Support Team Lead - Ibiza Feb 2022 - May 2023 Awka, Anambra State - Led and coached a 4-member blended sales and support team, sustaining 95%+ customer satisfaction across all service channels. - Handled 60+ daily customer interactions via live chat, email, and inbound/outbound phone - consistently achieving a 98% satisfaction rating. - Streamlined ticket triage, feedback loops, and escalation pathways, cutting average resolution time by 30% and reducing repeat contact rate. - Increased repeat sales and upsell revenue by 15% through strategic follow-up sequences, cross-sell recommendations, and relationship-based customer care. - Optimized internal documentation, records management, and CRM data hygiene, improving team workflow efficiency by 25%. - Supported full customer lifecycle management, including onboarding, appointment scheduling, order processing, and post-sale support. Career Break - Family Caregiver Feb 2020 - Feb 2022 Full-time caregiver for a family member. Maintained professional development through online learning and skills training during this period. Administrative & Client Services Assistant - Apex Business Solutions Jun 2018 - Feb 2020 Port Harcourt, Rivers State - Provided administrative and client-facing support for a business consulting firm, serving as the first point of contact for walk-in clients, phone inquiries, and email correspondence. - Maintained client records, appointment schedules, and follow-up logs using Google Workspace tools (Gmail, Google Calendar, Google Sheets), improving team coordination by 30%. -​ Prepared weekly activity reports, meeting minutes, and service summaries for management review, ensuring timely and accurate documentation. -​ Coordinated client onboarding paperwork, data entry, and intake processes, reducing onboarding time by 20% through template standardisation. -​ Assisted the sales team with lead tracking, proposal preparation, and client relationship management activities. PROJECT EXPERIENCE Customer Support System Implementation Specialist - Freshworks - Freshdesk (Monella Project) Jan 2026 -​ Architected a multi-department Freshdesk helpdesk environment - covering Customer Support, Technical Support, Billing, and Sales - that improved ticket routing efficiency by 40% and significantly reduced average resolution time. -​ Developed 150+ comprehensive knowledge base articles enabling self-service support, increasing customer self-resolution rates by 35% and decreasing inbound ticket volume by 25%. -​ Implemented advanced workflow automation rules, SLA policies, and a live chat support widget, boosting ticket submission speed by 50% and improving real-time user engagement across all support channels. Customer Support Operations Assistant - Otanwa Nigeria PLC - Google Workspace Implementation Sep 2025 -​ Supported the rollout of Google Workspace (Gmail, Drive, Meet, Calendar, Docs) across the organization, delivering end-user onboarding documentation and training materials. -​ Created step-by-step user guides and FAQs, reducing IT support tickets related to Workspace adoption by 30% in the first two months post-deployment. -​ Liaised between the technical implementation team and end users to capture feedback, troubleshoot adoption barriers, and ensure SLA-aligned go-live timelines. EDUCATION Bachelor of Technology (B.Tech.) - Biomedical Technology University of Port Harcourt, Rivers State, Nigeria CORE COMPETENCIES & SKILLS CRM & Helpdesk Tools: Freshdesk, Zendesk, Google Workspace, HubSpot CRM Customer Success: CSAT & NPS Management, Customer Retention, Churn Reduction, SLA Compliance, Customer Journey Mapping Support Operations: Multichannel Support (Email, Live Chat, Phone), Ticket Management, Escalation Management, Workflow Automation Team Leadership: Team Coaching & Training, Performance Monitoring, KPI Reporting, Shift Scheduling, Capacity Planning Communication: Conflict Resolution, De-escalation, Client Onboarding, Appointment Scheduling, Virtual Assistance Project Management Tools: Trello, Monday.com, Asana (working knowledge), Task Tracking, Workflow Management Productivity & Admin: Data Entry, Calendar Management, Report Writing, Google Docs/Sheets/Slides, Microsoft Office CERTIFICATIONS & PROFESSIONAL DEVELOPMENT -​ In-Demand IT Skills Training Certification - Digital Witch Support Community -​ Google Workspace Certification - Google (In Progress) -​ Customer Service Excellence - LinkedIn Learning