Peace Akachukwu Iruo

PEACE IRUO. A Customer Support & CRM Automation Specialist Email | LinkedIn PROFESSIONAL SUMMARY Results-driven Customer Support and CRM Automation Specialist with 5+ years of combined experience in customer service, helpdesk support, and workflow automation. Known for empathetic client communication, sharp problem-solving, and strong attention to detail. Proven ability to manage high-volume inquiries, resolve complaints, handle ticket management, and implement CRM systems and automations that reduce manual work and improve client satisfaction. Adept at supporting fast-growing e-commerce brands and remote business operations across live chat, email, and social media channels. CORE SKILLS ➢​ ➢​ ➢​ ➢​ ➢​ ➢​ ➢​ ➢​ ➢​ ➢​ ➢​ ➢​ ➢​ ➢​ ➢​ ➢​ Customer Support & Service Helpdesk Support Ticket Management CRM Management Workflow Automation Order Processing & Fulfillment Complaint Resolution Client Retention SLA Management Live Chat Support Empathy & Active Listening Conflict Resolution Time Management Attention to Detail Cross-functional Collaboration Adaptability TOOLS & TECHNOLOGY ➢​ CRM & Automation: GoHighLevel | HubSpot | Zendesk | Airtable | Monday.com | Make.com | n8n | Zapier ➢​ Communication & Support: WhatsApp Business | Gmail | Slack | ➢​ Productivity: Google Workspace | Microsoft Office (Word, Excel) | Notion | Canva | CapCut | InShot WORK EXPERIENCE AI & CRM Automation Specialist Customer Support Freelance | Remote | November 2025 – February 2026 ➢​ Designed and deployed workflow automations using n8n, reducing repetitive administrative tasks by 35–45% and eliminating manual data entry errors across client operations. ➢​ Structured and optimized CRM pipelines in Monday.com, Airtable, and GoHighLevel, improving lead tracking accuracy by 40% and reducing response time by 30%. ➢​ Integrated email systems with CRM platforms to automate follow-up sequences, increasing lead engagement by 25% and reducing missed follow-ups by 50%. ➢​ Conducted workflow audits for 3+ clients, identifying inefficiencies and delivering automation solutions that improved overall process efficiency by 30%. ➢​ Improved reporting accuracy and task tracking efficiency by 35% through structured automation workflows across client digital systems. Virtual Assistant Intern Afriment | Remote | May 2025 – September 2025 ➢​ Managed customer inquiries, order confirmations, and product issue resolution for 5+ small business clients, maintaining timely and professional communication. ➢​ Drafted and optimized 50+ customer support responses, FAQs, and service update templates, improving response consistency and client experience. ➢​ Coordinated email management, calendar scheduling, and CRM task tracking using Google Workspace, Zendesk, and HubSpot. ➢​ Reduced client response lag by 20% through organized inbox management and priority tagging systems. ➢​ Maintained 100% task completion rate across concurrent client projects in a fast-paced remote environment. Customer Service Representative Chimaco Luxury Hair-world | Lagos, Nigeria | 2019 – 2024 ➢​ Managed 100+ customer inquiries weekly across WhatsApp, Instagram, Facebook, and TikTok, maintaining a 95%+ customer satisfaction rate. ➢​ Processed 100+ orders monthly, tracked deliveries, and coordinated fulfillment, contributing to a 25% increase in repeat purchases. ➢​ Resolved product and shipping complaints with empathy and urgency, implementing personalized follow-up systems that improved client retention by 25%. ➢​ Educated 200+ clients on product care and usage, reducing return rates and increasing positive testimonials used in marketing campaigns. ➢​ Collected and analyzed customer feedback across 4 social platforms, communicating insights to management and informing inventory and promotional decisions. ➢​ Maintained response accuracy and professionalism across 500+ monthly touchpoints, supporting consistent brand reputation and engagement growth. Administrative Assistant Nnamdi Azikiwe Teaching Hospital (NAUTH) | Nnewi, Nigeria | September 2017 – September 2018 ➢​ Provided administrative support to 10+ medical professionals, including doctors, consultants, and departmental heads, ensuring smooth daily clinical operations. ➢​ Managed 100+ patient records weekly, coordinated appointment scheduling, and handled official correspondence with strict confidentiality. ➢​ Led the digitization of 1,000+ patient records into an Electronic Health Record (EHR) system, reducing file retrieval time by 60% and improving cross-department data accessibility. ➢​ Prepared weekly and monthly reports, meeting minutes, and official memos using Microsoft Word and Excel, improving documentation accuracy across 3+ departments. EDUCATION Higher National Diploma — Co-operative Economics & Management Federal Polytechnic Nekede, Owerri | January 2014 – September 2016 Graduated Upper Class | CGPA: 3.2 Ordinary National Diploma — Co-operative Economics & Management Institute of Management & Technology (IMT), Enugu | January 2010 – November 2012 Graduated Upper Class | CGPA: 3.18 CERTIFICATIONS IT Support Skills | Digital Witch Support Team | Issued: June 2025 Executive Assistant & Customer Support | Afriment | Issued: September 2025 CRM & Workflow Automation | Witty Automations Academy | December 2025