PEACE OGOCHUKWU IJEOMAH-
CUSTOMER SUPPORT SPECIALIST
SUMMARY
Customer Support Specialist with over 3 years of experience as the first point of contact in
fast-paced environments, managing inbound calls, emails, and live chat inquiries. Adept at
streamlining communication channels, distributing calls to appropriate departments, and
providing troubleshooting support to enhance customer satisfaction. Proven ability to educate
customers on company processes, improve workflows, and collaborate with internal teams to
drive efficiency and customer retention.
SKILLS
▪Product Knowledge ▪Aircall▪Communication Skill ▪Problem-solving ▪Troubleshooting
▪Techinical Support
▪Attention-to-Detail
▪ ▪Collaboration ▪Microsoft Office Suite
▪Zendesk
▪Nexus
▪Active listening
▪Patience & Empathy
▪Time Management
▪Team player ▪CRM Tools ▪Textline
▪Conflic Resolution ▪Collaboration
PROFESSIONAL EXPERIENCE
Customer Support Specialist
Midastouch Innovation
03/2024 – 01/2025
● Handled 40+ daily inbound calls, ensuring seamless routing to the appropriate
departments for faster issue resolution.
● Managed and responded to 50% of customer emails in the support inbox, achieving a 30%
higher first-contact resolution rate.
● Supervised website and app chat support, reducing average response time by 40%.
● Assisted customers with troubleshooting, leading to an 80% increase in customer
satisfaction.
● Conducted customer education sessions, improving understanding of processes and
increasing customer retention by 25%.
Customer Support Manager
Charsobi Multi Concept
06/2022 – 04/2024
● Led a 6-member team to optimize call center workflows, improving efficiency and
response time by 35%.
● Analyzed customer interactions to refine engagement strategies, contributing to a 20%
churn reduction.
● Oversaw email and chat communication, ensuring 100% of inquiries were addressed
within SLA.
● Implemented CRM tools and automation, enhancing support operations by 20%.
● Provided product recommendations that resulted in a 70% increase in customer
conversions.
●
KEY ACHIEVEMENTS
● Customer Satisfaction: Boosted retention by 25% through personalized follow-ups and
proactive engagement.
● Efficiency Improvement: Reduced response times by 40%, enhancing the customer
experience.
● Revenue Impact: Increased sales by 70% by leveraging product expertise and personalized
customer recommendations.
● Process Optimization: Collaborated with internal teams to refine workflows, improving
team productivity by 20%.
EDUCATION & CERTIFICATION
Bachelor of Education in Business Education | 2022
University of Benin
RETAIN Certificate of Training in Customer Success | 2024
Salespat
Customer Service Skill Certificate | 2023
Upwork
Soft Skill Training | 2022
Jobberman
Technical Support Fundamentals | 2022
Coursera
LinkedIn Certification | 2022
● Customer Service: Problem Solving and Troubleshooting
● Effective Communication: Listening to Customers
● Customer Service: Call Control Strategies
● Customer Service: Serving Customers Through Chat and Text
REFERENCES
Available on Request
