Precious Chijioke

PRECIOUS CHIJIOKE Abuja, Nigeria LINKEDIN PORTFOLIO PROFESSIONAL SUMMARY LinkedIn Precious-Chijioke-Portfolio Customer Support Representative with 4 years of experience delivering responsive, empathetic support across phone, email, and live chat in fully remote environments. Skilled at serving as the first point of contact for customers, actively listening to concerns, and providing clear, solution-oriented responses that strengthen customer trust and satisfaction. Adept at managing inquiries from initial contact through resolution while maintaining professionalism, accuracy, and a customer-first approach. Experienced in handling high-volume support queues while maintaining strong quality standards, timely follow-ups, and detailed documentation. Proficient in CRM and ticketing platforms, including Zendesk, Freshdesk, HubSpot, and Intercom, to track issues, categorize requests, and ensure seamless resolution. Demonstrates strong time management and multitasking abilities, balancing multiple conversations without compromising attention to detail or response quality. Collaborative and proactive, with a track record of identifying recurring customer concerns, contributing feedback for product and process improvements, and supporting knowledge base updates to ensure accurate and consistent responses. Comfortable working within distributed teams and leveraging tools such as MS Office Suite, Slack, Microsoft Teams, Google Workspace, Asana, Trello, Monday.com, and ClickUp. Committed to continuous learning, adaptability, and delivering support experiences that are efficient, empathetic, and aligned with a positive, team-focused remote work culture. SKILLS Customer Support (Email, Chat & Adaptability and Flexibility Attention To Details Phone) Active Listening Ticket Prioritization Customer Handling/De-escalation Proactive Mindset SLA Adherence Issue Resolution/Troubleshooting Excellent English FreshDesk, Zendesk, HubSpot Time Management & Multitasking Communication ClickUp, Asana, Trello Task Prioritization/Tracking Team Collaboration Empathy & Problem-Solving EDUCATION 2014 — 2019 HND Microbiology/Biochemistry – Science Technology Federal Polytechnic Nekede Owerri EMPLOYMENT HISTORY Customer Support Representative, STAD | May 2024 – March 2026 ● ● ● ● ● ● Served as the primary point of contact for learners across phone, email, and live chat, managing 40-60 daily support requests from intake through resolution while maintaining a 95% CSAT. Actively listened to learner concerns and delivered empathetic, solution-focused responses, simplifying complex onboarding, platform navigation, and certification processes to improve learner confidence. Guided 100+ new learners through onboarding workflows, including account setup, course access, and attendance verification, ensuring a seamless customer experience. Maintained accurate ticket documentation in Zendesk with structured tagging, categorization, and internal notes, improving response accuracy and follow-up efficiency. Collaborated with internal teams via Slack to resolve technical and high-impact issues, ensuring timely resolution and consistent communication. Conducted proactive follow-ups on resolved cases to confirm issue closure and customer satisfaction, contributing to ● ● ● an 18% increase in positive feedback. Identified recurring support trends and contributed to knowledge base articles, reducing repetitive inquiries by 12% and improving self-service resolution. Improved support workflows by optimizing Zendesk automations and ticket routing, increasing resolution speed by 15% and enhancing response consistency. Tracked escalations and backlog items using Asana, ensuring accountability and timely resolution across a distributed team. Customer Support Representative, GiftedHands | June 2023 – May 2024 ● ● ● ● ● ● ● ● ● ● Handled 50-70 daily customer inquiries across email, chat, and phone, maintaining a 96% CSAT while managing high-volume support queues. Owned customer issues from first contact through resolution, ensuring clear, complete, and empathetic responses aligned with customer needs. Documented all customer interactions in Freshdesk, maintaining accurate records, structured tagging, and detailed case histories. Improved first-response time by 12% by restructuring ticket prioritization and queue management workflows. Reduced repeat inquiries by 20% through proactive communication, structured follow-ups, and clear resolution steps. Escalated complex or policy-sensitive issues with detailed documentation, enabling faster cross-functional collaboration. Conducted proactive follow-ups to confirm issue resolution and reinforce customer trust. Collaborated with team members via Microsoft Teams to stay aligned on product updates and process improvements. Tracked support workflows, backlog, and escalations using ClickUp, ensuring visibility and organized task management. Analyzed weekly support metrics (ticket volume, resolution time, CSAT) to identify trends and recommend improvements to customer experience and support processes. Customer Support Representative, Aleson Engineering | Aug. 2022 – June 2023 ● ● ● ● ● ● ● ● Managed 40-50 daily support requests across email, live chat, and phone, delivering consistent, high-quality support while maintaining a 94% CSAT. Responded to customer inquiries with clear, structured explanations, ensuring users understood solutions and next steps without confusion. Troubleshot technical and operational issues using a methodical approach, ensuring accurate diagnosis and timely resolution. Escalated complex cases through HubSpot Service Hub with detailed documentation to support effective collaboration and reduced resolution delays. Improved ticket resolution efficiency by 10% by optimizing support workflows and standardizing response processes within HubSpot. Maintained structured task tracking and escalation workflows using Trello, ensuring no tickets were missed and all issues were resolved within expected timelines. Coordinated customer calls using Google Calendar and Calendly to support timely communication and follow-ups. Maintained high standards for ticket documentation, data accuracy, and CRM record management, supporting reliable reporting and consistent support delivery. CERTIFICATIONS ● ● ● ● Digital Witch Support Community In-demand IT Skills Training Coursera Technical Support Fundamentals ALX Virtual Assistant ● LinkedIn Customer Service: Handling Abusive Customers ● LinkedIn Building Rapport With Customers ● LinkedIn De-Escalating Conversations For Customer Service LinkedIn Customer Service Problem Solving and Troubleshooting ● LinkedIn Customer Service: Call Control Strategies