Prisca Iwuoha

PRISCA IFEOMA IWUOHA Lagos, Nigeria PROFESSIONAL SUMMARY Client-focused Customer Support Specialist with 5+ years of experience delivering high-quality service across SaaS, EduTech, Security, and Travel. Proven track record managing high ticket volumes across phone, chat, email, and social channels while meeting SLAs and KPIs. Advanced user of leading CRMs (HubSpot, Zendesk, Salesforce), with strengths in first‑contact resolution, de‑escalation, retention, and feedback‑driven product improvement. Known for clear communication, empathy, and process discipline that improves CSAT and reduces churn. CORE SKILLS • Omnichannel Support (phone, chat, email, social) • SLA/KPI Ownership (FCR, AHT, CSAT, NPS) • CRM/Ticketing: HubSpot, Zendesk, Salesforce • De-escalation & Retention • Troubleshooting & Knowledge Base Docs • Root Cause Analysis & Escalations • B2B/B2C Communication • Microsoft Office; Email etiquette PROFESSIONAL EXPERIENCE Customer Support Specialist | Yotpo Toronto — Remote | May 2024 – July 2025 • Built strong emotional connection with users, increasing customer lifetime value and retention by 20%. • Tracked history, personalise interactions, and monitor resolution timelines. • Collaborated with Product, IT, and Education teams to relay customer feedback and improve the knowledge base. • Documented recurring issues and solutions to scale self‑service and reduce repeat contacts. • Addressed all requests in the call center, including investigating inquiries, redirecting issues to the appropriate parties, and ensuring proper rotation of onsite staff without any complications. • Adhered to all company policies and procedures for call management, troubleshooting and escalation.. Customer Service Representative | Percepta (Security) — New York, USA | Feb 2023 – April 2024 • Delivered white‑glove support to premium customers; exceeded SLAs across chat, phone, and email (95% adherence). • Proactively engaged customers to boost retention to 93% and reduced cancellations by 15%. • Met core KPIs including First Contact Resolution and CSAT; leveraged HubSpot for escalations. Demonstrated empathy and professionalism in handling escalations and sensitive inquiries. • Confirmed purpose of call by paraphrasing and asking relevant questions to verify acknowledgment of complaint or concern Call Center Operator | Paragon — Hong Kong, China | Jan 2021 – Dec 2022 • Handled 300+ daily inbound and outbound calls with 98% SLA adherence. • Logged resolutions for 95% of calls in CRM; decreased Average Handle Time by 15 seconds while maintaining quality. • Managed escalations with empathy; supported surveys, appointment scheduling, and post‑call follow‑ups.. • Addressed all requests in the call center, including investigating inquiries, redirecting issues to the appropriate parties, and ensuring proper rotation of onsite staff without any complications. • Adhered to all company policies and procedures for call management, troubleshooting and escalation. Customer Support Specialist | Darwin Travels — Kazan, Russia | Jan 2018 – Nov 2020 • Supported users across phone, email, live chat, and social; maintained 24‑hour resolution SLA and 90% FCR. • Coordinated with internal teams to relay customer requirements, improving deployment efficiency. • Conducted post‑resolution follow‑ups resulting in a 90%+ positive feedback score. • Participated in sales surveys, appointment scheduling, and post-call follow-ups to enhance customer experience. • Committed to enhancing customer satisfaction and contributing to team success through proactive support and continuous improvement. EDUCATION B.A. / B.Sc. in History & International Relations — Obafemi Awolowo University, Nigeria Diploma Tourism Management --- Aeroport College of Aviation, Nigeria Certificate in Human Capital Development/ Personnel & Corporate Effectiveness Dev. (Boulevard D'invigoration International) Nigeria CERTIFICATIONS • General Remote Work Skills (Hiremote Africa) • Soft Skills Training (Jobberman) • Inbound Sales Certificate (Jobberman) • Advanced Sales Techniques (HubSpot Academy) • Becoming an Excellent Personal Assistant (Udemy) LANGUAGES • English: Advanced (C1) REFEREES Available on request.