Umekulume Chinwendu Maryann
Linkedin | Portfolio | Github
PROFESSIONAL SUMMARY
Customer Support Specialist with hands-on experience resolving user issues, troubleshooting access and
system problems, and delivering reliable support in fast-paced remote environments. Experienced in
handling customer inquiries, managing support tickets, and guiding users through technical workflows in
clear, simple language. Strong problem-solver who meets SLA targets, improves customer experience,
and ensures smooth platform usage through proactive support, documentation, and collaboration with
internal teams..
SKILLS
● Customer Support & Service Delivery: Resolving customer inquiries through email, chat, and
ticketing systems, Troubleshooting login, access, and platform usage issues, Managing and prioritizing
support tickets based on urgency and impact, Meeting SLA targets and ensuring timely issue resolution,
Handling high-volume customer requests in remote environments, Customer onboarding guidance and
platform navigation support, Customer issue follow-ups and resolution tracking
● Technical Troubleshooting: Diagnosing system errors and service disruptions, Account access support
(login errors, MFA, permissions, role issues), Basic log review and issue validation, Incident
identification and escalation, Problem investigation and root cause identification
● Communication & Customer Experience: Explaining technical concepts to non-technical users,
Professional customer communication and conflict handling, Clear documentation of issues and
solutions, Cross-team collaboration for issue resolution, Maintaining audit-ready support records,
Improving customer experience through proactive guidance
TECHNICAL TOOLS
● Customer Support & CRM: HubSpot, Freshdesk, Intercom, Snippets / Macros / Canned Messages,
Ticket Management, SLA Tracking
● Project & Collaboration Tools: Trello, ClickUp, Asana, Monday.com, Slack, Microsoft Teams, Google
Drive, Dropbox, Loom
WORK EXPERIENCE
Businessyield Consult
January 2022 - December 2024
Customer Support Specialist
● Delivered end-to-end customer support by resolving user inquiries related to account setup, dashboard
access, login errors, MFA authentication issues, and role misconfigurations, ensuring a smooth and
reliable user experience.
● Managed and prioritized high-volume support tickets based on urgency, customer impact, and SLA
requirements, diagnosing technical issues, guiding users through step-by-step troubleshooting, and
ensuring timely resolution with minimal service disruption.
● Communicated technical concepts and system processes clearly to non-technical users, providing
proactive guidance on platform features, best practices, and issue prevention to improve customer
satisfaction and platform adoption.
● Contributed to a 20% improvement in overall client experience scores as measured by quarterly
satisfaction benchmarks, by proactively identifying service gaps, recommending process improvements,
and implementing changes that made client interactions smoother and more effective .
● Collaborated with product and technical teams to identify recurring customer issues, recommend
workflow improvements, enhance support processes, and support continuous service improvement in a
fully remote, global support environment.
Digital Witch (Contract)
Customer Support & Service Representative
January 2025 - January 2026
● Achieved 96% customer satisfaction rate as measured by post-interaction feedback surveys, by
resolving client inquiries promptly and delivering tailored solutions that directly addressed each
customer's unique needs and challenges
● Resolved 90% of technical support requests within the first interaction as measured by ticket closure
reports, by developing a structured troubleshooting approach that quickly identified root causes and
guided clients through clear, step-by-step solutions
● Reduced repeat inquiry rates by 35% as measured by CRM tracking data, by providing thorough,
personalized responses that fully addressed client concerns the first time and eliminated the need for
unnecessary follow-up contacts
● Improved team process efficiency by 30% as measured by internal performance reviews, by
collaborating with team members to identify recurring client pain points and co-developing standardized
solutions that elevated the overall quality of service delivery
● Maintained 100% service quality compliance as measured by monthly quality assurance audits, by
consistently following established support protocols, documenting every client interaction accurately,
and upholding high professional standards across all customer touchpoints
● Decreased average client resolution time by 40% as measured by support platform analytics, by building
a personal knowledge base of common technical issues and tailored solutions that allowed faster, more
confident responses during client interactions
PROJECTS (Portfolio)
● Security Customer Support Workflow: Alert Handling: I designed an end-to-end workflow in
Freshdesk to manage malware-related alerts. This project demonstrated ticket intake, SLA compliance,
clear customer communication, internal escalation, and ticket closure.
● IAM / Access Issue Support: Dashboard Access: Resolved user access issues caused by role
misconfigurations, guiding users securely through MFA and login troubleshooting. All actions and
confirmations were carefully documented to ensure SLA compliance and maintain audit readiness.
● Automated Customer Inquiry Management Workflow: Built a Freshdesk workflow to categorize
and route real estate support requests (Buy/Sell/Rent), integrating Slack notifications and automated
emails to improve response efficiency, team coordination, and customer experience.
● PropertyHub Customer Support Help Center: Built a Zendesk knowledge base with step-by-step
guidance for property inquiries, improving user understanding and reducing support workload.
