Vivian Uzonwanne

Vivian Uzonwanne Portfolio Customer Support +Chat Support Specialist INTRODUCTION I'm a customer support specialist who helps business owners keep their customers happy through timely, empathetic, and solution-focused support. I communicate clearly, handle issues calmly, and always follow through until concerns are fully resolved. ABOUT ME Hi, I’m Vivian, a dedicated Customer Support Specialist who genuinely enjoys helping people feel heard, understood, and supported. I believe great customer service isn’t just about solving problems, it’s about creating positive experiences, even in challenging situations. I’m known for my calm approach, clear communication, and ability to handle custome concerns with empathy and professionalism. Whether it’s responding to inquiries, resolving issues, or following up to ensure satisfaction, I take ownership of every interaction and aim to leave customers feeling valued and confident in the brand they’re engaging with. I’m reliable, and committed to providing support that builds trust and long-term customer loyalty. My goal is simple: to make every customer interaction smooth, respectful, and solution-focused. Skills and expertise CUSTOMER SUPPORT SKILLS Responding to customer inquiries via email, live chat, and social media Handling complaints professionally with empathy and clear communication Resolving issues while maintaining brand tone and values Managing high volumes of messages without sacrificing quality Following up to ensure customer satisfaction Documenting customer interactions and feedback Soft skills Patience Empathy Critical Thinking Active listening Time Management Conflict Resolution Effective Communication Emotional Intelligence TOOLS AND PROFICIENCY Customer Relationship Management (HubSpot, Zendesk, Zoho Desk, Freshdesk ) Communication Tools (Zoom, Loom,Google Meet) Task/project Management (Trello, ClickUp,,Monday.com,Asana) Appointment And Scheduling(Calendly,Acuity Scheduling) File management (Dropbox, Google drive, Onedrive) Surveys and Quizzes (Google Form) Workflow Automation (Zapier) Time Tracking (Clockify, Hubstaf) MY WORK SAMPLES ZENDESK PROJECT DESCRIPTION CUSTOMER ACCOUNT ACCESS RESOLUTION Assisted a customer who was unable to log in due to repeated error messages. I quickly identified the issue, guided her through a password reset, and provided clear step-by-step support until access was restored. Outcome: The issue was resolved within one hour, with an initial response time of 13 minutes. The customer confirmed successful login, and the ticket was closed with a positive result. Skills Used: Technical troubleshooting, clear communication, efficient problem-solving, customer support PROJECT DESCRIPTION Handled customer support inquiries via email regarding payment and transfer issues. Responded professionally, acknowledged customer concerns, and requested relevant details to assist with troubleshooting and resolution. Maintained clear communication, empathy, and a calm tone while following support procedures to ensure a positive customer experience. FRESHDESK PROJECT DESCRIPTION SUBSCRIPTIONBILLING DISPUTE RESOLUTION Handledacustomerconcernabouta duplicate subscription charge. I verified the billingerror,processed therefund, and clearly explained the 5–7 business day refund timeline whilemaintaining a calm and professional tone. Outcome: The duplicate charge was confirmed, the refund was initiated promptly, and the ticket was resolved quickly with customer trust maintained. Skills Used: Billing support, complaint handling, attention to detail, professional communication HubSpot PROJECT DESCRIPTION Assisted a customer with upgrading their service plan by providing clear step-by-step guidance through the billing settings. I offered personalized support, maintained a helpful tone, and documented the interaction in the CRM for future reference. Outcome: The customer received clear upgrade instructions, had the option for hands-on assistance, and the ticket was properly logged and tracked. Skills Used: Product knowledge, customer guidance, clear communication, CRM documentation, account support ZOHO DESK PPROJECT DESCRIPTION Assisted a customer who was concerned about a delayed washing machine order (#45821). I acknowledged their frustration, checked the delivery status, and confirmed the order was in transit with the delivery partner. I provided a clear 24–48 hour delivery timeline and offered continued updates if needed. Outcome: The order status was clarified, delivery expectations were set, and the customer was reassured. Initial response time was 6 minutes, and the issue was handled professionally. Skills Used: Order tracking, delivery coordination, empathetic communication, proactive follow-up TRELLO CUSTOMER EMAIL MANAGEMENT PROJECT DESCRIPTION Managed a high volume of customer emails by setting up a Trello workflow with clear stages: To-Do, In Progress, and Completed. I organized tasks by priority, tracked customer details and ticket numbers, and handled inbox checks, follow-ups, and flagged emails efficiently. Outcome: Successfully managed multiple email tasks at once, improved response times, and maintained a clear, organized workflow that supported accountability and smooth collaboration. Skills Used: Workflow management, task prioritization, time management, Trello, customer communication MY WORK APPROACH I believe customer support should be solution-focused without losing the human touch. I listen carefully, respond thoughtfully, and work proactively to prevent repeat issues. My goal is to resolve concerns efficiently while leaving every customer feeling heard, supported, and confident in the service they received. GET IN TOUCH - Vivian Uzonwanne --