Customer Support Portfolio
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
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