Open to opportunities

Angela Ononuju

@angelaononuju

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Customer support specialist and technical support expert focused on exceptional satisfaction.

Nigeria

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What I'm looking for

I seek a role where I can use CRM and technical support skills to improve customer satisfaction, drive automation, mentor teams, and collaborate with product to deliver measurable support improvements.

I am a customer support specialist with over eight years of experience delivering technical support, CRM expertise, and high customer satisfaction across remote and on-site environments.

I have a proven record of improving satisfaction scores (frequently exceeding 90%), reducing response times by 20%, driving case-deflection and automation initiatives, and increasing support efficiency through mentoring and process improvements.

I thrive on collaborating with product and engineering teams to turn customer feedback into product improvements, streamline workflows, and deliver simple, fast solutions that enhance the customer experience.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Preply

Apr 2023 - Present (2 years 5 months)

Answered customer inquiries and resolved issues via chat and email, consistently achieving customer satisfaction scores exceeding 90% and reducing response times by 20% through streamlined support workflows.

Zendesk Intercom CRM Written Support Customer Satisfaction Escalation Management

Customer Support Engineer

Tek Experts

Apr 2021 - Mar 2023 (1 year 11 months)

Owned and resolved technical support cases for Microsoft, improving customer satisfaction by 15% and contributing to a 20% increase in support efficiency via case deflection and automation initiatives.

Technical Troubleshooting Incident Management Case Deflection Automation)Mentoring Cross Functional Collaboration

Customer Service Representative

MTN Nigeria

Oct 2018 - Mar 2021 (2 years 5 months)

Handled high-volume inbound support resolving over 200 queries daily with an average satisfaction score of 90%, resolved billing and service complaints and mentored five new hires to improve team performance by 30% in six months.

Phone Support Email Support Mentoring CRM Data Entry

Customer Service Officer

Eco Bank PLC

Jul 2015 - Oct 2018 (3 years 3 months)

Maintained customer databases, managed accounts and handled multi-channel inquiries while ensuring confidentiality and compliance with procedures to resolve product and service issues.

Account Management Data Entry Compliance Problem Solving Empathy