Chidimma Dim

At Xplore Inc., I resolved 80–100 live chat and email tickets each day, exceeding KPI and quality targets while keeping helpdesk records accurately tracked and tagged.

I use Zendesk and Salesforce Service Cloud to handle account, billing, order, and refund requests, and I document and escalate technical issues so customers receive clear updates and faster resolutions. I also contribute to SOPs, FAQs, and internal support documentation that reduce repeat escalations.

Previously at FCM Travel Solutions, I coordinated booking processes for 10–20 clients weekly and worked with vendors, fulfillment teams, and internal stakeholders to prevent service disruptions. At Providus Bank, I investigated account and transaction discrepancies while maintaining audit-compliant CRM documentation.

I'm comfortable working independently in remote, cross-functional teams and bring a warm, clear written support style to complex customer cases.