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Chidimma Dim

@chidimmadim2

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I resolve complex customer, order, billing, and product-support issues across remote contact centers.

Nigeria

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What I'm looking for

I'm looking for a remote customer support, order management, or product support role where I can resolve complex customer issues, work across phone, email, and chat, and contribute to service quality, retention, and process improvements.

I've supported customers remotely at Xplore Inc., resolving billing, how-to, and technical questions through live chat, phone, and email while adapting my communication to customer needs.

I document interactions in Zendesk and Salesforce Service Cloud, contribute to SOPs and knowledge base articles, and earned a performance bonus for customer retention and company growth contributions.

At FCM Travel Solutions, I managed booking and service-request changes, coordinated with vendors and internal teams to prevent disruptions, and handled escalations across multiple brands. Previously at Providus Bank, I investigated account and billing discrepancies while maintaining audit-ready records in a regulated environment.

I bring more than five years of customer service, order management, and product-support experience, with a practical focus on clear communication, accurate records, and resolving difficult cases.

Experience

Work history, roles, and key accomplishments

Inbound Customer Support Agent

Xplore Inc.

Mar 2025 - Jul 2026 (1 year 4 months)

Consulted international customers on billing, how-to, and technical questions via live chat, phone, and email, adapting communication to resolve issues with a focus on retention. Documented interactions in Zendesk and Salesforce Service Cloud and contributed to SOPs and knowledge base articles.

Zendesk Salesforce Service Cloud Live Chat Phone Support Email Support Customer Retention Documentation SOP Development Knowledge Base Stress Management

Client Support Agent

FCM Travel Solutions

Jan 2023 - Feb 2025 (2 years 1 month)

Managed order entry, changes, and follow-up for 10-20 bookings and service requests weekly, handling escalations by phone and chat. Acted as primary point of contact for client accounts across multiple brands and maintained detailed CRM records.

Order Management CRM Phone Support Live Chat Escalation Handling Vendor coordination Multitasking Customer Retention

Customer Service Representative

Providus Bank

Jan 2021 - Dec 2022 (1 year 11 months)

Handled sensitive account and financial information with discretion in a regulated banking environment, onboarding new customer accounts and investigating a high-volume queue of 50-70 account and billing inquiries weekly. Championed a process improvement project recognized as a company success initiative.

Banking Operations Account Onboarding Dispute Resolution Discrepancy Investigation Auditable Accounting Records Process Improvement Queue Management