Chidinma Anozie

Led support agents across multiple time zones to maintain 24/7 coverage and manage 3,000+ monthly tickets through Zendesk. Improved service quality by applying training and feedback systems that supported a 90% customer satisfaction rate.

Processed 2,000+ monthly customer support tickets across chat and email in Zendesk and Intercom while maintaining an average resolution time of under 24 hours. Identified and escalated bugs and technical issues and updated knowledge base articles in Notion and Intercom.

Supported Bolt's global safety teams by maintaining and improving the incident reporting system. Tracked high-priority KPIs and used Looker incident data to inform risk mitigation, while maintaining staffing levels to meet SLA expectations.

Conducted detailed analysis and performance checks on team operations to identify areas for improvement and ensure optimal productivity. Managed and monitored the performance of customer support agents across Nigeria, providing guidance and support to achieve consistent results.

Responded to customer complaints through various channels, including ticketing systems (Intercom and Zendesk), phone calls, live chats, emails, and in-person support. Ensured timely and effective resolution of all customer issues, prioritizing customer satisfaction and maintaining high service standards.

Bachelor of Arts in English & Literary Studies from the University of Nigeria, Nsukka.