Open to opportunities

Chilaka Gina

@chilakagina

Message

I resolve customer issues across email, chat, and phone while improving service experiences through feedback and data.

Nigeria

Message

What I'm looking for

I'm looking for a customer support or customer experience role where I can resolve customer issues, improve service gaps through feedback and data, and deliver consistent support in a remote, fast-paced environment.

I've supported customers across VSP Botanics, Wildflower PR, TravelKulture, and Barvij International School, resolving questions, complaints, bookings, orders, and billing issues with clear, timely communication. I use customer feedback and relationship data to identify service gaps, improve journeys, and build loyalty.

I'm comfortable managing high-volume conversations independently in remote, fast-paced environments, documenting complete case context, and escalating complex issues without making customers repeat themselves. I've also mentored teammates on response quality, tone, and de-escalation, and contributed to a 5% increase in sales through more consistent customer communication.

Experience

Work history, roles, and key accomplishments

Current

Administrative Secretary

Current

Barvij International School

Jul 2024 - Present (2 years 1 month)

Serves as the first point of contact for parents, staff, and visitors, answering questions by phone, email, and in person. Maintains accurate records and coordinates meetings, events, and correspondence.

Customer Service Record keeping Coordination Inventory Management

Administrative Assistant

TravelKulture

Aug 2023 - Jun 2024 (10 months)

Handled day-to-day questions from travelers and internal stakeholders regarding bookings, accommodations, and itineraries. Maintained accurate records across hospitality software and spreadsheets.

Customer Service Spreadsheets Compliance

Digital Marketing Manager

Wildflower PR

Sep 2021 - Aug 2023 (1 year 11 months)

Owned customer experience across all social media channels, responding promptly to inquiries and complaints. Tracked customer relationship data and performance metrics to identify friction points and design strategies that lifted satisfaction and loyalty.

Customer Experience Social Media Data Analysis Process documentation Cross Functional Collaboration

Customer Service Representative

VSP Botanics

Jul 2019 - Jun 2021 (1 year 11 months)

Answered customer questions on products, orders, and billing by phone and chat, consistently exceeding sales and satisfaction targets. Built genuine rapport with customers and proactively gathered feedback to resolve recurring pain points.

Customer Support Phone Support Chat De escalation