Chinaza Uyanna
@chinazauyanna
Customer Service & Support Representative improving CSAT and reducing resolution times through multi-channel support and CRM expertise.
What I'm looking for
I’m a Customer Service & Support Representative with 3+ years of experience in BPO and remote environments, delivering multi-channel support via phone, email, and live chat. I use Zendesk and Freshdesk to manage tickets, maintain SLA compliance, and drive KPI-driven performance improvement focused on Customer Experience (CX).
I’ve improved customer satisfaction ratings by 35%, reduced average ticket resolution time by 28%, and maintained strong performance while managing 80–120 daily interactions. I’m known for empathetic, active listening, accurate documentation, and effective escalation handling—consistently ranking in the top 10% of support agents on CSAT.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Nexalink Solutions
Nov 2024 - Present (1 year 7 months)
Handled 70–100 customer interactions daily across email, live chat, and phone, maintaining a 98% response accuracy rate. Streamlined Freshdesk case prioritisation to reduce average ticket resolution time by 28% and maintained a 4.7/5 CSAT over 12 months.
Customer Service Representative
Bright Connect Service
Jan 2023 - Oct 2024 (1 year 9 months)
Managed 80–120+ inbound and outbound customer interactions daily via phone, live chat, and email while meeting SLA targets and keeping first-response times under 1 hour. Processed 500+ Zendesk tickets monthly, improving customer satisfaction by 35% and maintaining sub-3% ticket error rate.
Education
Degrees, certifications, and relevant coursework
Chukwuemeka Odumegwu Ojukwu University
Bachelor of Science, Anatomy
Earned a Bachelor of Science in Anatomy at Chukwuemeka Odumegwu Ojukwu University.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
Skills
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