Open to opportunities

Chinaza Uyanna

@chinazauyanna

Customer Service & Support Representative improving CSAT and reducing resolution times through multi-channel support and CRM expertise.

Nigeria

Message

What I'm looking for

I’m looking for a remote, multi-channel customer support role where I can use Zendesk/Freshdesk, meet SLA targets, and improve CSAT by delivering fast, accurate resolutions, clear documentation, and effective escalation support.

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

Current

Customer Service Representative

Current

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.

Zendesk Freshdesk Ticketing Live Chat Support Email Support Phone Support CSAT Remote Collaboration

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.