Chinonyerem Odidika
@chinonyeremodidika
Customer Support Specialist driving high CSAT and operational improvements across SaaS and e-commerce.
NigeriaWhat I'm looking for
I am a Customer Support Specialist with over three years' experience delivering high-impact support across SaaS, B2B, e-commerce, and hospitality. I combine strong communication, cross-functional collaboration, and a customer-first mindset to improve retention and operational efficiency.
I consistently achieve high satisfaction metrics (95%+ CSAT) and strong first-contact resolution, while building scalable processes such as automated workflows, escalation macros, and knowledge-base content.
I have hands-on experience with Zendesk, HubSpot, Salesforce, Freshdesk, Zoho CRM, Google Workspace and Microsoft 365, and I apply data-driven reporting to inform improvements that raised on-time delivery and reduced response times.
I am expanding my technical expertise with Google IT Support and Salesforce Sales Operations courses, and I create customer-facing content and onboarding resources that boost engagement, activation, and retention.
Experience
Work history, roles, and key accomplishments
Content Creator Partner
Flowmingo.ai
Sep 2025 - Present (1 month)
Designed onboarding and knowledge resources for an AI-powered SaaS platform, increasing user engagement by 25% and reducing repetitive support requests through help center content and explainer videos.
Virtual Assistant
Acadia Royal Ltd
Oct 2024 - Present (1 year)
Delivered end-to-end guest and customer support for shortlet bookings with 95%+ satisfaction, handled 60+ weekly inquiries and maintained 98% SLA compliance while improving response time by 30%.
Content Creator
Nilux Solar
Jun 2024 - Present (1 year 4 months)
Produced social media and explainer content for solar products, increasing brand visibility by 35% and boosting lead conversions by 20%.
Customer Service Representative
Grotech Energy
May 2022 - Dec 2024 (2 years 7 months)
Acted as first point of contact achieving 90% FCR, improved workflow efficiency by 25% through better escalation routing, and increased customer retention by 15% in the company's first year.
Website Handler
Shoponclick.ng
Jan 2023 - Sep 2024 (1 year 8 months)
Provided omnichannel support for a SaaS e-commerce platform with 98% CSAT, managed 1,000+ SKUs at 99% data accuracy, and improved response times by 20% through automation and macros.
Education
Degrees, certifications, and relevant coursework
FOFederal University of Technology Owerri
Bachelor of Science, Agricultural Economics
2017 - 2023
Completed a Bachelor of Science in Agricultural Economics with coursework focused on data analysis, market understanding, and project management.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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