Open to opportunities

Chinwendu Iheme

@chinwenduiheme

Message

I am a customer support specialist improving technical issue resolution.

Nigeria

Message

What I'm looking for

I am seeking a remote or hybrid B2B SaaS support role where I can reduce resolution times, work across time zones, use Zendesk and Salesforce, collaborate with engineering, and grow into customer success or leadership positions.

I am an assertive customer technical support specialist with more than three years of experience troubleshooting and resolving complex technical issues while delivering high customer satisfaction across multiple time zones.

At Teleperformance I provided remote technical support for software and network issues and managed support tickets in Zendesk. I collaborated with engineering and development teams to resolve complex problems and helped optimize support processes, cutting resolution time by 20% for B2B mid-market SaaS clients.

Earlier roles in contact centers and as a sales manager strengthened my CRM proficiency (Salesforce, Zendesk), live-chat and telephony support skills, and sales strategy experience, including digital advertising with Meta/Facebook ads and SEO to expand customer reach.

I hold a B.Sc. in Biochemistry, completed an intensive digital bootcamp, and earned certifications including Customer Service Excellence, CCXP, and ALX virtual assistant/AI. I am driven to join teams that value customer-centric problem solving, cross-functional collaboration, and continuous improvement.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Teleperformance Nigeria

May 2022 - Mar 2025 (2 years 10 months)

Provided remote technical and customer support across multiple time zones, resolving software and network issues and assisting with installations and updates. Optimized support processes to cut resolution time by 20% while delivering B2B mid-market SaaS support.

Zendesk CRM Technical Support Troubleshooting Ticketing Remote Support B2B SaaS Cross Functional Collaboration

Contact Center Agent

HR Indexx

Feb 2021 - Apr 2022 (1 year 2 months)

Managed high-volume inbound and outbound calls, emails, and live chat to resolve product issues and transaction confirmations for high-net-worth customers. Used Salesforce and ticketing systems to track cases and supported applications such as PRIMUSPLUS and ACCESSMORE.

Accessmore Salesforce Live Chat Phone Support PRIMUSPLUS ACCESSMORE CRM Troubleshooting

Sales Manager

Guidsris Nig Limited

Jan 2016 - Jan 2019 (3 years)

Led sales operations supplying merchandise nationwide, managed a sales team to meet monthly quotas, and handled customer complaints and resolutions. Implemented digital advertising using Meta/Facebook ads and SEO and trained sales representatives.