Chioma Ezepue
@chiomaezepue
I am an experienced customer support professional delivering empathetic, efficient solutions and high satisfaction.
NigeriaWhat I'm looking for
I am a customer service professional with over eight years' experience managing high-volume inbound support across live chat, email, and phone. I consistently handled 100+ daily inquiries with a 95%+ satisfaction rate and am proficient in Zendesk, Freshdesk, Salesforce, HubSpot, and CRM reporting tools.
I have reduced escalation cases by 30%, processed 100+ monthly refunds with a 98% on-time completion rate, and developed retention strategies that lowered churn by 20%. I mentor new agents, troubleshoot technical issues, and leverage automation and analytics to improve service quality and operational efficiency.
Experience
Work history, roles, and key accomplishments
Senior Customer Support Executive
Sochillpanel and SMMTribe
Nov 2023 - Present (2 years 8 months)
Managed 50+ daily inquiries across live chat, email, and phone achieving 95%+ satisfaction and reducing escalations by 30%. Implemented retention and process improvements that cut churn 20% and improved team efficiency 20% through training.
Customer Experience Specialist
Paga
May 2023 - Sep 2023 (4 months)
Handled 100+ daily customer inquiries across phone, email, chat and social media with a 95% satisfaction rate. Resolved 85% of technical issues on first contact, reducing resolution time 30% and lowering transaction errors 20%.
Customer Support
R&B Company
Jul 2022 - Nov 2022 (4 months)
Provided inclusive multi-channel support (phone, email, live chat) and mentored new staff, increasing team efficiency 20%. Optimized support processes that reduced average resolution time by 30% and improved customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Chukwuemeka Odumegwu Ojukwu University
Bachelor of Science, Microbiology
2010 - 2014
Grade: Second Class Upper Division
Bachelor of Science in Microbiology completed from May 2010 to September 2014, graduating with Second Class Upper Division.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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