Open to opportunities

chioma gold

@chiomagold

Message

I am a customer support specialist delivering high CSAT and efficient resolutions

Nigeria

Message

What I'm looking for

I seek a remote or hybrid customer support role where I can raise CSAT, optimize CRM workflows, build knowledge bases, collaborate cross-functionally, and reduce resolution times while supporting global clients.

I am a Customer Support and Service Specialist with 6+ years of experience delivering multi-channel support in remote, hybrid, and on-site settings for global clients across technology, hospitality, and financial services.

I have a proven track record maintaining 95%+ CSAT and exceeding SLA targets—resolving 98% of inquiries and sustaining a 4.8/5 CSAT while managing 60+ daily tickets. I reduce resolution times by up to 40% through CRM optimization using Salesforce, Zendesk, Zoho, and HubSpot.

I excel at empathetic communication, conflict resolution, knowledge-base creation, and cross-functional collaboration, and I seek roles where I can scale support operations, improve customer retention, and drive measurable quality improvements.

Experience

Work history, roles, and key accomplishments

Customer Support Representative

Office and Home Safety Inc

Apr 2024 - Jun 2025 (1 year 2 months)

Resolved 98% of inquiries via email, chat, and phone, maintaining a 4.8/5 CSAT and surpassing SLA benchmarks; managed 60+ daily tickets and reduced resolution time by 40% through Zendesk and HubSpot optimization.

Zendesk HubSpot Slack Ticketing CSAT Cross Functional Collaboration

Customer Experience Associate

The Wheatbaker Hotel

Jun 2011 - Dec 2023 (12 years 6 months)

Resolved guest service issues, contributing to a 95% satisfaction rating and strong repeat business. Managed enquiries, bookings, and VIP arrangements while maintaining accurate administrative records.

Customer Service VIP CRM Administration Quality Assurance Cross Functional Collaboration

Customer Care Specialist

GTBank Contact Centre

May 2006 - Apr 2011 (4 years 11 months)

Handled over 1,000 daily multi-channel inquiries while maintaining 95% SLA compliance and improved customer satisfaction by 20% through Salesforce-driven workflows and proactive follow-ups.

Salesforce SLA Management Customer Satisfaction Process Improvement

Sales Representative

Premium Care Insurance

Sep 2003 - Mar 2005 (1 year 6 months)

Used consultative selling to build client relationships and generate $110,000 in annual premium revenue, improving customer satisfaction and retention.

Consultative Selling Client Relationship Management Lead Generation Revenue Customer Retention