chioma gold
@chiomagold
I am a customer support specialist delivering high CSAT and efficient resolutions
NigeriaWhat I'm looking for
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.
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 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.
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.
Education
Degrees, certifications, and relevant coursework
DADelta State University, Abraka
Bachelor of Science, Marketing
Completed a Bachelor of Science in Marketing at Delta State University, Abraka in January 2002.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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