Chioma Peace

I’m a Customer Support Specialist with 4+ years of experience delivering customer support across email, chat, and phone in remote, fast-paced environments. I focus on calm, accurate service that resolves issues quickly and keeps customers confident in the outcome.

I manage customer inquiries end-to-end—ticket management, issue resolution, escalation handling, and consistent follow-up—using tools like Zendesk, HubSpot, and Intercom. In my work, I’ve maintained a customer satisfaction-focused approach, contributing to an estimated 90%+ issue resolution rate on assigned tickets while handling 25–35 support tickets weekly.

I also strengthen the customer journey through proactive communication and better documentation. I improved documentation and response-tracking processes, increasing operational efficiency by 30%, and reduced repeat customer inquiries by approximately 20% through proactive follow-up and effective issue resolution.

I’m comfortable with technical troubleshooting, SLA compliance, knowledge base management, and cross-team collaboration across time zones. I bring a continuous-improvement mindset, clear documentation habits, and the ability to de-escalate complaints while maintaining retention and long-term customer relationships.