Open to opportunities

Christopher Azubogu

@christopherazubogu

Message

Customer Support Specialist focused on fast resolution and high satisfaction.

Nigeria

Message

What I'm looking for

I’m looking for a customer-focused role where I can own ticket workflows, improve resolution times, and strengthen knowledge bases—using CRM data to raise satisfaction and SLA performance while collaborating with engineering or technical teams.

I’m a Customer Support Specialist with 3+ years of experience delivering exceptional service in high-volume telecommunications and technology environments. I resolve complex customer inquiries efficiently while maintaining 96% satisfaction ratings.

I specialize in multichannel support across phone, email, live chat, and social media. I use CRM software—Zendesk and Salesforce—to manage ticket workflows, track customer satisfaction metrics, and drive process improvements that reduce resolution times.

In my current role, I’ve resolved 120+ daily inquiries and reduced average resolution time by 28%. I manage escalation processes for 300+ complex technical issues monthly, coordinating with engineering teams to achieve an 89% first-contact resolution rate.

I also strengthen support operations by building knowledge resources and improving team execution. I created 45+ support articles to decrease repeat inquiries by 22%, trained 8 new support team members, and achieved 98% SLA adherence across all support channels.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

TechVision Solutions

Mar 2022 - Present (4 years 4 months)

Resolved 120+ customer inquiries daily via phone, email, and live chat, maintaining a 96% customer satisfaction score and reducing average resolution time by 28%. Managed 300+ monthly escalations, improved first-contact resolution to 89% through engineering coordination, created 45+ knowledge base articles to cut repeat inquiries by 22%, and achieved 98% SLA adherence across support channels.

Customer Support Multichannel Support Phone Email Live Chat Customer Satisfaction Zendesk Salesforce Customer Escalation First Contact Resolutions Knowledge Base Management SLA Technical Troubleshooting Engineering Coordination Process Improvement

Customer Service Representative

ConnectPlus Telecommunications

Jun 2020 - Feb 2022 (1 year 8 months)

Assisted 80+ customers daily with billing inquiries, account management, and technical troubleshooting, achieving a 94% satisfaction rating and reducing customer complaint escalations by 35%. Processed 200+ service requests weekly with 99.5% accuracy, recovered 40+ at-risk accounts monthly with the retention team, and analyzed customer feedback to implement three process improvements.

Customer Service Billing Account Management Technical Troubleshooting Service Request Processing Payment Processing Customer Feedback Analysis Retention Process Improvement

Junior Support Associate

GlobalRetail Services

Jan 2019 - May 2020 (1 year 4 months)

Handled 60+ inbound customer calls daily regarding order status, product information, and returns processing, achieving a 92% quality assurance score through accurate data entry and documentation. Supported multichannel customer outreach via email and social media, responding to 40+ queries daily within 2-hour response time targets.