Open to opportunities

CHUKWUJEKWU Okoye

@chukwujekwuokoye

Message

I resolve customer issues across phone, email, and live chat with high CSAT.

Nigeria

Message

What I'm looking for

I'm looking for a remote customer support role where I can resolve customer issues across channels, meet service-level targets, contribute to knowledge documentation, and support customers across time zones.

I've supported customers at ProLabs and Macquarie Group across Nigeria, Australia, and international markets, handling phone, email, and live-chat enquiries in SLA-driven environments.

At ProLabs, I manage 50+ daily customer enquiries and maintain a 95% customer satisfaction score. I resolve 80% of cases on first contact, reducing ticket escalations by 20% through structured troubleshooting and documented solutions.

At Macquarie Group, I prioritised email and chat queries to consistently meet a two-hour SLA while working remotely across time zones. I also documented customer feedback, built reusable troubleshooting notes, and guided new customers through product setup and FAQs.

I'm comfortable with HubSpot, Zendesk, knowledge-base documentation, ticket prioritisation, onboarding, and cross-cultural asynchronous communication.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Representative

Current

ProLabs

Oct 2024 - Present (1 year 10 months)

Managed 50+ daily customer inquiries across inbound and outbound calls, email, and live chat, achieving a 95% customer satisfaction score. Resolved 80% of cases on first contact and maintained accurate CRM records.

HubSpot Zendesk CRM Management Complaint Resolution Data Entry

Support Agent

Macquarie Group

Feb 2025 - Sep 2025 (7 months)

Responded to customer queries via email and chat, prioritizing by urgency and consistently meeting a 2-hour SLA window while working remotely across time zones. Documented feedback and guided new customers through onboarding.

Zendesk Email Support Live Chat SLA Customer Onboarding Remote Collaboration

Education

Degrees, certifications, and relevant coursework

DXceptionalCSR Training Academy

Remote Customer Support Certification, Customer Support

Completed certification in remote customer support best practices, including async communication, ticket prioritization, and cross-cultural service delivery.