Ezeolu Nkechi
@ezeolunkechi
Customer Service Representative with 5+ years delivering high-CSAT, SLA-compliant support across channels.
NigeriaWhat I'm looking for
I’m a Customer Service Representative with 5+ years of experience delivering high-quality inbound and outbound support across chat, email, phone, WhatsApp, and social media. I consistently achieve 85–98% CSAT while maintaining SLA compliance and resolving the majority of tickets on first contact.
In my current role, I handle 90+ customer interactions daily and keep an 85% CSAT score consistently. I resolve 95% of customer issues on first contact, processing 500+ weekly order-related requests while coordinating with 50+ restaurant and rider partners to reduce operational escalations.
Previously, as a Customer Relations Officer, I responded to 30+ client inquiries daily via phone, email, and WhatsApp, resolving 80% of issues within 24 hours. I also managed incident reports and complaints across 120 client locations, monitored communications against SLA time limits, and contributed to a 20% increase in customer retention.
I bring strong conflict resolution, active listening, and escalation management, with hands-on experience using Zendesk, Freshdesk, Intercom, and HubSpot ticketing systems. From healthcare and B2C support to order and subscription handling, I focus on empathy, attention to detail, and continuous improvement through knowledge-base updates.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Chowdeck
Jan 2025 - Present (1 year 5 months)
Handled 90+ customer interactions daily across chat, calls, email, and social media, maintaining an 85% CSAT score. Resolved 95% of issues on first contact, processed 500+ weekly order changes (modifications, cancellations, refunds), and coordinated with 50+ partners to resolve escalations while supporting knowledge base updates to reduce resolution time.
Customer Relations Officer
Chogon Facilities
Jan 2023 - Jan 2025 (2 years)
Responded to 30+ client inquiries daily via phone, email, and WhatsApp using CRM tools, resolving 80% of issues within 24 hours. Managed incident reports and complaints across 120 locations while monitoring SLA time limits, and drove retention with a 20% increase in customer retention through proactive follow-up.
Customer Service Representative
Acmed Healthcare Facility
Jan 2021 - Jan 2023 (2 years)
Managed patient check-ins, scheduling, and billing operations for 500+ patients using POS systems, maintaining 100% data accuracy in EMR and Excel records. Reduced appointment no-shows by 30% via reminder automation and improved patient satisfaction to 80%, while increasing repeat bookings by 25% through proactive outreach.
Customer Care Representative
Rimamory Resources
Jan 2019 - Jan 2020 (1 year)
Handled 60+ daily inbound B2C inquiries via phone, WhatsApp, and email, achieving a 98% customer satisfaction rate across the tenure. Guided 200+ customers (including parents and educators), reduced delivery delays by 30% by coordinating with dispatch, and performed post-delivery follow-ups to drive repeat purchases.
Education
Degrees, certifications, and relevant coursework
Enugu State University of Science and Technology
Bachelor of Science, Public Administration
Completed a Bachelor of Science in Public Administration at Enugu State University of Science and Technology in 2015.
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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