Open to opportunities

Ezinne Aka

@ezinneaka

Message

I resolve customer issues across phone, email, and chat while improving support operations and customer outcomes.

Nigeria

Message

What I'm looking for

I'm looking for a remote customer support role where I can resolve enquiries across email, chat, and phone, maintain accurate CRM records, meet service targets, and improve customer experiences through empathetic, high-ownership support.

I've supported customers and stakeholders remotely at Unateus Company, responding to 80+ monthly enquiries through email and live chat, managing CRM records, appointment scheduling, and escalations. By identifying recurring pain points and proposing process improvements, I contributed to a 30% improvement in qualified outcomes.

Across Mcholmes Technologies, KellyNwabs Limited, and Michael Okpara University of Agriculture, I've resolved technical issues, processed requests and refunds, managed client communications, and maintained accurate documentation. At KellyNwabs, I drove a 20% annual sales revenue increase through customer retention and repeat-business initiatives while improving team efficiency by 45%.

I bring empathy, urgency, and strong ownership to every customer interaction, whether I'm resolving a complaint, coordinating follow-up, or ensuring a customer feels heard. I'm remote-ready and experienced with Zendesk, Salesforce, Microsoft Office, Google Workspace, Zoom, Teams, Slack, and AI workflow tools.

Experience

Work history, roles, and key accomplishments

Customer Support & HR Operations Officer

Unateus Company

Mar 2024 - Nov 2025 (1 year 8 months)

Responded to 80+ customer and stakeholder enquiries monthly via email and live chat, resolving issues promptly and maintaining accurate CRM records. Contributed to a 30% improvement in qualified outcomes through process improvements.

Customer Service CRM Zendesk Salesforce Email Support Live Chat Issue Resolution Escalation Management Appointment Scheduling Documentation

Technical Support & Customer Service Representative

Mcholmes Technologies Nigeria Ltd.

Mar 2023 - Jun 2023 (3 months)

Resolved 20-30 support tickets weekly via phone, email, and chat, maintaining high customer satisfaction scores. Identified recurring issues and contributed to process improvements that reduced repeat enquiries.

Customer Service Technical Support CRM Troubleshooting Phone Support Email Support Live Chat Documentation

Assistant Manager

Blend Baby Café

Apr 2022 - Nov 2022 (7 months)

Oversaw customer satisfaction across all service touchpoints, resolving complaints promptly and managing daily operational workflows and staff coordination.

Customer Satisfaction Complaint Resolution Operations Management Staff Coordination

General Manager & Customer Relations Lead

KellyNwabs Limited

Nov 2019 - Jan 2022 (2 years 2 months)

Managed all client communications and complaint resolution, driving a 20% annual increase in sales revenue through retention initiatives. Improved team efficiency by 45% through workflow optimisation.

Complaint Resolution Refund Processing De escalation Relationship Management Team Leadership Process Improvement Sales Growth

Personal Assistant & Customer Support

Michael Okpara University of Agriculture

Aug 2018 - May 2019 (9 months)

Handled 100+ weekly customer enquiries via phone, email, and in-person, processing appointment bookings and maintaining records for 500+ students.

Customer Service Appointment Scheduling Data Management Administrative Support

Administrative Assistant

Akachi Solution LLC

Sep 2012 - Mar 2014 (1 year 6 months)

Managed daily client communications as the primary liaison between the CEO and external clients, maintaining accurate records and documentation across projects.

Client Communication Record keeping Documentation Administrative Support