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Isaiah Nkeze

@isaiahnkeze

Customer Experience Specialist in remote support who resolved 1,200+ inquiries with a 98.5% CSAT score.

As a Customer Experience & Support Specialist for a Private Client, I managed email and live chat support, resolving 1,200+ customer inquiries with a 98.5% CSAT rating. I streamlined ticket triage in HubSpot CRM, cutting first-response times by 45% while maintaining 100% SLA compliance.

I also troubleshot account, onboarding, and subscription billing issues, and documented bugs for engineering escalation. I created reusable response macros and Knowledge Base guides, and analyzed support trends in Excel and Google Sheets to inform product improvement.

Experience

Work history, roles, and key accomplishments

Customer Experience & Support Specialist

Private Client

Jan 2024 - Jan 2026 (2 years)

Managed multi-channel non-voice support operations across email ticketing and live chat, resolving 1,200+ customer inquiries with an average 98.5% CSAT rating. Streamlined ticket triage protocols and queue management in HubSpot CRM, cutting first-response times by 45% and maintaining 100% SLA compliance.

HubSpot Zendesk Intercom Freshdesk Slack Trello Asana Excel Google Sheets Ticket Triage SLA Management Customer Onboarding Bug Escalation Knowledge Base Canned Responses

Customer Records & Support Assistant

Land Surveying Operations

Jan 2023 - Dec 2023 (11 months)

Answered incoming client inquiries and cross-checked complex project data requests against source logs with zero discrepancies. Logged, tagged, and assigned client support requests in a centralized database to optimize queue visibility and resolution tracking.

Data Entry Database Management client support Document Management Query Resolution

Helpdesk & Administrative Support Assistant

S.M.A. College

Jan 2021 - Dec 2023 (2 years 11 months)

Provided non-voice administrative and helpdesk support via email and digital channels to 500+ students, parents, and institutional staff. Resolved account registration, fee schedule, and policy complaints via clear, empathetic written communication, maximizing first-contact resolution.

Email Support Help Desk Administrative Support Communication Skills First Contact Resolutions