Open to opportunities

Oluchi Achumnole

@oluchiachumnole

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Customer Care Manager delivering high-touch support and measurable service improvements.

Nigeria

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What I'm looking for

I’m looking for a customer service role where I can build strong relationships with customers, help solve their problems, and represent the company positively. I value a team that communicates well, supports growth, and gives me the chance to use my communication and problem-solving skills to make every customer interaction a good one.

I am a dedicated Customer Care Manager with over seven years of hands-on experience delivering exceptional multi-channel customer support across email, chat, phone, and in-branch interactions. I consistently use industry-standard CRMs like Zendesk, Freshdesk, and HubSpot to manage tickets, track interactions, and drive timely resolutions.

Throughout my career I have driven measurable improvements in support KPIs: maintaining 95% SLA adherence, achieving high first-contact resolution rates, reducing average handling time by 20%, and contributing to team efficiency gains through knowledge-base development and cross-functional collaboration.

I bring strong troubleshooting skills, technical support experience with tools such as AnyDesk and LogMeIn, and a commitment to clear communication, confidentiality, and process improvement. I thrive in fast-paced, remote, and multi-timezone environments where I can mentor teams and elevate the customer experience.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Representative

Current

Cent Uc Int’l

Aug 2024 - Present (1 year 2 months)

Handled 30+ daily inquiries across email, live chat, and phone using Zendesk, Freshdesk, and HubSpot, achieving an 85% first-contact resolution rate and closing 95% of tickets within SLA.

Zendesk Freshdesk HubSpot Multichannel Support SLA Management Ticketing Systems Slack Zoom

Customer Service Representative

Guarantee Trust Bank

Jul 2021 - Jul 2024 (3 years)

Resolved 80+ customer tickets daily for online/mobile banking and account issues, achieving 70%+ first-contact resolution and meeting SLA targets by resolving 95% of tickets within standard timeframes.

Customer Support Ticketing Systems Banking Operations Escalation Management SLA Documentation

Virtual Assistant

Nolach Global Ventures

Mar 2019 - Dec 2021 (2 years 9 months)

Supported the CEO with calendar and inbox management (200+ emails/week) and handled partner/media inquiries, improving workflow efficiency by 25% and achieving a 92% positive response rate for engagement outreach.

Inbox Management Calendar Management Social Media Management Client Communication Administrative Support CRM

Part Time Teacher

Early Fis Schools

Apr 2016 - Feb 2019 (2 years 10 months)

Delivered instruction and communicated with 100+ students and parents weekly, achieving 95% satisfaction in parent-teacher surveys and 90%+ parental engagement in student progress.

Parent engagement Classroom Management Lesson planning Documentation Time Management