Looking for a job

Oluchi Arinze

@oluchiarinze

Message

I lead customer support teams that improve resolution speed, satisfaction, and customer retention.

Nigeria

Message

What I'm looking for

I'm looking for a customer service or customer experience role where I can lead support operations, resolve complex customer issues, coach teams, and improve satisfaction, resolution time, and customer retention.

At FoodCourt, I lead and coach three Customer Support Associates across calls, live chat, email, and social media, maintaining 95%+ quality assurance and 98% SLA compliance. I resolve 40–60 complex escalations weekly and helped increase CSAT by 15% while reducing average resolution time by 20%.

I've supported customers across food-tech, fashion, hospitality, and business operations, managing high-volume inquiries, CRM records, refunds, payment disputes, and service-quality issues. I bring hands-on experience with Freshdesk and 3CX, a solution-focused approach to escalations, and a consistent record of strong CSAT and first-contact resolution.

Experience

Work history, roles, and key accomplishments

Current

Team Lead, Customer Service Agents

Current

FoodCourt

Jun 2023 - Present (3 years 2 months)

Led and coached a team of 3 Customer Support Associates, maintaining a 95%+ quality assurance score and meeting daily SLA targets. Resolved 40–60 complex escalations weekly, achieving a 90% first-contact resolution rate and contributing to a 15% increase in CSAT.

Freshdesk 3CX Zoho Cliq Microsoft Office Teams Google Sheets Customer Relationship Management Conflict Management Team Leadership SLA

Customer Experience Associate

Innate Fashion House

Jun 2022 - Jan 2023 (7 months)

Investigated and resolved 40+ customer, vendor, and stakeholder inquiries weekly, maintaining a 90%+ satisfaction rate. Analyzed service trends and prepared weekly reports, contributing to a 15% reduction in escalations.

Freshdesk 3CX Zoho Cliq Microsoft Office Teams Google Sheets Customer Relationship Management Conflict Management Data Analysis Quality Assurance

Customer Service Officer

Legacy Investment Technology Co.

Sep 2019 - May 2022 (2 years 8 months)

Managed 50+ inbound calls and customer inquiries daily, maintaining a 95% CSAT rating. Resolved inquiries via phone, email, and in person, achieving a 90%+ first-contact resolution rate and contributing to a 25% reduction in recurring complaints.

Freshdesk 3CX Zoho Cliq Microsoft Office Teams Google Sheets Customer Relationship Management Conflict Management Problem Solving

Customer Service Intern

Rabeque Fashion House

Nov 2016 - Aug 2019 (2 years 9 months)

Assisted 30–40 customers weekly with product inquiries, sizing, order placement, and after-sales support, contributing to a 90%+ satisfaction rate. Maintained customer records and processed orders and returns.