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Prosper Chilaka

@prosperchilaka

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Customer service professional delivering efficient technical support and process improvements with measurable impact.

Nigeria

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What I'm looking for

I seek a customer-focused role where I can solve issues, mentor teammates, improve processes, and deliver measurable service improvements.

I am a dedicated customer service representative with five years of experience supporting customers across industries and improving support operations. I focus on resolving complex issues, mentoring teammates, and maintaining high service standards.

At Quindax I coordinated schedules, trained new hires, and collaborated across departments to streamline customer-facing processes. At ArrowHead Organization I managed high-volume queues, cleared 95% of daily tickets, improved self-service adoption by 40%, and helped speed bug fixes by 20%.

I bring strong time management, de-escalation, and CRM proficiency (Zendesk, Freshdesk) to roles that value measurable performance improvements, team development, and reliable technical support.

Experience

Work history, roles, and key accomplishments

Customer/Technical Support Agent

ArrowHead Organization

Apr 2023 - Apr 2025 (2 years)

Managed high-volume support queues, clearing 95% of daily tickets and updating knowledge-base articles to increase self-service usage by 40% while logging critical issues for faster engineering fixes.

Technical Support Ticketing SLA Management Knowledge Base Zendesk Freshdesk CRM

Customer Service Coordinator

Quidax

Jan 2020 - Feb 2023 (3 years 1 month)

Coordinated schedules and coverage for customer service representatives, trained new hires, and resolved escalations to improve service reliability and response times.

Customer Service Scheduling Training Escalation Management Process Improvement Cross Functional Collaboration Zendesk Freshdesk

Education

Degrees, certifications, and relevant coursework

Abia State University, Uturu

Bachelor of Medical Laboratory Science, Medical Laboratory Science

2018 - 2023

Earned a BMLS in Medical Laboratory Science, completing coursework and degree requirements from January 2018 to September 2023.

College of Production and Operations Management

Advanced Diploma, Productions and Business Operations Management

2015 - 2017

Completed an Advanced Diploma in Productions and Business Operations Management focusing on production and operations practices from May 2015 to June 2017.