Aisha Wonchiko
Ilorin
Summary
Dedicated and empathetic Customer Service Specialist with over 4 years of experience in chat, email, and phone support across travel, education, and beauty industries. Excellent at resolving customer issues quickly and professionally, with a strong track record of customer satisfaction. Skilled in CRM tools like HubSpot and MailChimp, experienced in working remotely, and recognized for a calm, solution-focused communication style. Ready to contribute exceptional service and proactive solutions to a customer-centric team.
Overview
5
5
years of professional experience
Work History
ESL Tutor
Preply
07.2023 - Current
- Provided prompt and effective chat support to students, addressing inquiries and boosting trial bookings.
- Built rapport with clients through tailored lesson plans, fostering trust and engagement.
- Achieved an 85.7% conversion rate from trial lessons to regular subscriptions.
Customer Support Assistant
Fiverr/Upwork
01.2021 - 06.2023
- Supported ecommerce and service clients with chat/email support, order management, and FAQs.
- Maintained CRM records and provided onboarding and aftercare support.
- Addressed customer inquiries via live chat and email, ensuring seamless travel experiences.
- Identified and resolved problem areas, providing proactive and innovative solutions.
- Streamlined communication channels, achieving a 30% improvement in response time.
Customer Experience Officer
Angel Style World Travels & Tours
01.2020 - 01.2021
- Provided prompt chat support to students, addressing inquiries and increasing booked trial lesson.
- Built rapport with clients through tailored lesson plans, fostering trust and engagement.
- Achieved an 85.7% conversion rate from trial lessons to regular subscriptions, demonstrating strong interpersonal and problem-solving skills.
- Delivered excellent customer support through live chat, email, and phone, achieving a 96% satisfaction rate.
- Resolved customer complaints efficiently, reducing the average resolution time by 25%.
- Collected and tracked user feedback, collaborating with teams to implement improvements.
Education
Diploma - Business Study
ALISON
01.2020
Bachelor of science - Zoology
UNIVERSITY OF ILORIN
01.2015
Skills
- Customer Support (Live Chat, Email, Phone)
- CRM Software (HubSpot, MailChimp)
- Technical Proficiency & Troubleshooting
- Complaint Resolution & Retention
- Effective Communication & Teamwork
- Analytical Thinking & Feedback Management
- Order Management & Issue Tracking
- Adaptability & Problem Solving
- Google Workspace, Microsoft Office
- Social Media Engagement & Support
Timeline
ESL Tutor
Preply
07.2023 - Current
Customer Support Assistant
Fiverr/Upwork
01.2021 - 06.2023
Customer Experience Officer
Angel Style World Travels & Tours
01.2020 - 01.2021
Bachelor of science - Zoology
UNIVERSITY OF ILORIN
Diploma - Business Study
ALISON
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