Hubspot
Johnkennedy CHUKWUEMEKA NNAJI
Customer Service Specialist
Lekki
Summary
Diligent Customer Service Professional with 5+ years of experience in exceeding productivity targets and maintaining current knowledge of company offerings. Skilled at listening to customers, Solves problems quickly to retain customers and delivers high level of service in every interaction in both fast-paced onsite and remote environments. Expertise in utilizing CRM tools (Zendesk, Hubspot, Intercom) and various communication channels to provide exceptional service and achieve consistently high customer satisfaction ratings.
Overview
7
7
years of professional experience
2016
2016
years of post-secondary education
6
6
Certifications
Work History
Guest Service Agent
Lagos continental Hotel
10.2021 - Current
- Achieved a 90% customer satisfaction rate by resolving inquiries and complaints across multiple channels and consistently receiving high guest satisfaction scores in surveys and reviews
- Utilize the Opera system tool to maintain accurate customer records, ensuring a seamless support experience
- Conduct post-resolution follow-ups to verify customer satisfaction and address any remaining concerns
- Cultivate strong relationships with repeat customers, anticipating their needs, and offering personalized service
- Streamline processes and procedures to improve efficiency and reduce wait times
- Collaborate with internal teams to implement customer feedback, enhancing overall service delivery
Customer Support Specialist
Swiss Finance
02.2024 - 04.2025
- Consistently exceeds customer satisfaction targets by 90% as measured by surveys, recognized as a go-to resource for colleagues on product-related questions
- Successfully manage and resolve an average of 65+ customer inquiries daily, exceeding daily targets by 15%
- Effectively collaborate with other departments to resolve customer issues and decrease escalated customer complaints by 10%
- Maintained high levels of confidentiality for customer details and credit card information
Front Desk Agent
Chatueax De Atlantique
12.2017 - 09.2021
- Simplified procedures for checking in and out: decreased wait times for customers and increased efficiency, which improves the entire customer experience
- Successfully up-sold room upgrades, hotel services, and amenities, contributing to increased revenue for the hotel by 1.5%
- Built positive and productive relationships with colleagues in other departments, such as housekeeping, maintenance, and concierge, for efficient work flow
- Volunteered for special projects and actively participated in team-bonding activities
- Resolved administrative challenges efficiently, improving office productivity by 15%
Education
B.Tech. - Industrial Chemistry/Petrochemical Technology
University of Port-Harcourt
Skills
Complaint handling
Customer service
Problem-solving
Time management
Complaint resolution
Customer relations
Decision-making
Product knowledge
Adaptability and flexibility
Verbal and written communication
Team collaboration
Active listening
Multitasking and organization
Follow-up skills
Live chat support
Customer relationship management (CRM)
Microsoft Office Suite
Websites
Certification
Zendesk Customer Service Professional, Linkedin Learning, 2025
Core Skills
Issue resolution, empathic communication, customer retention, complaint management, CRM tools (Zendesk, Freshdesk, Hubspot, Intercom), Opera PMS, Samfex PMS, Excellent written and verbal communication, active listening, phone support, email correspondence, live chat, Slack, Google Chat, Troubleshooting, Microsoft Office Suite, Google Workspace, Asana, Clickup, Monday.com, Trello, lead generation, client resales analytics, negotiation, upselling, time management, confidentiality, adaptability, collaboration, problem-solving
Software
Google suite
Slack
Zendesk
Mondaycom
Asana
Opera
Microsoft Suite
Timeline
Customer Support Specialist
Swiss Finance
02.2024 - 04.2025
Guest Service Agent
Lagos continental Hotel
10.2021 - Current
Front Desk Agent
Chatueax De Atlantique
12.2017 - 09.2021
B.Tech. - Industrial Chemistry/Petrochemical Technology
University of Port-Harcourt
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