Customer Support professional with 8+ years of experience delivering high-quality international customer service across email, live chat, and ticketing systems. Proven ability to resolve customer inquiries related to orders, payments, refunds, and service issues while meeting KPIs and SLA targets. Experienced in multinational and remote support environments serving global customers.
Hi, I’m
ONU PAUL DICKSON
Abuja
Summary
Overview
1
Certification
13
years of professional experience
Work History
CALLNOVO Contact CenterOntario, Canada
Customer Service Representative (Remote)
04.2023 - 06.2026
Job overview
- Achieved 90%+ customer satisfaction (CSAT) through accurate and empathetic support
- Maintained 95–98% SLA compliance for first response and resolution time
- Resolved approximately 80–85% of cases on first contact, reducing repeat inquiries
- Handled 60–90 customer inquiries per day via email and live chat across international markets
- Processed 20–40 refunds or order changes weekly, adhering to all policy guidelines
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained professionalism while effectively managing high-stress situations and resolving conflicts
- Supported customers across multiple time zones in a remote, multinational environment
- Provide international customer support via email, live chat, and messaging platforms.
- Resolve customer inquiries related to orders, payments, shipping, refunds, and returns.
- Assisted customers remotely, ensuring clear communication and support throughout inquiries
- Accurately document and track cases using ticketing systems and CRM tools
- Maintained 100% accurate ticket documentation, supporting smooth escalations and audits
- Escalate complex issues and collaborate with internal teams.
- Escalate complex issues to internal departments following established procedures
- Collaborate with cross-functional teams to ensure timely issue resolution
- Maintain up-to-date product and policy knowledge to deliver accurate support
- Meet performance targets including CSAT, response time, and quality metrics
- Support customers in a professional, empathetic, and customer-first manner
- Support customers in a professional, empathetic, and customer-first manner
Gray Rush Energy Ltd
Administrative Assistant / Customer Support
11.2016 - 07.2022
Job overview
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Managed customer inquiries across phone, email, and chat support to ensure comprehensive assistance.
- Resolved complaints while coordinating internal communication for swift resolutions.
- Consistently resolved customer complaints within defined internal timelines
- Processed customer requests, complaints, and service follow-ups
- Responded to 40–60 customer inquiries per day via phone and email
- Reduced average response time by ~20% through improved internal coordination
- Maintained records for 500+ customer interactions per month with high accuracy
- Recorded and maintained detailed customer interaction and transaction records for accuracy.
- Escalated priority issues in compliance with company policy
- Coordinated internal communication to improve service efficiency
- Created and updated reports, spreadsheets, and customer databases
- Supported customer satisfaction initiatives in a process-driven environment
- Supported preparation of monthly service and operations reports for management
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Jose Merchants & Contractors Ltd
Administrative Assistant / Customer Support
12.2013 - 11.2016
Job overview
- Managed day-to-day office operations and customer communications
- Oversaw daily customer communications regarding logistics, sales, and inquiries to maintain operational flow.
- Managed daily customer communications related to logistics, sales, and inquiries
- Addressed customer inquiries with clear, professional responses to ensure satisfaction and resolve issues.
- Resolved customer complaints within defined service guidelines
- Coordinated customer communications to streamline logistics processes and enhance service delivery.
- Prepared shipping documents and coordinated logistics and deliveries
- Prepared 20–30 shipment and delivery documents per week, ensuring on-time dispatch
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Maintained filing systems, records, and operational documentation
- Improved document retrieval efficiency by ~15% through better filing and organization
- Supported productivity, scheduling, and internal coordination initiatives
- Reduced follow-up complaints by providing clear explanations and proactive updates
Education
Imo State UniversityNigeria
B.Sc. from Economics
02.2012
University Overview
Skills
- Email and Live Chat Support
- International Customer Support
- Remote Customer Support
- Product knowledge
- SLA compliance
- Ticketing systems
- Order fulfilment
- Returns management
- Issue Escalation
- Complaint handling
- FAQ
- Attention to Detail
- Problem-solving
- Active listening
- Team collaboration
- Remote teamwork
- Adaptability and flexibility
Languages
English (Fluent)
Certification
- Google Professional IT Support
- Certified Customer Service Professional
- Gorgias User
Accomplishments
Accomplishments
- Successfully handled high-volume international customer inquiries across email and live chat channels while maintaining quality and response-time standards
- Consistently resolved customer issues related to orders, payments, refunds, and cancellations in accordance with company policies and procedures
- Contributed to improved customer satisfaction by providing accurate information, clear communication, and timely follow-ups
- Maintained detailed and accurate case documentation using ticketing and CRM systems, supporting smooth internal escalation and reporting
- Recognized for reliability and consistency in meeting daily productivity targets and service KPIs
- Supported cross-functional teams by coordinating issue resolution and ensuring seamless communication between departments
- Reduced repeat customer inquiries by providing thorough first-contact resolutions and clear explanations
- Demonstrated strong attention to detail by maintaining accurate customer records, transaction logs, and service reports
- Built positive, long-term relationships with customers through a professional, calm, and empathetic support approach
- Adapted quickly to new tools, workflows, and service requirements in multinational and remote work environments
Custom
Custom
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Timeline
Customer Service Representative (Remote)
CALLNOVO Contact Center
04.2023 - 06.2026
Administrative Assistant / Customer Support
Gray Rush Energy Ltd
11.2016 - 07.2022
Administrative Assistant / Customer Support
Jose Merchants & Contractors Ltd
12.2013 - 11.2016
Imo State University
B.Sc. from Economics