Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Work Preference
Quote
Software
Languages
Accomplishments
Timeline
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Stephanie Onoja

Stephanie Onoja

Onitsha

Summary

Empathic and results-driven Customer Support Specialist with 6years of experience delivering excellent service via email, live chat, and phone. Proven track record of boosting customer satisfaction by 30%, reducing ticket resolution time by 25%, and maintaining a 95% average CSAT score. Adept at using tools like Zendesk, Hubspot and Freshdesk to resolve complex issues efficiently. Committed to creating positive customer experiences while supporting business goal

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Eagles Communication Ltd
07.2024 - Current
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business, resulting to 35% increase in sales
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
  • Responded to customer requests for products, services, and company information, resulting to 50% increase in sales and customer retention
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Customer Support Representative

BTC DANA
01.2022 - 05.2024
  • Resolved over 1,200+ customer tickets monthly with a 92% first-contact resolution rate
  • Boosted customer satisfaction scores (CSAT) by 35% through personalized issue handling
  • Reduced average ticket handling time by 28% by optimizing internal help desk workflows
  • Collaborated with the product team to troubleshoot and escalate recurring tech issues, cutting issue recurrence by 40%
  • Trained 3 junior support staff, resulting in a 20% increase in team efficiency
  • Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.

Customer Service Representative

Amara Oil and Gas Company
06.2016 - 01.2019
  • Answered 50+ customer calls per day and managed live chats, maintaining a 97% satisfaction rating
  • Processed and tracked 500+ customer orders monthly with 99.5% accuracy
  • De-escalated 85% of complaint cases, turning negative experiences into repeat business
  • Supported a seamless return/refund process, cutting dispute resolution time by 30%
  • Recognized as “Top Performer” for 3 consecutive quarters
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Education

Bachelor of Arts - Business Administration And Management

National Open University
Abagana, Anambra State
01-2026

OND - Business Administration And Management

Institute Of Management And Technology, Enugu
Enugu, Enugu State, Nigeria
04-2021

Skills

  • Customer Relationship Management (CRM)
  • Conflict Resolution and Problem Solving
  • Helpdesk Software (Hubspot, Zendesk, Freshdesk)
  • Order Management & Refund Processing
  • Multitasking & Time Management
  • Microsoft Office
  • Empathy Driven Communication
  • Google Suite
  • Team Player
  • Active Listening
  • Notion
  • Slack
  • Scheduling
  • Appointment scheduling
  • Customer relationship management (CRM)
  • Conflict resolution
  • Live chat support
  • Microsoft outlook
  • Client relations
  • Order processing
  • Data entry
  • Lead generation
  • Documentation
  • Administrative support
  • Technical support

Certification

Basic IT Support (Digital Witch Community)

Serving Customers Through Chat and Text ( Linkedin Learning)

ALX Virtual Assistant Course_Honours

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimePart TimeContract WorkInternshipGig Work

Work Location

RemoteOn-Site

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsWork from home optionTeam Building / Company RetreatsPaid sick leaveHealthcare benefits

Quote

Reality is nothing but a collective hunch.
Lily Tomlin and Jane Wagner

Software

Zendesk

Freshdesk

Notion

Zoho Desk

Intercom

Slack

Outlook

Google workspace

Hubspot

Livechat

Zoom

Manychat

Languages

English
Advanced (C1)

Accomplishments

  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 7 staff members.

Timeline

Customer Service Representative

Eagles Communication Ltd
07.2024 - Current

Customer Support Representative

BTC DANA
01.2022 - 05.2024

Customer Service Representative

Amara Oil and Gas Company
06.2016 - 01.2019

Bachelor of Arts - Business Administration And Management

National Open University

OND - Business Administration And Management

Institute Of Management And Technology, Enugu

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Stephanie Onoja