Joshua

JOSHUA ONWUKA
CUSTOMER SUPPORT SPECIALIST
Tel: [open contact info](look above in the "contact info" section) | Email: [open contact info](look above in the "contact info" section)
PROFESSIONAL SUMMARY
Customer-focused Customer Support Professional with experience managing customer inquiries, resolving complex issues, and maintaining high service standards in fast-paced remote environments. Skilled in complaint resolution, stakeholder communication, CRM management, and process improvement. Proven ability to troubleshoot problems, document solutions, and collaborate across teams to deliver seamless customer experiences. Recognized for professionalism, attention to detail, and a proactive approach to customer success.
WORK EXPERIENCE
Customer Support & Operations Specialist Apr 2023 – Mar 2026
Prime Global Insights (PGI) | Remote
• Resolved customer inquiries and service-related issues through email, phone, and digital communication channels while maintaining high satisfaction levels.
• Investigated customer complaints, identified root causes, and coordinated timely resolutions to improve overall customer experience.
• Maintained accurate records of customer interactions, case updates, and follow-up actions to ensure service continuity and accountability.
• Collaborated with internal teams to escalate and resolve complex customer concerns efficiently.
• Monitored recurring support issues and recommended process improvements that enhanced service delivery and reduced response delays.
• Prepared customer service and operational reports to support performance monitoring and decision-making.
• Guided customers through processes and procedures, ensuring clear communication and positive service experiences.
• Managed multiple customer requests simultaneously while maintaining professionalism, accuracy, and attention to detail.

Sales Manager
Rehoboth Star International School | Bauchi, Bauchi State Aug 2023 – Mar 2025
• Lead a team of 5 admissions and marketing representatives across Bauchi State, directly responsible for achieving annual student enrollment and revenue targets.
• Achieved 108% of enrollment targets for 3 consecutive admission cycles by implementing structured weekly performance reviews and follow-up strategies.
• Increased average enrollment revenue by 18% through improved parent engagement, referral programs, and value-based consultations.
• Reduced the admissions cycle from 21 days to 12 days by refining lead qualification, streamlining follow-up processes, and improving communication with prospective parents.
• Improved enrollment forecasting accuracy from 75% to 92% by introducing real-time tracking spreadsheets and standardized reporting processes.
• Hired, onboarded, and mentored 4 admissions and administrative staff, reducing onboarding time from 2 months to 1 month through a structured training and mentorship process.
• Consistently recognized among the school's leadership team for driving enrollment growth, improving operational efficiency, and maintaining strong staff retention.

TECHNICAL SKILLS
• Customer Support (Email & Chat)
• Issue Troubleshooting & Resolution
• Customer Relationship Management (CRM)
• Customer Complaint Resolution
• Ticket Management & Documentation
• Data Entry & Record Management
• Google Workspace
• Microsoft Office Suite
• Remote Collaboration
• Process Improvement
EDUCATION
CARITAS UNIVERSITY, ENUGU, NIGERIA
Bachelor of Science (B.Sc.) in Business Administration