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 Support Specialist with over 3 years of experience delivering exceptional customer service,
resolving complex customer issues, and improving operational efficiency in remote environments. Proven
ability to manage high-volume customer interactions, collaborate with cross-functional teams, and
maintain accurate service documentation while ensuring excellent customer satisfaction. Experienced in
CRM systems, complaint resolution, process improvement, and stakeholder communication. Adept at
identifying service gaps, streamlining support processes, and contributing to business growth through
customer-centric solutions. Seeking to leverage my expertise in customer support and operations to
deliver outstanding customer experiences in a dynamic organization.

WORK EXPERIENCE
Customer Support & Operations Specialist Apr 2023 – Mar 2026
Prime Global Insights (PGI) | Remote
• Resolved 20+ customer inquiries per day through email, phone, and digital communication channels
while maintaining a 70%+ customer satisfaction rate.
• Investigated and resolved customer complaints, identifying root causes and achieving a 76% first-
contact resolution rate for recurring issues.
• Maintained 89% accurate records of customer interactions, case updates, and follow-up actions,
ensuring seamless service continuity and accountability.
• Collaborated with cross-functional teams to escalate and resolve complex customer concerns, reducing
average resolution time by 25%.
• Analyzed recurring support issues and recommended process improvements that reduced response
delays by 20% and improved service efficiency.
• Prepared weekly and monthly customer service and operational reports that supported performance
monitoring and informed management decisions.
• Guided 35+ customers weekly through products, services, and internal procedures, resulting in
improved customer understanding and fewer repeat inquiries.
• Managed 15–20 concurrent customer cases while consistently meeting service-level agreements
(SLAs) with accuracy, professionalism, 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 87% 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 62% to 85% 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
2018 – 2022