Kingsley

KINGSLEY CHIDOZIE
Ukraine
Email: [відкрити контакти](див. вище в блоці «контактна інформація»)
Phone: [відкрити контакти](див. вище в блоці «контактна інформація»)
Telegram: @drKingsleyy

PROFESSIONAL SUMMARY:
Customer Support Specialist with 6+ years of experience in high-performance service and call
center environments. Experienced in assisting English-speaking customers through phone, chat,
and email while resolving technical and billing-related issues. Proven track record of converting
inquiries into confirmed service bookings, retaining at-risk customers, and consistently
exceeding performance KPIs. Maintained 90%+ CSAT, achieved 85–90% booking conversion
rates, and reduced cancellations by up to 30%. Strong analytical and problem-solving skills
supported by a Bachelor’s Degree in Medicine.

CORE SKILLS:
• Customer Support & Service Booking Conversion
• Objection Handling & Persuasive Communication
• Inbound & Outbound Sales Support
• Customer Retention & Cancellation Prevention
• High-Volume Call Center Operations (100+ interactions daily)
• CRM & Ticketing Systems (Zendesk, Freshdesk, HubSpot)
• KPI Performance (CSAT, FCR, AHT, Conversion Rate)
• Revenue-Focused Customer Engagement
• SLA Compliance & Escalation Management
• Process Optimization & Performance Analysis

PROFESSIONAL EXPERIENCE:
Customer Support Representative
Locksmith Services Company | 2023 – 2026

• Assisted English-speaking customers via phone, email, and live chat, resolving urgent service
requests and guiding users through the booking process.
• Converted 85–90% of inbound emergency inquiries into confirmed service bookings, directly
contributing to consistent monthly revenue growth.
 • Closed 250–350 service jobs per month through effective objection handling and urgency-
driven communication.
• Maintained 90%+ Customer Satisfaction (CSAT) while handling 80–100 daily interactions in a
high-volume support environment.
• Resolved payment-related issues, including billing questions, refund requests, and disputed
charges.
• Helped reduce service cancellations by 30% by addressing pricing concerns, reinforcing service
guarantees, and building customer trust.
• Logged customer issues in CRM systems and escalated technical problems or recurring issues
to the operations team.

Customer Support Officer
Insurance Company | 2021 – 2023

• Provided customer support via phone and email, assisting clients with policy management,
billing issues, and account updates.
• Handled subscription-related requests, including policy renewals, cancellations, and plan
updates.
• Processed refund requests and prepared documentation for chargeback investigations when
payment disputes occurred.
• Retained up to 40% of customers considering policy cancellation through effective objection
handling and tailored solutions.
• Achieved 90% First Call Resolution (FCR) by resolving issues during the first interaction.
• Reduced Average Handling Time (AHT) by 20% while maintaining service quality and
compliance standards.

Telepharmacy Operator
Healthcare Services Provider | 2019 – 2020

• Assisted patients with prescription inquiries and order processing through phone support.
• Managed high volumes of customer requests while maintaining 100% documentation
accuracy.
• Provided clear guidance to patients, improving successful order completion rates.
• Ensured strict compliance with healthcare regulations, confidentiality standards, and internal
documentation policies.

EDUCATION:
Bachelor’s Degree in Medicine
Kharkiv National Medical University
2018 – 2024

LANGUAGES:
English — Native