Gift

Gift Kosiso Okeke
📍 Bloka 34, Pyrohova Street, Vinnitsia City, Vinnytsia 21000, Ukraine
📍 +993573723 | 📍 [открыть контакты](см. выше в блоке «контактная информация»)

Professional Summary

Customer Service Specialist with 4+ years of experience in e-commerce, technology,
and fashion industries. Proven track record of meeting key performance indicators
(KPIs) while enhancing customer satisfaction and loyalty. Skilled in customer
retention, issue resolution, technical troubleshooting, and CRM systems. Adept at
managing high-volume inquiries, analyzing customer concerns, and implementing
solutions that drive efficiency and revenue growth. Strong communicator with
experience collaborating with cross-functional teams to optimize service operations.

Key Skills

 Customer Support & Retention
 CRM & Ticketing Systems (Zendesk, Sprout Social, Monday.com, Aircall)
 Order Management & Issue Resolution
 Complaint Handling & Conflict Resolution
 Live Chat, Email & Social Media Support
 Data Entry & Accuracy
 Process Improvement & Documentation
 Technical Troubleshooting
 Strong Verbal & Written Communication
 Multitasking & Time Management
 Team Collaboration & Adaptability

Professional Experience

Social Media Customer Support Specialist

IL MAKIAGE COSMETICS | Sept 2024 – Jan 2025

 Managed social media support (Facebook, Instagram) via Sprout Social,
handling an average of 100+ inquiries daily.
 Maintained an average response time of under 5 minutes, meeting KPI targets
for customer satisfaction.
 Provided accurate assistance on company products, promotions, and policies,
reducing product-related inquiries by 10%.
 Collaborated with internal teams to implement service improvements, leading
to a 5% increase in customer retention.
Customer Support Specialist

PEXLY – Sweatcoin & Sweat Economy Project | June 2022 – July 2024

 Managed 200+ daily customer support tickets via Zendesk, maintaining a
resolution rate of over 90% within SLA timelines.
 Reduced unresolved trade issues by 15%, improving user engagement and
retention.
 Provided app-related technical support, leading to a 20% reduction in
recurring technical inquiries.
 Met KPI targets for response time and issue resolution, contributing to a 7%
increase in customer satisfaction ratings.
 Worked with the product team to refine support strategies, optimizing
response workflows and increasing efficiency.

Customer Support & Operations Team Lead

Window Repair NYC | June 2021 – April 2022

 Managed inbound/outbound calls via Aircall, handling an average of 50+
customer inquiries daily.
 Converted 25% of potential leads into service engagements, boosting revenue
by 15%.
 Streamlined appointment booking and technician coordination via
Monday.com, reducing scheduling conflicts by 30%.
 Resolved customer complaints, achieving a 75% reduction in escalations and
improving service ratings.

Customer Support Specialist

CAPBEAST | June 2020 – Dec 2020

 Assisted customers with order inquiries and issue resolution via Zendesk,
managing 80+ daily tickets.
 Improved data accuracy by 15% through meticulous record-keeping and
database management.
 Compiled reports that led to the implementation of new service strategies,
reducing ticket backlog by 20%.

Education & Certifications

Bachelor of Law (LLB)

National University Odesa Law Academy, Odesa, Ukraine | 2014 – 2019

Certifications:
  TEFL-TESOL Certification (40-Hour Elementary TESOL Course) | TEFL-
TESOL Academy, 2018

Additional Information

 Languages: Fluent in English
 Work Authorization: Eligible to work remotely and in international customer
support roles