Christopher

KENNETH UMEH
CUSTOMER SUPPORT REPRESENTATIVE / CUSTOMER SUPPORT MANAGER
CUSTOMER EXPERIENCE • TEAM SUPPORT • ESCALATIONS • CRM • SERVICE OPERATIONS
[відкрити контакти](див. вище в блоці «контактна інформація») • Telegram: @Chris_3_5 • Nigeria • Remote / International

CUSTOMER SUPPORT
◆ Inbound & Outbound Support
◆ Phone / Email / Chat
◆ Active Listening
◆ Issue Resolution
◆ Complaint Handling
◆ Escalation Management
◆ Customer Education
◆ Follow-up
MANAGEMENT
◆ Team Coordination
◆ Task Allocation
◆ Quality Monitoring
◆ Coaching & Feedback
◆ SOP Compliance
◆ Performance Tracking
◆ Escalation Ownership
◆ Process Improvement
OPERATIONS
◆ CRM Management
◆ Ticket Documentation
◆ Data Entry
◆ Reporting
◆ Time Management
◆ Multitasking
◆ Service Standards
TOOLS
◆ Windows / PC
◆ CRM Platforms
◆ Microsoft Excel
◆ Google Workspace
◆ ChatGPT
◆ Email & Messaging
◆ Remote Collaboration
EDUCATION
B.Eng. Civil Engineering
University of Nigeria, Nsukka
LANGUAGE
◆ English — Advanced / Professional

PROFESSIONAL PROFILE
Customer Support professional with 2+ years of experience in customer communication, service operations, sales support and client relationship management, with strong potential for team-lead and support-management responsibilities. Skilled in handling customer enquiries, resolving issues, documenting interactions, coordinating escalations and maintaining high service standards. Comfortable supporting international customers through phone, email and digital channels. Organized, patient and results-oriented, with strong multitasking, communication and problem-solving abilities.
PROFESSIONAL EXPERIENCE
Customer Support & Client Operations Specialist | Remote / International Client Environment
• Handled customer enquiries across phone and digital communication channels, identifying needs and providing clear, professional support.
• Resolved customer issues by investigating requests, coordinating with relevant stakeholders and following cases through to completion.
• Managed escalations professionally, keeping customers informed and ensuring unresolved issues reached the appropriate team.
• Maintained accurate CRM records, customer histories, case notes, follow-up tasks and service information.
• Supported customers with product/service questions and explained next steps in a clear and patient manner.
• Followed up on open cases and customer requests to improve responsiveness and prevent missed actions.
• Identified recurring customer issues and communicated feedback to support process improvement and better service delivery.
• Worked independently in a remote environment while maintaining reliability, organization and consistent customer communication.
Customer Service & Sales Support Specialist | Remote
• Supported customers and prospects through phone, email and messaging channels.
• Qualified customer needs, handled objections and helped customers identify appropriate solutions.
• Supported retention and upselling opportunities by understanding customer requirements and maintaining positive relationships.
• Coordinated customer information and tasks between clients and internal stakeholders.
SUPPORT MANAGEMENT CAPABILITIES
TEAM SUPPORT Coordinate daily tasks • Prioritize queues • Support teammates • Share knowledge • Provide constructive feedback
QUALITY & PERFORMANCE Monitor service quality • Review customer interactions • Track recurring issues • Maintain response standards • Support performance improvement
ESCALATIONS Own complex customer cases • Coordinate internal resolution • Communicate updates • Ensure closure and customer follow-through
PROCESS IMPROVEMENT Identify recurring problems • Improve workflows • Maintain SOPs • Strengthen documentation • Reduce missed follow-ups
CUSTOMER EXPERIENCE Empathy • Active listening • Clear communication • De-escalation • Customer education • Retention
TECHNICAL SKILLS
Windows / PC user • CRM systems • Microsoft Excel • Google Workspace • Email & business messaging • Ticket / case documentation • ChatGPT • Remote collaboration tools
PROFESSIONAL STRENGTHS
Patient • Responsible • Calm under pressure • Organized • Flexible • Detail-oriented • Team-oriented • Service-minded • Fast learner