Catherine Oniah

Results-driven Remote Customer Service Representative with 5+ years of experience in high-volume customer support, scheduling coordination, and CRM-based service environments. Skilled in handling inbound and outbound customer inquiries, resolving issues via phone and email, managing requests in Zendesk, and maintaining accurate documentation across multiple systems. Proven ability to deliver excellent customer experiences in fast-paced remote environments while consistently meeting service quality and efficiency targets.

Customer Support & Scheduling Coordinator at KNCV Foundation (2023-10 – 2026-03)

• Managed 50+ daily inbound customer inquiries via phone and email, providing scheduling support and service coordination
• Reduced customer wait times by 30% through improved scheduling workflows and request triage
• Maintained 100% accuracy in CRM documentation and customer interaction records
• Served as first point of contact for customer support, resolving routine issues and escalating complex cases

Customer Service Coordinator | Team Lead at Sycath Limited (2020-01 – 2023-12)

• Handled 80+ daily customer interactions in a remote call center environment
• Achieved 90%+ first-contact resolution through structured triage and escalation processes
• Promoted to Team Lead within 6 months based on performance and leadership ability
• Trained and onboarded 30+ remote agents on customer service workflows and CRM usage

B.Sc. in Medical Biochemistry – University of Cross River State