Chinonso Wilfred

Customer-focused Email Support Specialist with 4+ years of experience providing exceptional support via email for international clients. Skilled in managing high email volumes, resolving customer inquiries, troubleshooting issues, and ensuring customer satisfaction. Adept at using helpdesk tools, templates, and knowledge base resources to deliver accurate, timely, and empathetic responses.

EMAIL SUPPORT SPECIALIST - Transsion Holdings (iSON Xperiences) - Lagos, Nigeria

(2022-01)

• Provide fast, accurate, and professional responses to customer inquiries via email.
• Manage and resolve 50+ customer tickets daily with a first response time of under 2 hours.
• Assist customers with product information, order tracking, returns, refunds, and technical issues.
• Investigate and troubleshoot issues using internal tools and knowledge base resources.
• Escalate complex issues to the appropriate team while keeping customers informed.
• Maintain high customer satisfaction with an average rating of 4.8/5.
• Document common issues and solutions to improve knowledge base articles.
• Collaborate with the support team to improve processes and response templates.

EMAIL SUPPORT ASSOCIATE - Andela Nigeria - Lagos, Nigeria

(2020-06 - 2021-12)

• Handled customer inquiries via email regarding account setup, billing, and general support.
• Responded to an average of 40+ emails per day while maintaining quality and accuracy.
• Used macros and canned responses to improve efficiency and consistency.
• Followed up with customers to ensure issues were fully resolved.
• Maintained organized records of customer interactions and ticket updates.
• Worked closely with other departments to ensure customer issues were resolved promptly.

CUSTOMER SUPPORT INTERN - Telus International AI Data Solutions - Remote

(2019-01 - 2020-05)

• Assisted customers via email with account and service-related inquiries.
• Monitored email inbox and responded in line with company policies and guidelines.
• Escalated unresolved issues to senior support agents.
• Gained knowledge of email support best practices and customer service principles.
• Helped maintain a positive customer experience and brand reputation.

B.Sc. - Computer Science - University of Benin (2016 - 2020)