Kate Onu

Experienced and goal-oriented Customer Support and Telecalling Specialist with strong proven ability to handle high volume client interactions across phone, email and other social platforms. Skilled in clear communication, active listening and empathy and conflict resolution to handle inquiries professionally and build lasting client relationships. Adept at using CRM systems to maintain accurate records, streamline workflows and consistently meet performance targets.

Recognized for delivering customer-focused service, achieving satisfaction goals, and contributing to team success in fast paced remote environments.

Customer Support Specialist at Digital Witch Support Community (2025-12 – Present)

• Handle 40+ daily client calls via phone, email and WhatsApp.
• Achieved a 70% customer satisfaction rating by delivering professional and empathetic support.
• Consistently met SLA targets, ensuring timely resolution of client queries.
• Reduced average response time by 20% through efficient use of CRM ticketing systems.
• Recognized by management for professionalism and positive attitude in high-pressure situations

Customer Support Representative at Scripture Union Bookstore (2025-04 – 2025-12)

• Responded to customer inquiries via phone, email ensuring timely and accurate resolutions
• Assisted clients with product information troubleshooting and account management improving overall customer satisfaction
• Documented customer interactions in CRM systems to track issues and follow up effectively
• Collaborated with team members to escalate complex cases and provide seamless support
• Maintained high professionalism and empathy in high-pressure situations, contributing to positive customer experiences
• Supported onboarding of new customers by guiding them through product features and usage

Customer Service Representative at Geek Thrills (2024-02 – 2025-03)

• Resolved 50+ daily customer inquiries via phone, email and live chat, maintaining 98% satisfaction and enabling 30% repeat orders
• Processed and tracked over 150 monthly orders with zero discrepancies, ensuring on-time delivery and accurate invoicing
• Built customer profiles in Google Sheets, enabling personalized follow-ups and 25% increase in re-order rates.

Bachelors of Art in History – University of Benin (2025-12)