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Wisdom Chukwuka
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Bridgetown, Saint Michael, Barbados
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Full-time jobs
Résumé
Jobs
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Product Support SpecialistDistruJan 2025 - Aug 2025 (8 months)• Provided real-time assistance to customers via online chat on Intercom and Zoom calls, resolving queries with a 95%+ first-contact resolution rate and 98% satisfaction rate, exceeding expectations.
• Handled over 50 daily chats via Intercom with a customer-focused mindset, improving customer retention through personalized support.
• Troubleshot and resolved customer issues via Zoom and chat in a B2B commercial ERP environment, taking high ownership of customer outcomes and achieving a 97% average KPI per month.
• Collaborated cross-functionally with engineering teams by using Notion to create and track tickets, escalating complex issues and translating customer pain points into actionable solutions, reducing churn by 15%.- OCustomer Satisfaction AssociateOntrack TransportationAug 2022 - Jan 2025 (2 years 6 months)• Served as primary liaison between multiple stakeholders including clients, drivers, and internal teams, managing complex communication workflows and ensuring timely resolution of issues
• Coordinated daily operational meetings and quarterly business reviews for 150+ client accounts, managing scheduling, materials preparation, and follow-up communications with 96% client satisfaction rate
• Managed urgent situations including service disruptions, claims processing, and operational issues, implementing solutions within 4-hour SLA with 91% success rate
• Developed and maintained KPI dashboards tracking customer satisfaction, on-time delivery (92%), and service quality metrics, providing monthly performance reports to senior le - SOperations and Customer Relations AgentSelect Logistics IncMay 2021 - Jun 2022 (1 year 2 months)• Provided regular updates and training to clients on new processes and system features, conducting virtual presentations and managing ongoing customer education initiatives
• Coordinated logistics operations for 120+ business accounts, managing scheduling, resource allocation, and service delivery with $2.5M monthly volume, maintaining 94% customer retention rate
• Monitored and analyzed performance metrics including delivery success rates, customer satisfaction scores, and operational efficiency, creating weekly reports for management review
• Managed operations across multiple technology platforms, ensuring seamless integration and troubleshooting technical issues to maintain service continuity
• Led implementation of - OCustomer Support AssociateOwestar LimitedSep 2018 - Jan 2020 (1 year 5 months)• Coordinated customer support across phone (40+ calls/day), email (25+ tickets/day), and chat channels, managing program enrollment and customer education initiatives
• Developed and executed retention strategies for at-risk accounts, reducing churn by 20% through proactive engagement
• Systematically collected and analyzed customer feedback, identifying trends and recommending process improvements that increased satisfaction from 78% to 91%
• Assisted with customer engagement events and product launches, managing logistics, materials preparation, and follow-up communications
• Tracked and reported on key customer service metrics, contributing to data-driven decision making and continuous improvement initiatives
Education
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- EEnglish Proficiency Test (C2)EF SETFeb 2025
- Virtual Intensive Assistant TrainingALX AfricaOct 2024
- EMust Have Skill For Virtual AssistantErin BoothOct 2024
- DProject Management TrainingDexa AcademyNov 2023
- PsychologyMcDaniel CollegeAug 2022 - Sep 2025 (3 years 2 months)CGPA 4.0
- HLogistics Operation and Administration TrainingHedgehog IncJan 2021
- BGeneral StudiesBenjamin Model CollegeSep 2013 - Nov 2016 (3 years 3 months)CGPA 3.8