CHUKWUJEKWU Okoye

I've supported customers at ProLabs and Macquarie Group across Nigeria, Australia, and international markets, handling phone, email, and live-chat enquiries in SLA-driven environments. At ProLabs, I manage 50+ daily customer enquiries and maintain a 95% customer satisfaction score. I resolve 80% of cases on first contact, reducing ticket escalations by 20% through structured troubleshooting and documented solutions. At Macquarie Group, I prioritised email and chat queries to consistently meet a two-hour SLA while working remotely across time zones. I also documented customer feedback, built reusable troubleshooting notes, and guided new customers through product setup and FAQs. I'm comfortable with HubSpot, Zendesk, knowledge-base documentation, ticket prioritisation, onboarding, and cross-cultural asynchronous communication.