Customer Service & Technical Support Specialist

CHIKA OKORONKWO

East Orange, NJ *****

****************@*****.*** • 862-***-****

Professional Summary

Customer Service Specialist with over 10 years of experience in technical support, customer

service, data entry, and high-volume call center operations. Strong background in conflict

resolution, documentation, and mentoring new staff. Proven ability to streamline workflows,

improve customer satisfaction, and consistently exceed performance metrics.

Core Skills

Help Desk Software (Zendesk, Freshdesk)

Remote Desktop Support

Hardware Troubleshooting

Ticketing Systems

Microsoft Office Suite

Documentation & Time Management

Supervisory Support

Business Management

Inventory & Warehouse Operations

Shipping/Receiving

Data Entry

Communication & Customer Relations

Education

Business Management

New Jersey City University - Jersey City, NJ

Certified Home Health Aide

Academy of Training/Employment - Newark, NJ

Certifications

Certified Home Health Aide

Certified CPR

Professional Experience

Helpdesk Specialist - CSI Companies

Aug 2021 - Dec 2025

Resolved 50+ technical issues weekly, improving system efficiency by 30%.

Responded to 150+ calls/emails monthly, increasing customer satisfaction by 20%.

Improved documentation processes, reducing resolution time by 30%.

Customer Care Representative - Jacksonville Bar & Associates

Oct 2020 - Aug 2021

Reviewed 100+ rental assistance applications, improving processing efficiency by 25%.

Supported 50+ tenants affected by COVID-19 with essential services.

Trained 10 new hires in 4 weeks, improving onboarding speed.

Customer Care Representative - Kent/Express Pros

Jan 2020 - Oct 2020

Processed 100+ daily orders with consistent accuracy.

Resolved 95% of misplaced orders through improved tracking.

Patient Care Coordinator / Data Entry - Conduent & Asembia

2017 - 2019

Managed HIPAA-compliant calls and 50+ daily refill requests.

Verified prescriptions with 50+ physicians weekly, reducing errors by 25%.

Streamlined insurance verification for 100+ patients monthly.

Customer Service Support - Refundo/Manpower

Jan 2017 - Apr 2017

Managed 150+ weekly tasks in a fast-paced environment.

Mentored 20+ new reps, improving call success rates by 30%.

Copilot may make mistakes 3

Dispatcher - Urban Express

Feb 2014 - Jan 2017

Coordinated schedules for 20+ drivers, improving route efficiency.

Reduced service restoration time by 30% through proactive coordination.

Customer Service Supervisor - Quest Group / Pitney Bowes / UPS

Jan 2013 - Jan 2014

Managed 50+ daily calls and troubleshooting tasks.

Led a team of 10, achieving 95% on-time project completion.

Payroll / Accounts Payable - VA Hospital / Express Employment

Jan 2012 - Jan 2013

Reconciled 500+ invoices monthly, improving efficiency by 15%.

Streamlined vendor processes, boosting oversight by 20%.

Customer Service Representative - Costume Supercenter

Jan 2008 - Jan 2012

Managed 50+ daily calls with a 95% satisfaction rating.

Improved billing accuracy by 25% through systematic issue resolution.

Customer Service Supervisor - New Jersey City University

Jan 2005 - Jan 2008

Executed 250+ outbound calls daily, generating qualified leads.

Recruited and trained 20+ staff, improving productivity by 20%.

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