Customer Support Specialist and Retention Specialist

Alexia Onyenwe

Houston, TX, United States 832-***-**** ******.*******@*****.***

Professional Summary

Customer Support Specialist with solid experience delivering high-quality service across phone, email, and live chat channels. Consistently handled 60+ inbound calls daily, achieving a 95% first-call resolution rate and reducing churn through proactive follow-ups. Skilled in problem-solving, CRM platforms (Salesforce, Zendesk) and cross-functional collaboration. Seeking to leverage strong customer-service expertise to boost satisfaction and retention for a forward-thinking organization. Core Skills

• Skills: Ticketing Systems & Helpdesk Tools

• Core Skills: Customer Service & Support, Call Center Operations (50–60+ calls/day), Issue Resolution & Troubleshooting, CRM Systems (Salesforce, Zendesk, etc.), Customer Retention & Satisfaction, Communication (Phone, Email, Chat), Conflict Resolution, Data Entry & Documentation, Team Collaboration, KPI & SLA Management, Training & Onboarding, Time Management & Multitasking

• CRM Tools: Salesforce, Zendesk, HubSpot

• Microsoft Office Suite: Excel, Word, Outlook

• Google Workspace: Google Workspace

Professional Experience

Marathon Petroleum Corporation Jul 2024 - Present

Customer Support Representative

• Manage 60+ inbound calls daily using Zendesk and Google Workspace, resolving account and service issues to maintain high customer satisfaction

• Identify root causes of customer concerns through active listening and conflict-resolution techniques, then deliver tailored solutions that increase first-call resolution rates

• Deliver accurate, timely information via Salesforce and Google Workspace, ensuring customers receive clear answers and contributing to consistently positive satisfaction feedback

• Conduct follow-up calls after issue resolution, using Zendesk notes to track outcomes, which helps improve retention and reduces repeat contacts

• Train and mentor new hires on Zendesk, Salesforce, and standard call-center procedures, shortening onboarding time and boosting team productivity

• Consistently meet/exceed KPIs including first response time and resolution rate

• Collaborate with technical teams to resolve complex customer issues quickly T-Mobile Mar 2023 - Mar 2024

Customer Care Representative

• Handled 50+ daily customer interactions on billing, troubleshooting, and service inquiries using Zendesk and Outlook, ensuring issues were resolved within the call

• Achieved a 95% first-call resolution rate by applying effective problem-solving techniques in the ticketing system and documenting solutions in the knowledge base

• Assisted customers with device setup and service optimization through Google Workspace and step-by-step guidance, resulting in higher satisfaction scores

• Reduced customer complaints by providing proactive solutions and education via the help-desk portal and clear communication, which lowered repeat issue calls

• Contributed to a 10% decrease in customer churn through personalized support

• Maintained accurate CRM records of customer interactions and resolutions in Zendesk, ensuring information was up-to-date for future reference

• Collaborated with technical support and network teams using Zendesk and Google Workspace to resolve customer issues, which shortened resolution time and improved customer satisfaction Education

University of Texas at San Antonio

Bachelor of Science, Public Health

Certifications

• Customer Service Certification (Coursera / LinkedIn Learning)

• Call Center Training Certification

• CRM Software Training

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