Customer Care & CRM Support Specialist

KELVIN EZENNAMAKA

Katy, TX • 832-***-**** • ***********.**@*****.***

PROFESSIONAL SUMMARY

Customer Service and Contact Center professional with 7+ years of experience providing outstanding support across insurance, utilities, and SaaS industries. Skilled in order processing, CRM management, issue resolution, and cross-functional collaboration. Proven success in managing multi-channel customer communications (phone, chat, email, mail) with precision and empathy. Recognized for improving customer satisfaction, streamlining workflows, and exceeding productivity metrics. Proficient in Oracle, Salesforce Service Cloud, and Zendesk, with strong attention to accuracy, confidentiality, and compliance. CORE SKILLS

● Order Processing & Account Management

● Multi-Channel Customer Support (Phone, Email, Chat, Mail)

● CRM & ERP Systems: Oracle, Salesforce, Zendesk

● Data Entry & Accuracy Verification

● Cross-Functional Collaboration & Escalation Handling

● Process Improvement & Workflow Optimization

● Payment Handling & Documentation

● KPI Management: CSAT, FCR, SLA, AHT

● Compliance: PCI, HIPAA, Regulatory Standards

PROFESSIONAL EXPERIENCE

Customer Care Representative

Fiona Solutions – Katy, TX Sep 2022 – Present

● Process and manage customer orders and account updates using CRM and ERP systems.

● Handle inquiries through phone, chat, and email, ensuring first-contact resolution and accuracy.

● Improved customer satisfaction (CSAT) by 20% through empathy-based communication and proactive problem-solving.

● Reduced average response time by 25% by streamlining workflows and optimizing ticket routing.

● Created and maintained standardized SOPs and knowledge base articles, reducing onboarding time by 30%.

● Partner with internal departments to ensure accurate data entry and timely order completion.

● Monitor departmental inboxes and ensure all incoming requests are processed within SLA timelines.

● Collaborate with compliance and accounts teams to maintain data integrity and payment confidentiality.

Senior Customer Care Representative

American Income Life – Houston, TX May 2018 – Sep 2022

● Processed and maintained policyholder records, claims, and billing updates with 98% accuracy.

● Handled 80+ inquiries daily via phone and email, resolving complex account and order issues.

● Improved resolution speed by 18% and reduced repeat inquiries by 15% through detailed documentation and knowledge sharing.

● Assisted with mail-based order and payment handling, ensuring secure and compliant processing.

● Trained and mentored new hires on customer interaction and CRM systems, improving team QA scores.

● Collaborated with internal teams to identify process bottlenecks and recommend improvements.

Customer Care Representative

Duke Energy – Houston, TX Jan 2018 – May 2018

● Managed inbound and outbound customer communication regarding service activation, billing, and support.

● Processed customer account updates and payments with accuracy and attention to compliance requirements.

● Consistently met SLA targets, maintaining high accuracy and quick resolution turnaround.

● Documented customer cases and transactions in CRM, ensuring thorough record-keeping for audits.

● Developed FAQ templates to improve team efficiency and first contact resolution rates.

● Coordinated with technical and billing departments to resolve escalated issues quickly.

● Achieved a 98% adherence rate to schedule and productivity goals in a fast-paced environment.

EDUCATION

Bachelor of Science (B.Sc.) – Physics

University of Ilorin, Nigeria

TOOLS & PLATFORMS

Oracle Salesforce Service Cloud Zendesk Jira Confluence Microsoft 365 Google Workspace Slack VoIP / ACD (Five9, Genesys, Talkdesk) Excel (Pivot Tables, Charts)

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