Chinonso Udebuani
Operation Assistant @ Nobel Learning PBC
About
I am a detail-oriented professional with over 3 years of experience in Customer Support Operations, consistently improving customer satisfaction, retention, and first-contact resolution while expanding into Project Management, leveraging expertise in CRM systems, workflow automation, ticketing systems, and process improvement to drive operational efficiency and scalable business growth. In my customer support role, I managed stakeholder communication and problem-solving skills, resolved complex issues and improved service delivery processes. I consistently achieved a 95% first-contact resolution rate and supported cross-functional teams using various CRM platforms and help desk systems. Through this experience, I developed skills in project coordination, task tracking, risk management, and performance reporting. I have hands-on experience with CRM implementation, workflow automation, and process improvement using tools such as Salesforce, HubSpot, Zendesk, and Freshdesk. I also apply data-driven decision-making to improve efficiency and outcomes. As I continue expanding my Project Management capabilities alongside my work in Customer Service, my focus is on improving operational efficiency, strengthening systems optimization, and aligning people, processes, and technology to deliver measurable results. I remain open to contributing to organizations in customer-focused, technology-driven, and service-oriented industries. My goal is to build scalable systems, enhance customer experience, and drive continuous improvement in every team and project I support, whether through customer operations or structured project execution.
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Nigeria
Information Technology & Services
Meeting Planning & Coordination, Minute Taking & Board Meeting Documentation, Business Correspondence – Emails, Memos, Letters, Forms , Document & Records Management , Office Operations & Workflow Management , Scheduling & Calendar Management , Customer Service, Office & Team Support, Email, Live Chat & Phone Support, Help Desk Systems, Complaint Resolution & Troubleshooting, Customer Satisfaction (CSAT) & First-Contact Resolution (FCR, Business Process Improvement, Task and Time management, Stakeholder Management, Workflow Automation, Teamwork, Easily Adaptable, Interpersonal Skills, Negotiation
Experience
Operation Assistant
Nobel Learning PBC
Maryland, United States
✓ Managed and monitored live Google Meet sessions, handling session recordings for post-class access and ensuring seamless delivery. ✓ Sent meeting reminders and coordinated communication with interns & facilitators. ✓ Compiled session reports and communicated performance outcomes. ✓ Data entry and record keeping. ✓ Responding to participant inquiries.
Project Manager
Freelance | Self-Employed
Lagos State, Nigeria
✓ Led cross-functional projects, coordinating teams and timelines, achieving 95% on-time delivery of key initiatives while improving workflow efficiency by 20%. ✓ Developed and implemented SOPs and process documentation, standardizing operations and reducing errors by 30%. ✓ Managed CRM implementation and optimization (Salesforce, HubSpot), improving data accuracy and enhancing customer support efficiency. ✓ Produced performance reports and dashboards, enabling data-driven decision-making and improving project visibility for stakeholders.
Customer Support
Timeless Dots Services
United States
✓ Delivered exceptional customer support via email and live chat, achieving a 95% first-contact resolution rate and consistently meeting CSAT targets. ✓ Managed and maintained CRM and ticketing systems (Zendesk, Freshdesk, HubSpot), ensuring accurate customer records and timely issue tracking. ✓ Collaborated with cross-functional teams to resolve complex cases, implementing process improvements that reduced escalation time and improved service efficiency. ✓ Developed and updated knowledge base articles and FAQs, enhancing self-service support and reducing repetitive inquiries by 20%.
Administrative Assistant
SOS Children's Villages International
Lagos State, Nigeria
✓ Provided exceptional customer service via calls and email, resolving inquiries and complaints promptly, achieving high customer satisfaction (CSAT), maintaining accurate records in CRM systems, and ensuring timely follow-up to deliver measurable results. ✓ Planned and coordinated meetings, recorded detailed minutes, and managed correspondence, memos, and forms to ensure smooth office operations. ✓ Maintained and updated CRM and ticketing systems (Zendesk, Freshdesk, HubSpot), ensuring accurate customer records and efficient case management. ✓ Collaborated with cross-functional teams to resolve complex issues and implemented process improvements that enhanced service efficiency and reduced escalations.
Chinonso Udebuani's Contact Information
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