Nwaya Mclucky Ikechukwu (Mac)
tbilisi
Summary
Growth-driven Customer Service Agent with 6+ years of experience in E-commerce, BPO, and international customer support. Skilled in handling high-volume phone, email, chat, and SMS support; crafting solution-based responses; and maintaining brand reputation in fast-paced environments. Experienced with E-commerce platforms (Shopify, Amazon, BigCommerce) and ticketing systems (Zendesk, Freshdesk, Gorgias, Intercom). Proven ability to deliver 95%+ customer satisfaction under minimal supervision in remote settings. Strong in QA, escalation handling, B2B/B2C support, critical thinking, and adaptable to changes. Passionate about learning, self-improvement, ownership of actions, and going the extra mile for clients and customers. Positive, open-minded team player committed to long-term positions with no attendance issues, willing to contribute feedback and accept constructive feedback for continuous improvement.
Overview
9
9
years of professional experience
Work History
Customer Support Agent & Quality Assurance Expert
StubHub International
03.2024 - 01.2025
- Handled global customer inquiries across email, chat, phone, and social media, representing the brand in solution-driven interactions.
- Conducted QA reviews of agent interactions, improving resolution accuracy and providing constructive feedback.
- Escalated complex cases while maintaining brand reputation under minimal supervision.
- Supported multilingual customers (English + escalations in Spanish, German, Portuguese, Russian).
- Key Achievement: Maintained 95%+ SLA compliance, reduced repeat tickets by 20% through proactive solutions, and contributed ideas to enhance customer experience.
- Assisted customers with order management, including modifications, cancellations, and refunds.
Customer Experience Manager
Dick’s Sporting Goods, U.S.
U.S. (Remote)
01.2020 - 01.2021
- Oversaw daily customer service operations in retail and online E-commerce channels, training staff in service techniques.
- Handled high-volume customer requests via phone, email, and chat, ensuring adaptability in fast-paced settings.
- Key Achievement: Increased satisfaction scores by 12% through proactive issue resolution and critical thinking.
Customer Service Representative
ProOnCall Service Inc., California
California (Remote)
01.2023 - 01.2024
- Handled inbound and outbound customer inquiries via phone, email, and chat in a fast-paced environment.
- Resolved issues quickly with solution-driven approaches, ensuring high satisfaction and retention
- Escalated technical cases and maintained professional follow-ups, taking ownership of actions.
- Key Achievement: Consistently maintained 95%+ customer satisfaction scores through positive communication and going the extra mile.
- Assisted in training new staff on customer service protocols and company policies.
Customer Support Specialist
Oak Street Health, U.S.
U.S.
01.2021 - 01.2022
- Assisted 200+ patients with navigation support via phone, email, and ticketing systems, demonstrating empathy and critical thinking.
- Delivered compliance-focused support, improving process efficiency through accurate data entry and follow-ups.
- Adapted to changes in healthcare protocols while maintaining attendance and contributing to team meetings.
- Assisted in onboarding new customers, ensuring seamless access to health services.
Customer Service Specialist
DSPRO BPO, U.S.
U.S.
01.2019 - 01.2020
- Delivered top-tier support in B2B/B2C settings, consistently meeting KPIs with minimal supervision.
- Managed inbound/outbound communications and resolved escalated issues using E-commerce-related tools.
- Key Achievement: Enhanced team performance by sharing feedback and ideas for improvement.
- Assisted in implementing customer service protocols to enhance overall satisfaction levels.
- Maintained accurate records of customer interactions in CRM software for future reference.
Project Manager
Vidia (IT Sector)
04.2020 - 10.2020
- Led Agile teams to deliver web and mobile solutions on-time and within budget, improving customer experience.
- Applied critical thinking and adaptability to innovative design and execution in a fast-paced tech environment.
- Coordinated project timelines and deliverables to ensure alignment with client expectations.
- Facilitated communication between cross-functional teams to enhance collaboration and efficiency.
- Implemented risk management strategies to identify potential issues and develop mitigation plans.
General Manager
Nordic Hotels & Nordic Villa
01.2016 - 01.2019
- Directed daily operations, online reservations, and guest services in a customer-facing role.
- Enhanced service quality through solution-driven strategies, earning multiple “Traveler’s Best Choice” awards from Booking.com, Expedia, and other platforms.
Education
Master of Arts - Global Policy & Security Studies
Caucasus International University
Tbilisi 01-2027
MBBS - Medicine
Caucasus International University
Tbilisi, Georgia03.2025
Skills
- Phone, Email, Chat & SMS Support
- E-commerce Customer Support (Shopify, Amazon, BigCommerce)
- Ticketing Systems: Zendesk, Freshdesk, Gorgias, Intercom
- CRM Tools: Salesforce, Zoho CRM, Workiz
- Collaboration Tools: Slack, Zoom, Microsoft Teams, Google Workspace
- Quality Assurance & Escalation Management
- Multitasking & Time Management in High-Volume, Fast-Paced Environments
- Communication, Active Listening, Critical Thinking & Conflict Resolution
- B2B & B2C Customer Support
- Remote Team Collaboration & Adaptable to Work Environment Changes
Languages
English
Timeline
Customer Support Agent & Quality Assurance Expert
StubHub International
03.2024 - 01.2025
Customer Service Representative
ProOnCall Service Inc., California
01.2023 - 01.2024
Customer Support Specialist
Oak Street Health, U.S.
01.2021 - 01.2022
Project Manager
Vidia (IT Sector)
04.2020 - 10.2020
Customer Experience Manager
Dick’s Sporting Goods, U.S.
01.2020 - 01.2021
Customer Service Specialist
DSPRO BPO, U.S.
01.2019 - 01.2020
General Manager
Nordic Hotels & Nordic Villa
01.2016 - 01.2019
Master of Arts - Global Policy & Security Studies
Caucasus International University
MBBS - Medicine
Caucasus International University