DARIUS OKONKWO
Charlotte, NC · darius.okonkwo@email.com · (555) 010-5102 · linkedin.com/in/dariusokonkwo

SUMMARY
Customer service representative with 2+ years across phone, chat, and email support. Owns the toughest escalations on the team and mentors new hires on de-escalation and tone.

SKILLS
Zendesk / Salesforce Service Cloud · CSAT & NPS · De-escalation · Live chat & phone support · Ticket triage · SLA compliance · CRM data entry · Cross-team escalation

EXPERIENCE
Senior Customer Service Representative · Lakeview Home Goods · 2023-Present
• Resolved Tier-2 escalations for 4 junior reps; held escalation SLA at under 4 hours across two peak seasons.
• Rebuilt the refund-exception playbook with the ops lead; cut policy-exception errors 31%.
• Maintained CSAT of 4.7/5 on 1,200+ handled tickets over 12 months.
• Trained 6 new hires on de-escalation scripts and Zendesk tagging standards.
• Partnered with QA on call-scoring criteria that reduced disputed evaluations.
• Key project — Escalation triage rubric: built the decision tree new reps now use to route disputes without pulling in a supervisor.

Customer Service Representative · BrightWave Retail · 2021-2023
• Handled 50+ daily contacts across phone and chat; ranked in the top quartile for first-contact resolution.
• Documented recurring billing confusion; the writeup became the FAQ macro still used today.
• Supported a product-recall surge without missing SLA by cross-training on the returns queue.
• Logged interactions with consistent tagging that fed team-level reporting.
• Volunteered for weekend coverage during two peak seasons.
• Key project — FAQ macro rewrite: turned a recurring billing question into the team's most-used response template.

EDUCATION
BA Communication · Queen City College · 2021