Eno Agofure

Customer Support Representative experienced in multi-channel support (phone, email, chat) with a track record of resolving high-volume requests quickly and accurately while maintaining a friendly, professional tone. Skilled at learning product details and brand voice quickly, troubleshooting issues using critical thinking, and working across multiple web apps and CRM platforms to research and resolve customer concerns. Comfortable working autonomously in fast-paced, ambiguous environments, and experienced contributing to support documentation and knowledge base content to help teams work more efficiently.

Customer Experience Specialist at GTCONNECT (2021-08 – 2026-05)

• Handled inbound and outbound customer support across phone, email, chat, and social media, responding promptly and clearly while maintaining a friendly tone.
• Researched and troubleshot customer issues using product knowledge and critical thinking, resolving high-volume requests with speed and accuracy while meeting all departmental KPIs.
• Worked across multiple platforms — Zendesk, HubSpot, and internal tools — to assess customer information and keep records accurate and current.
• Maintained and helped improve internal support documentation and procedures, contributing to more consistent and efficient issue resolution across the team.
• Operated efficiently in a fast-paced, high-volume environment while collaborating with internal teams to escalate and resolve complex cases.

Customer Retention Officer at Iroko TV (2019-02 – 2021-07)

• Conducted outbound customer outreach campaigns, re-engaging over 1,000 inactive users and converting them into active paying subscribers.
• Generated 500+ qualified leads through outbound calling, communicating clearly and handling objections professionally to support conversion goals.
• Logged and tracked all customer interactions in CRM systems, maintaining accurate, up-to-date records and scheduling timely follow-ups.
• Delivered consistent, easy-to-understand communication with customers by phone and email, contributing to improved retention.

Bachelor of Science in Microbiology – University of Benin