Shola Ejiade

Experienced Customer Support Specialist with over 5 years of proficiency in delivering outstanding service and addressing intricate technical challenges, with a proven track record in driving client satisfaction, retention, and revenue growth.

Customer Support Specialist at Manitoulin Transport (2022-04 – Present)

• Handle an average of 20+ calls and 50+ emails/chats daily with an average handling time of 3.8 minutes
• Serving as the first point of contact for clients, answering inquiries, and providing information about our services, thereby achieving a daily reduction of 10% in the backlog and minimize customer wait time to 5 minutes
• Implementing a customer-centric approach by actively listening, employing effective questioning techniques, and providing accurate information, resulting in a 25% surge in customer retention
• Understanding each client's unique business needs and providing tailored solutions, including researching, to aid my decision making where necessary
• Accelerated the development of improved training materials for new team members and provided mentoring, increasing team members' efficiency by 65%
• Ensuring client satisfaction by delivering comprehensive tutorials and demonstrations on technical features of MTdirect, the company's business application
• Perform data analysis on customer feedback surveys to measure overall satisfaction levels and identify service/process improvement areas

Technical Support Advisor at Nissan North America (2020-09 – 2022-04)

• Troubleshoot and resolved technical issues for Nissan Connect / Keyfob reconfiguration remotely
• Pro-actively shared knowledge with Nissan users to improve their experience
• Identified and resolved complex software issues for customers, ensuring seamless functionality and reducing average resolution time by 50%
• Proactively respond to users to help them solve a broad range of questions regarding their products
• Collaborated with other team to resolve consumer's technical issues that need escalation

Customer Support Representative at Concentrix (2018-12 – 2020-09)

• Boosted user experience and satisfaction by managing and resolving over 55 daily phone calls, emails and chats, resulting in a 75% increase, while ensuring prompt and effective customer support
• Developed and delivered user-friendly troubleshooting guides to address common technical concerns, resolving over 200 connectivity and installation issues per month
• Conducted in-depth analysis of service delivery metrics and collaborated with team members to identify areas for improvement
• Collaborated with other teams to resolve consumers' issues that need escalation
• Proactively respond to users to help them solve a broad range of questions regarding their products

Master of Information Technology – University of Lagos

B.Sc in Computer Science – Bowen University