CUSTOMER SUPPORT AGENT at COVENANT GLOBAL STUDIOS (2024-01 – 2024-12)
- Demonstrated problem-solving skills, attention to detail and a customer-centric approach to turn a negative experience into a positive one, resulting in customer retention and positive word of mouth.
- Build trust and loyalty with customers by being empathic, patient and ensuring a positive customer experience.
- Ability to adapt to changing situations, priorities and technologies, working with EST and other time zones while maintaining a professional demeanor.
- Utilized CRM tools such as Mailchimp, Salesforce, Hubspot to manage emails, chat with customers and get customer reviews and follow up with customer needs to boost customer satisfaction.
CUSTOMER SUPPORT SPECIALIST at ABUJA ENVIRONMENTAL PROTECTION BOARD (AEPB) (2023-03 – 2024-01)
- Escalated complex issues to senior teams or specialists when necessary and followed up to ensure resolution and customer satisfaction.
- Utilized in-depth knowledge of products and services to troubleshoot results, provide accurate information and offer solutions to customers.
- Keeping record of customer interactions, feedback and issues in a CRM system.
- Working with internal teams, such as sales, marketing and product development to resolve customer issues and improve overall customer experience.
CUSTOMER RELATIONSHIP MANAGER at DACAL GLOBAL (2021-01 – 2023-02)
- Building relationship: Developing and maintaining strong relationships with customers to increase loyalty and retention. Customer retention was boosted by 50%
- Analyzing customer data and feedback to understand their needs, preferences and behaviors and offering personalized solutions and recommendations to meet customer needs and resolve issues.
- Identifying opportunities to upsell or cross-sell products or services that meet customer needs and analyzing customer data to identify trends, patterns and insights that inform business decisions.
- Measuring and reporting customer satisfaction metrics such as net promoter score (NPS) or customer satisfaction (CSAT) so as to continuously improve the experience by identifying areas for improvement and implementing changes.
