Anselina Ejiafa

Results-driven Customer Support Officer with over 4 years of experience resolving complex user issues and boosting client satisfaction. Proven ability being the face of the company, providing assistance, answering inquiries, and resolving issues for customers through clear communication and fast problem-solving. Adept in building and maintaining customer satisfaction and loyalty through active listening, understanding customer needs, and finding effective solutions.

Customer Support Officer at Digital Witch Support (2024-01 – Present)

• Resolve over 50+ customer tickets daily via live chat, email, and phone with a 98% satisfaction rate.
• Cut average first-response time from 4 hours to 45 minutes by optimizing quick-response templates.
• Retain 85% of at-risk accounts by offering fast troubleshooting and clear product guidance.
• Respond to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.
• Establish warm and friendly rapport whilst interacting with customers by phone, email, and live chat.
• Manage up to 80 customer inquiries per day in a fast paced center.
• Keep detailed records of customer interactions for future reference.
• Listen to individual complaints with an open mind and asked detailed questions to understand issues.

Support Representative at Tech Solutions Ltd (2021-06 – 2023-12)

• Managed 30+ daily inquiries regarding order status, billing, and technical setup.
• Identified recurring software bugs and reported them to the tech team, cutting repeat issues by 20%.
• Assisted customers with identifying needs, and employing product expertise to make appropriate suggestions.
• Supported customers experiencing technical difficulties by quickly identifying issues, qualifying customer expectations, and conducting troubleshooting to achieve timely first-time resolution.
• Maintained a 95% positive feedback score over 18 months of continuous service.

Bachelor of Technology (B.Tech) in Biotechnology – Federal University of Technology, Owerri