Customer Support
Send a job offer directly to this candidate
Dynamic and customer-focused professional with a proven record of delivering exceptional support experiences,
resolving issues within strict SLAs, and driving customer loyalty through proactive engagement. Passionate about building long-term relationships and reducing churn by combining deep product knowledge, data-driven insights,
and personalized communication strategies. Seeking to leverage my ability to transform customer interactions into lasting partnerships, enhance retention metrics, and contribute to a company’s growth through exceptional service delivery and continuous improvement.
Customer Support/ Retention March 2025 - March 2026
Drove learner engagement by creating and sending 2 motivational and educational email campaigns weekly, contributing to improved course participation and sustained learner retention.
Consistently achieved a 5–10 minute average first-response and resolution time for customer inquiries by leveraging extensive product knowledge, internal documentation, and self-developed research resources,
resulting in high customer satisfaction and SLA compliance.
Managed and resolved 95%+ of customer support tickets within minutes of submission, minimizing downtime and ensuring a seamless customer experience.
Reduced issue resolution delays by promptly escalating complex technical cases to the appropriate teams while providing proactive customer updates, maintaining 100% follow-up and case closure after resolution.
Increased customer satisfaction and retention by identifying each customer's preferred communication channel (phone or email) and delivering personalized support, improving engagement and strengthening customer relationships.
Collaborated in developing and refining the company's knowledge base by creating and reviewing FAQs and support documentation, improving self-service resources and enabling faster issue resolution for customers and support teams.
Proactively reached out to customers to check on product adoption, answer follow-up questions, address emerging concerns, and identify opportunities to provide additional value, contributing to stronger customer engagement and long-term retention.
Demonstrated exceptional proficiency in navigating and utilizing the company's knowledge base to resolve customer inquiries efficiently, while contributing to the development, review, and continuous improvement of knowledge base articles and FAQs, enabling faster issue resolution across the support
Enugu State University of Science and Technology 2022
Bachelor of Agriculture (B.Agric) In Animal Science and Fisheries
