Adaugo Valarie Ogene

adaugo valarie ogene Abuja, Federal Capital Territory, Nigeria ( -;- CUSTOMER SUPPORT SPECIALIST ____________________________________________________________________________ Objective: Dynamic customer support specialist seeking to cultivate customer connections in order to increase customer loyalty and expand consumer base, and play a key role in ensuring that customers have a positive experience, while raising client recognition through genuine conversations, a passion for people, and other creative methods. ____________________________________________________________________________ SKILLS Summary Customer Service Effectively communicated with over 15 customers daily via phone and email, resulting in a 95% satisfaction rate and a 20% decrease in resolution time. Demonstrated patience and empathy while assisting over 20 customers with technical difficulties, resulting in a 90% positive feedback rating and a 15% increase in customer retention. Utilized analytical skills to identify and resolve billing discrepancies for 10+ customers, resulting in a 98% accuracy rate and a 30% reduction in customer escalations. Leveraged in-depth product knowledge to provide personalized recommendations to 15+ customers, resulting in a 25% increase in upsell revenue and a 95% customer satisfaction rate. Maintained composure and flexibility during peak periods of customer inquiries, handling over 10-15 inquiries per hour and consistently meeting service level agreements. Collaborated with cross-functional teams to develop customized solutions for 20+ clients, resulting in a 40% increase in client satisfaction scores and a 25% reduction in resolution time. Proficiently utilized CRM tools like Gohighlevel, Zendesk, Intercom, FreshDesk, Hubspot and other technology tools like Slack, Zoom, Google Meets, to track customer interactions resulting in a 20% increase in productivity and a 30% reduction in data entry errors. Ensured accuracy and attention to detail in responding to 50+ customer inquiries, maintaining a 99% accuracy rate and reducing escalations by 20%. Maintained a positive and professional demeanor while interacting with over 20 customers, resulting in a 95% satisfaction rate and numerous positive customer reviews highlighting exceptional service. Proactively sought feedback and engaged in continuous learning to improve skills and performance, resulting in a 10% increase in customer satisfaction scores and recognition for outstanding performance. _________________________________________________________________________ Work History Muse Media digital - (Remote) Customer Support/ Virtual Assistant January, 2024 JOKING MEDIA (Remote) Appointment setter/ Customer representativeDecember, 2023 Jewels Leading Light (Abuja, Nigeria) Customer Service/ Educator- AFTRA (Abuja, Nigeria) Administrative Assistant- Education UNIVERSITY OF NIGERIA, NSUKKA Bachelor of Arts, 2018 Major in English and Literary Studies Cumulative GPA: 3.94/4.0; Dean’s List 2015 Relevant Coursework: Verbal and Written Communication Skills DIGITAL WITCH Lagos, Nigeria Tech Boot Camp (Customer Service Certified) Training and Certifications LinkedIn Learning Customer Service Foundation Customer Service: Problem-Solving and Troubleshooting Customer Service: Serving Customers Through Chats and Text Udemy Customer Support Skills Best Practices in Customer Support Coursera Technical Support Fundamentals