Alobu Bethel Ebere

ALOBU BETHEL Ebere Proactive Customer Support Representative Professional Summary I’m not just another Customer Support Specialist , I’m the calm behind the customer chaos. I help brands create seamless, human-centered experiences that turn frustrated users into loyal, delighted customers and advocates. I bring a rare blend of empathetic communication, fast problem-solving, and operational excellence. I ensure your customers feel heard, supported, and valued while your team enjoys fewer escalations, smoother workflows, and higher satisfaction scores. I’ve managed over 10,000 customer interactions, resolved high-volume ticket queues, improved response times by 40%, and played a key role in lifting customer satisfaction to 95% across email, live chat, social media, and phone support. Whether it’s troubleshooting complex technical issues, calming an upset buyer, or building FAQ systems that cut ticket volume, I bring structure, clarity, and heart to every customer touchpoint. I’m proficient in Zendesk, Freshdesk, Salesforce, HubSpot, Intercom, Gorgias, Aircall, and workflow automation tools that keep support operations running like clockwork. Because in customer service, every second, every word, and every interaction matters. My mission? To make every customer feel cared for while helping your company reduce churn, increase retention, and build a brand people trust. Professional Experience Technical Support & Customer Experience Manager at WeGetAm, Wegetam 01 2025 – 10 2025 | Nigeria | Remote Led end-to-end project management from deal closure to delivery, creating structured timelines and ensuring smooth execution for every client. Worked closely with customers to understand their operational needs and align our software/workflow solutions with their internal processes. Created clear, detailed documentation describing how each solution would function, including workflows, user journeys, and operational mapping. Collaborated with cross-functional teams eg, Operations, Sales, IT, and Product to ensure consistent delivery and a seamless client experience. Configured customer accounts and system settings to match their usage requirements and provided manuals, onboarding guides, and training support. Identified recurring customer requests and escalated potential feature improvements to the development team. Communicated regularly with sales teams, implementation teams, IT partners, and client-side project owners to move projects forward efficiently. Demonstrated strong communication skills, translating technical details into clear, easy-to-understand information for clients. Proactively anticipated customer needs (“the question behind the question”) to prevent delays and ensure smooth project execution. Maintained a structured, project-oriented workflow with clear planning, updates, and progress tracking under tight timelines. Balanced customer satisfaction with commercial interests, ensuring all parties’ expectations were aligned. • • • • • • • • • • • Customer Support & Operations Specialist | MTN Nigeria | FreshDesks, MTN 12/2023 – 11/2024 | Nigeria Remote Oversaw high-volume customer scheduling and communication, ensuring accurate order processing and on-time delivery for 200+ customers weekly. Processed, verified, and updated customer records in the CRM system with 100% accuracy, ensuring smooth operations and error-free service fulfillment. Handled escalated customer inquiries with professionalism and empathy, improving satisfaction and reducing repeat complaints by 25%. Implemented clear and consistent communication practices between customers, internal teams, and vendor partners, improving overall response times by 30%. Supported dispatch and logistics operations by tracking vendor orders, coordinating with fulfillment partners, and ensuring all deliveries were timely, accurate, and properly documented. • • • • • Social Media Manager | Chat Support Specialist 01/2022 – 10/2022 | Remote -Nigeria (Instagram, Facebook, TikTok • Canva • Adobe Premiere Pro, Guiness PLC Managed social media DMs and comments across Instagram, Facebook, and TikTok, ensuring fast, helpful, and professional responses. Guided customers toward the right products and converted inquiries into sales opportunities. Monitored and moderated comments to maintain a positive brand image and healthy community environment. Tracked customer sentiment and escalated sensitive or high-priority issues to the appropriate teams. Engaged actively with followers to boost community interaction and strengthen brand loyalty. Designed social media assets using Canva, Adobe Premiere Pro, and CapCut, including customer update posts, promotional banners, FAQ graphics, testimonial videos, and product highlight reels. Supported marketing campaigns with branded visuals and templates that increased engagement and improved overall brand visibility. • • • • • • • Customer Service Specialist | Danone -FanMilk Nigeria | Intercom, Danone 01/2020 – 11/2023 | Remote / Nigeria Managed day-to-day customer support operations, handling 80+ weekly emails, inquiries, and orderrelated issues, ensuring fast, organized, and accurate communication with customers and distributors. Coordinated and scheduled 30+ product deliveries, meetings, and vendor interactions weekly, improving operational workflow efficiency by 25%. Served as the primary point of contact for customers, retailers, and field sales teams, representing Danone with professionalism, empathy, and a strong customer-first mindset. Conducted customer outreach and nurtured relationships with key distributors, contributing to a 40% increase in recurring orders and partner engagement. Supported the coordination of brand activities, field events, and partnership engagements that strengthened FanMilk’s visibility and customer connection. Implemented streamlined communication and follow-up processes, which enhanced response times and reduced missed customer inquiries by 35%. Maintained accurate records, reports, and customer data in the CRM and order management systems, ensuring compliance and operational accuracy. Provided proactive administrative and customer support that enabled management and the sales team to stay focused on growth initiatives and customer satisfaction. • • • • • • • • 01\ 2025 – 07\ 2025 | Remote Education & Certification Bachelor of Science in Business Education, 2018 – 2021 | Enugu State ,Nigeria University of Nigeria, Nsukka HIPAA Compliance & Customer Data Privacy Certification – HIPAA Academy 2025 Virtual Assistant Training – Customer Success Academy 2025 Customer Service in ecommerce Certification – Coursera 2025 • • Core Competencies & Technical Skills Multichannel support: Gmail, Outlook, Zoom, Microsoft Teams, Google Me HIPAA-compliant communication and customer data privacy Customer Service Customer Relationship Management (CRM) systems Administrative Support Customer session coordination and follow-ups Appointment scheduling and calendar management Client communication via email, phone, and live chat 2️⃣ Administrative & Operations Billing Support, Order Processing & Inventory Coordination Managed customer billing inquiries, processed orders accurately, and coordinated inventory updates to ensure seamless fulfillment. Documentation, Reporting & Knowledge Management Created support documents, managed spreadsheets, and generated performance reports using Google Workspace and Microsoft Office to keep teams informed and operations transparent. Workflow Automation & Ticket Management Systems Automated support processes and optimized workflow efficiency using tools like Notion, Asana, ClickUp, and Monday.com . Data Entry, Case Verification & Record Management Performed accurate data entry, validated customer information, and maintained organized filing systems for fast and reliable case resolution. SOP Development, Process Optimization & Team Coordination Developed Standard Operating Procedures (SOPs), improved customer service workflows, and coordinated with cross-functional teams to ensure consistent, high-quality support delivery. • • • • •