Amarachukwu Faith Ezeugo

Amarachukwu Ezeugo CUSTOMER SUPPORT & WORKFLOW AUTOMATION SPECIALIST - ||- OBJECTIVE I’m a dedicated, tech savvy Customer Support Professional with great leadership skills, communication and organisational skills. I excel in delivering exceptional customer experience through active listening, empathy and proactive approach that adds a personalised touch to every customer I serve. As a certified Asana Workflow Automation Specialist, I’m skilled in the use of various softwares such as Asana, Jira, Trello, Zendesk, Freshdesk, Zoho, Intercom and Hubspot. I’m a fast learner with an open mind ready to learn every tool/skill required for the success of my job. KEY SKILLS: ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Active Listening Empathy Proactive Leader Customer Retention Issue Resolution Time Management Team Collaboration Leadership CRM Management Continuous Learning Customer Retention KYC ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Documentation/Reporting Email Etiquette Upselling/Cross-selling Customer Support Communication skills Documentation Customer Experience Team Player Attention to detail Data Management Multi-tasking Administrative Support ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Confidentiality Research and Analysis Project Management Proposal Writing Organisational skills Interpersonal skills Information Management Technical Skills (Microsoft Office, Office Equipment) EXPERIENCE Fidelity Bank Plc || Customer Service Officer (Team Lead) 2021-Present ●​ Delivered exceptional after sales support and onboarding to our Electronic Banking Channels thereby leading to increased accessibility to financial transactions, convenient and seamless banking from anywhere in the world. ●​ Deployed remote support to diaspora customers through emails and phone to ensure complete resolution of issue and increased satisfaction. ●​ Multitasked to resolve multiple customer issues simultaneously, resulting in a 20% reduction in customer turnover time. ●​ Utilizing the gained efficiency to clear pending backlogs, leading to an impressive 95% reduction of pending backlogs and 80% increase in productivity and output. ●​ Consistently meeting and exceeding performance targets, earning a recommendation for maintaining a steady average KPI score of 85%. ●​ Reduced ticket processing time by 20% through efficient issue resolution, resulting in increased customer satisfaction and 80% customer retention over the period of two years. ●​ Ensured seamless customer transactions by supervising daily activities in my unit, maintaining accurate CRM databases and monitoring ATM operations and ensured 99% uptime. ●​ Enhanced team performance and productivity by implementing a structured feedback program and fostering collaboration, resulting in improved efficiency and employee satisfaction. ●​ Built strong relationships with clients and colleagues through effective communication and empathy, offering personalized solutions and following up to ensure both internal and external customer satisfaction. ●​ Collaborated across departments to drive quality customer experiences, ensuring transactions aligned with company policies and maintaining accounting accuracy through daily reviews and reconciliations. StrataHub Nigeria || Social Media Manager (Volunteer) Mar 2020 - Oct 2020 ●​ Created and curated high-quality content for multiple social media platforms (Facebook, Twitter, Instagram, LinkedIn). ●​ Monitored and responded to social media comments, messages and reviews in a timely and professional manner. ●​ Analyzed social media metrics to optimize content and advertising strategies. ●​ Developed and managed social media advertising campaigns to increase brand awareness and conversions. ●​ Stayed up-to-date with the latest social media trends and best practices. ●​ Managed social media budgets and ensured ROI was measured and optimised. ●​ Provided regular reporting and insights to stakeholders on social media performance. National Drug Law Enforcement Agency (NDLEA) || Secretarial Assistant(Intern- ●​ Developed strong client relationships by delivering exceptional first impressions and knowledgeable support, enhancing customer satisfaction. ●​ Demonstrated strong organizational and time management skills by reviewing, preparing and distributing correspondence, memoranda and emails in a timely and efficient manner ●​ Ensured data accuracy and quality by proofreading outbound files, maintaining confidentiality of sensitive information and organizing files for efficient retrieval. ●​ Developed technical skills in operating office equipment, including scanners, printers, IT systems and advanced knowledge of Microsoft Office and common office software. ●​ Proactively streamlined administrative processes by reorganizing filing systems, facilitating internal and external communications and compiling records and materials for prompt request handling. Seismic Consults || Research Assistant (Part-time) - ●​ Conducted in-depth research and analysis on high-impact projects, including a comprehensive study on the effects of Covid-19 on the labor market, providing actionable insights for stakeholders. ●​ Developed and drafted tailored proposals, expressions of interest and progress reports that effectively communicated project objectives, requirements and outcomes to diverse stakeholders. ●​ Demonstrated exceptional organizational and administrative skills by maintaining meticulous records, organizing documents and ensuring seamless information management to support project timelines and objectives. ●​ Provided critical research support, compiling data, drafting documents and completing tasks to drive project success and inform strategic decision-making. EDUCATION University of Port Harcourt || bachelor's degree - Plant Science and Biotechnology | Second Class Upper [2:1] Holy Innocents Juniorate Convent Nkpor WASSCE - TOOLS ●​ Customer Support and CRM using Trello, Asana, Jira, Intercom, Monday.com, Hubspot, Zendesk, Freshdesk, Zoho CRM etc. ●​ Lead generation using Apollo and Lemlist ●​ Appointment Setting, Email and Calendar Management using Calendly and Google Calendar. ●​ STR and property management using Airbnb, Booking.com, Priceline. ●​ Travel and Itinerary Management using Google Flights. OTHER SKILLS Result oriented || Solution driven|| Self motivated || Dispute resolution || Fast learner || Multitasker || Resilience || Customer-centric || Call Center operations || Phone, Email and Chat support.