Arinze Samuel Akosa

ARINZE SAMUEL AKOSA River Park Estate, Abuja | Seaside Estate, Lagos. - |-in. https://www.linkedin.com/in/arinze-akosa-/ CAREER OBJECTIVE Results-oriented customer experience specialist with a passion for exceeding expectations, seeking to leverage strong troubleshooting, communication and problem-solving skills to build positive customer relationships and ensure their success. Eager to utilize expertise in driving product adoption, technical assistance, and troubleshooting to drive customer satisfaction and achieve KPIs.                 CORE COMPETENCY AND KEY SKILLSET Strong Technical Proficiency and skilled user of CRM software and workflow tools like, Zendesk, Intercom, Freshdesk, Trello, HubSpot, Apollo, Calendly, Mailerlite, HelpDesk, Zapier, Airtable, Salesforce, HubStaff, Zoho Desk, Asana, ClickUp, Slack etc. Driving Product Adoption, Upselling and Expansion. Account Management, Onboarding, Training, and Technical Support. Customer Acquisition, Lead generation and Appointment Setting. Expertise with Email, Phone and Chat Support. Data Analytical and Project Management skills. In-depth Product knowledge and management. Social Media Support, Growth and Management. Proficient user of Microsoft 365 and Google Suite. Excellent Written and Oral Communication Skills. Great Troubleshooting and Problem Solving Skills. Adept Coach, Trainer with great teamwork skills Empathy, Emotional Intelligence and ability to work independently. Great Intuition and Attentive to details, Innovative and Organizational Skills. Web design, Blog Management/Administration. Cloud Engineer in training, always willing to go the extra mile and exceed expectations. PROFESSIONAL EXPERIENCES Company: Tryba Banking, UK (Remote) Position: Customer Support Manager (Team Lead) Jan. 2023 – July 2024 Responsibilities:  Handles customer inquiries and requests via email, and chat in a timely, and empathetic manner.  Help resolve technical problems and document all inquiries, requests, resolutions, and follow-up tasks  Identify and escalate complex issues and requests to the appropriate team.  Train new customers to ensure smooth product adoption.  Monitor assigned responsibilities to other Customer Support Associates, and measuring KPIs.  Update and document customers’ information (emails, phone numbers, and addresses) when necessary.  Develop the knowledge base system and customer support training manual to help other agents.  Attend to over hundreds of customer inquiries and requests daily.  First Response Time – 1 min., First Contact Resolution rate – 85%, Average Resolution Time – 4 mins.  Customer Satisfaction Score – 88 % are happy & Very happy, Customer Retention Rate – 98%.  Analyze customer’s feedback to identify areas for improvement.  Improve product adoption, customer retention, and help foster positive customer relationships. Company: Sarizonn Media Jan. 2022 – Dec. 2022 Position: Business Development Manager/Customer Success (Hybrid) Responsibilities:  Market research and analysis to identify new market opportunities  Lead generation and prospecting.  Sales pipeline management. Negotiation and closing deals.  Customer onboarding, training and account management.  Strategic planning, relationship building and account management.  Proactive support and communication  Customer retention, renewal management and upselling Feb. 2021 – Dec. 2021 Company: Eagles Education Centre. Position: I.T Support / Customer Support (Remote) Responsibilities:  Managed the institution’s website.  Designed graphics and publish contents on online platforms.  Listened and attended to customers’ needs online, and answered questions about our services.  Escalated complex issues to the appropriate team.  Collected and analyzed customer feedback.  Delivered information about the company’s products and services. Sept. 2020 – Feb. 2021 Company: Spacepointe Inc., Ohio, United States (FinTech) Position: Customer Support / Creative Digital Marketer Responsibilities:  Attended to the customers’ inquiries/ requests and resolved their issues.           Helped to provide lasting solutions to the customer’s problems. Educate customers, help solve technical problems, to ensure smooth product onboarding. Wrote creative/engaging copies and content to promote our products. Designed graphics for different contents. Wrote copies and contents for EkiKart, KardStash, SpacePointe etc Content research & update (Content curation, caption writing, hashtag listing) to ensure visibility. Improved product adoption, customer retention, and helped foster positive customer relationships Came up with ideas and strategies for market penetration for our different products. Collaborated with the creative marketing team in the UK to implement the company’s strategies. Grew the social media channels by 80% while I handled it. Company: Nadia Bakery & Stop2shop Supermarket Position: Social Media Manager/Customer Support (Remote) Dec. 2017 – Sept. 2020 Responsibilities:        Initiated and implemented the idea of having a strong online presence. Grew the followers organically from 0 to 22000 and counting. Provided answers to queries about company’s products and services. Attended to about 24,000 customers’ request within a year. Listened and replied customers as quick as possible and resolved their issues. Escalated complex issues to the appropriate team. Collected and analyzed customer’s feedback.  Handled and resolved customer’s complaints and inquiries. CERTIFICATIONS AND TRAINING  Technical Support Fundamentals Google 2023  FinTech: Foundations, Payments and Regulations University of Pennsylvania 2023  Compliance Management Alison 2023  Client Onboarding and Adoption LinkedIn LEARNING 2023  Customer Service: Problem solving and Troubleshooting LinkedIn LEARNING 2022  Customer Service Foundations and Call Control Strategies LinkedIn LEARNING EDUCATIONAL QUALIFICATION B.A. English and Literature, University of Benin, Benin City, Edo State. 2015 – 2019 West African Senior School Certificate Examination, St. Charles College, Onitsha, Anambra state. 2009 - 2011 2022 LEADERSHIP POSITIONS HELD Team Lead, Customer Support Team, Tryba Banking, United Kingdom. 2023 - 2024 Senator, Faculty of Arts Students' Association, FASA, UNIBEN. 2018 – 2019 The President, Anglican Students’ Movement (ASM), St. Paul’s Nkpor. 2012 – 2016 ACHIEVEMENTS  Winner, British Council 75th Anniversary Quiz.  I have experience using many CRM software and workflow tools; and here’s a link to my portfolio – https://drive.google.com/drive/folders/13RuxjkgmFDNdknSdTPlN0aIS7EVQ8fyo REFERENCES Ekwutosi Okeh Customer Success Manager, InEvent, Atlanta, United States.- Wisdom Kenechukwu Engineer, EPCM Engineers Limited, Lagos.-