Avwerosuo Ibuanokpe

Avwerosuo Ibuanokpe --NIGERIAN CUSTOMER SUPPORT SPECIALIST Tech-savvy and customer-focused Customer Support Specialist with a solutions-driven mindset for resolving technical and product-related issues in fast-paced SaaS and IT environments. Proficient in using CRMs, ticketing systems, and knowledge bases to track, resolve, and document support cases. Adept at translating complex technical concepts into simple, user-friendly solutions. Dedicated to building strong client relationships and ensuring a seamless user experience across platforms. SUMMARY OF QUALIFICATION  Expert in customer engagement and retention, ensuring high satisfaction and continued product usage.  Extensive experience onboarding customers and support teams, streamlining processes for a seamless start.  Proficient in CRM and customer management tools, including Zendesk, ClickUp, Notion, and Monday.com for accurate recordkeeping and case management.  Skilled in coordinating communication between customers and internal teams, ensuring alignment with client needs and goals.  Experienced in scheduling, issue resolution, and service management, ensuring quick adaptations to meet customer demands.  Adept at resolving customer concerns and technical issues, offering clear solutions to enhance the user experience.  Proficient in generating detailed progress reports and customer updates, maintaining transparency and accountability.  Strong knowledge of customer support platforms, using digital tools to optimize service delivery and improve customer engagement.  Proven ability to drive customer loyalty and satisfaction, contributing to long-term relationships and increased product renewals.  Committed to continuous learning and improvement, staying updated on best practices in customer support.  Thrives in fast-paced, remote environments, adapting quickly to customer needs and delivering exceptional service. EDUCATION B.A History and International Studies Ambrose Alli University SPECIALIZED TRAINING AND CERTIFICATION Customer Service Foundations Customer Success Management Virtual Assistance September 2021 Linkedin Learning Linkedin Learning ALX PROFESSIONAL EXPERIENCE Customer Support Specialist January 2024 – February 2024 Zeed Worldwide, Remote  Improved the efficiency of the ticketing system by creating new workflows and templates, resulting in a 15% reduction in response time.  Assisted in creating user manuals and FAQs, improving customer self-service and reducing unnecessary inquiries.  Served as the first line of communication for clients via email, live chat, and ticketing systems, achieving a 95% customer satisfaction rate.  Managed CRM updates, tracked onboarding progress, and followed up with clients, contributing to a 30% increase in user retention.  Assisted with user account activation and troubleshooting, resolving 90% of issues within 24 hours.  Managed ticket queues, reducing backlog by 25% and ensuring prompt follow-ups.  Managed high-priority customer cases, ensuring timely resolution and escalating to technical teams when necessary.  Collaborated cross-functionally to ensure seamless onboarding for new clients.  Created internal documentation, reducing client ticket volume by 15% through self-service resources.  Scheduled calls, training, and meetings, ensuring 100% punctuality for all events.  Tracked and reported key performance metrics for customer support, providing actionable insights for process optimization.  Supported marketing and sales teams by preparing client lists, organizing digital assets, and ensuring data accuracy across CRM, onboarding, and email systems, improving CRM data accuracy by 20% through regular audits and updates.  Handled 60–80 support interactions daily while maintaining a high CSAT rating. Customer Service Representative November 2022 - October 2024 Bonafide, Remote  Built strong, personal, relationships with customers as trusted advisor, resulting in customer loyalty.  Managed customer calls efficiently in a fast-paced call center environment.  Anticipated needs and resolved problems to keep customers happy.  Enhanced customer satisfaction with fast, knowledgeable service.  Implemented an excellent feedback mechanism.  Developed highly empathetic client relationships thereby leading to an increase in the rate of sales and referrals.  Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction.  Handled 60+ daily interactions via email/chat using Intercom & Notion.  Helped reduce churn by providing proactive check-ins and education.  Recognized as “Top Support Rep of the Month” based on resolution speed and positive feedback.  Assisted in training new support staff, helping reduce onboarding time for new hires by 30%.  Used Zendesk, Intercom, and Notion to manage customer workflows and documentation efficiently.  Maintained detailed records of customer interactions and trends, contributing to improved product descriptions and lower return rates.  Provided support during high-volume sales events (Black Friday, seasonal drops), helping maintain a 4.8/5 average post-sale rating.  Supported loyalty programs and promo campaigns, guiding customers through reward redemptions and limited-time offers.