Benjamin Onojie Odia

Benjamin Onojie Odia - Customer Support Specialist Rua Nossa Senhora de Fatima Burgaes, Santo Tirso, Porto 802 R/C D,- Email:-| Phone: - LinkedIn: linkedin.com/in/benjamin-odia-o Professional Summary Customer-oriented and results-driven Customer Support Specialist with over 8 years of experience in customer service and IT support, focusing on SaaS solutions. Skilled in SAP ERP, AWS Cloud, and CRM systems, with a strong emphasis on remote problem-solving and customer demand optimization from order to delivery. Known for efficient troubleshooting, process enhancement, and maintaining high customer satisfaction in virtual environments. Fluent in English, conversational in Portuguese, and pursuing a Master's in Creative Industries Management. Work Experience Customer Support Specialist Decagon Scaffolding & Engineering LLC – Dubai, UAE November 2019 – June 2024     Oversaw the full cycle of customer demand, from order placement to delivery, with effective remote tracking and updates. Collaborated remotely with Quality, Supply Chain, and Sales for real-time order updates, achieving a 30% reduction in resolution time and a 20% increase in customer satisfaction. Independently managed rush shipments and cross-functional collaboration, enhancing remote customer experience. Proactively implemented virtual communication improvements, resulting in faster resolution times. Customer Care Supervisor KOMPUTERIZ IT – Lagos, Nigeria December 2016 – August 2019    Led a team of customer service agents, enhancing response times by 35% and improving customer retention by 25% in remote support settings. Supported remote demand planning by forecasting customer needs and coordinating with operational teams. Applied best practices for virtual issue resolution, consistently exceeding satisfaction targets.   Resolved 95% of customer complaints within 24 hours, maintaining high satisfaction and strengthening customer loyalty through remote support. Reduced call handling times by 40% with virtual tools, creating more efficient support workflows. Education and Training    Master’s in Creative Industries Management (In Progress) Universidade Católica Portuguesa, Porto, Portugal Bachelor of Science in Accounting Ambrose Alli University, Nigeria AWS Solutions Architect Certification Amazon Web Services (June 2023) Skills   Languages: English (Fluent, C2), Portuguese (Conversational, A1) Communication: Exceptional verbal and written skills; adept at remote customer relationship management and cross-functional collaboration. Technical Skills   Remote Collaboration Tools: Slack, Google Meet, Zendesk, Microsoft Office Suite, Salesforce Service Cloud Customer Service and IT Tools: SAP ERP, AWS Cloud Architecture, CRM Systems, Networking, Troubleshooting, System Security. Key Achievements    Reduced ticket resolution time by 30% through remote troubleshooting optimization. Exceeded customer satisfaction targets consistently, utilizing process improvements for faster remote resolutions. Improved service response time by 25%, integrating feedback for enhanced virtual support processes.