Cynthia Amaka Purity Mbagwu

Mbagwu Cynthia Amaka.P CUSTOMER SUPPORT SPECIALIST Asaba, Delta State, Nigeria -,-Customer service// CRM Expert// Troubleshooting//Phone support// Call support// Email support// Live chat// PROFESSIONAL SUMMARY I am a skilled customer support specialist with over 3 years of experience providing exceptional customer service. I have a strong track record of resolving customer issues,answering questions and maintaining a high level of customer satisfaction. I am a patient and empathetic communicator, and I have a knack for putting customers at ease and earning their trust. My expertise in using CRM and workflow tools like freshdesk,hubspot, zendesk,intercom, slack, microsoft team,zoom allows me to work efficiently and effectively. I am passionate about helping customers and providing the best possible services. CORE COMPETENCE/PROFICIENCY CRM like hubspot,freshdesk,zendesk,salesforce and live chat softwares like intercom, live chat,Technical support,Troubleshooting,Strong typing skills ,Strong communication skills, Active listening, Empathy ,Problem solving, Time management Ability to stay calm under pressure,Ability to handle difficult customers WORK EXPERIENCE Customer Service Puresky Wig Academy-FEBRUARY 2022 - JANUARY 2024 Key Deliverable ● ● ● ● ● ● Resolved customer concerns by troubleshooting and providing detailed ways using the company CRM system like freshdesk Responded to all customers enquiries through phones,emails and live chat and always made sure to provide clear,accurate, and friendly information while maintaining positive and helpful tone at all time I also worked hard to resolve any issues or complaints our customers had, and was proud to maintain a 95% customer satisfaction rating. I developed a new training program for our staff that resulted in 30% reduction in customer complaints. I implemented a new customer loyalty program that increased our repeat customers rate by 15% Contributed to record sales growth by providing high-quality customer service and resolving customer service quickly and effectively Student Academic Support Nigeria maritime university-April 2018 - July 2021 Key Deliverables: ● ● ● Increased student satisfaction by 40% through regular check-ins and proactive problem solving Maintained detailed and accurate records of student progress and outcomes Collaborated with teachers and counselors to support student success EDUCATION Enugu state University of science and Technology,Enugu , Enugu state Bachelors of Engineering in Biotechnology engineering September 2019- June 2013 ADDITIONAL INFORMATION ● ALISON Diploma in customer service ● KNOWLEDGE ACCELERATOR BY COURSERA Certificate in customer service fundamentals ● GOOGLE CAREER IT support fundamentals ● CANVA Basic graphic design ● DIGITAL WITCH IT SUPPORT Certificate in IT support services -customer support,virtual assistant,telemarketing/tech sales,Airbnb.