DESTINY DENNIS | CUSTOMER SUPPORT REPRESENTATIVE
-| Lagos, Nigeria | -| LinkedIn
PROFESSIONAL SUMMARY
Experienced Customer Service professional with over 2+ years’ experience, dedicated to maximizing client value and achieving business objectives. Maintained a 95% customer satisfaction rate through proactive engagement. Advised engineering leaders, improving efficiency by 15% and project timelines by 20%. Known for strong client relationships, exceptional support, and driving 25% higher retention and 30% growth in referrals. Committed to fostering long-term partnerships and ensuring continuous customer success.
CORE COMPETENCES/SKILLS
Attention to Detail
Time Management
Microsoft Word/PowerPoint/Outlook/Excel
Conflict Resolution
Effective Communication Skills
Teamwork and Collaboration
Emotional Intelligence
Trouble shooting skills
Problem Solving Skills & Critical Thinking
Customer Relations Management
RELEVANT EXPERIENCE
CUSTOMER SUPPORT SPECIALIST August 2022 - Till Date
Boomplay
Tracked and documented customer requests, ensuring a comprehensive understanding, and achieved a 20% improvement in timely resolutions.
Evaluated client tickets and streamlined resolution processes, resulting in a 15% reduction in average resolution time and maintaining 95% ticket accuracy.
Facilitated flexible video/phone calls with clients, enhancing engagement by 10% through effective communication strategies.
Maintained metrics by consistently meeting or exceeding quarterly CSAT score goals of 90%, improving response time by 25%, and enhancing ticket rating by 15%.
Gathered and analyzed client feedback to derive 3-5 actionable insights per quarter, resulting in a 10% increase in sales potential and enhanced customer satisfaction.
CUSTOMER SUPPORT EXECUTIVE January 2022- August 2022
Boomplay
Performed administrative tasks and assisted in executing business solutions, contributing to a 20% improvement in operational efficiency.
Successfully entered and validated data in the company database, maintaining a 98% accuracy rate.
Utilized automated information aggregators to analyze and update data, reducing update time by 15%.
Generated data reports, entered company findings, and performed backups, ensuring data integrity and accessibility increased by 10%.
Supported cross-departmental data entry and project transitions promptly, maintaining smooth workflow operations.
EDUCATION
Bachelor of Science BSc. |Ambrose Alli University 2018
Biochemistry
CERTIFICATIONS AND COURSES
Customer Service Skills, Alison (September 2022)
Executive Assistant Skills, Allison (September 2022)
Certificate in Product Management, Level 1&2 (August 2023)
TOOLS
Microsoft word-Microsoft Excel -Zendesk - Livechat - Trello - MailChimp - HubSpot – Microsoft Teams-
Canva – Zoho CRM - Asana - Zoom - Calendly
