Dogo Blessing

DOGO BLESSING LAWRENCE 📍 Lagos, Nigeria Professional Summary Dedicated and empathetic Customer Support Representative with over 4 years of experience providing top-notch service across educational and corporate sectors. Skilled in handling customer inquiries, resolving complaints, and ensuring client satisfaction through excellent communication and problem-solving abilities. Proficient in Zendesk and other CRM tools, with a proven record of improving response times and maintaining high customer retention rates. Core Skills • Customer Relationship Management (CRM) — Zendesk, HubSpot, Freshdesk • Complaint Resolution & Ticket Management • Email, Chat & Phone Support • Communication & Interpersonal Skills • Service Quality Monitoring • Product Knowledge & Troubleshooting • Time Management & Multitasking • Data Entry & Report Documentation Professional Experience Customer Support Representative | Oilflots Limited January 2023 – Present | Rivers State, Nigeria • • Manage customer interactions via Zendesk, ensuring timely responses and accurate resolution of tickets. • • Collaborate with internal departments to escalate and resolve complex technical or billing issues. • • Achieved a 95% customer satisfaction rating through consistent service delivery and follow-ups. • • Assisted in streamlining customer feedback reports, improving communication flow between teams. • • Trained new support team members on company policies and Zendesk usage. Customer Care Representative | Divine Montessori School March 2021 – December 2022 | Lagos, Nigeria • • Served as the main contact for parents and guardians, managing inquiries and complaints efficiently. • • Handled phone calls, emails, and walk-in queries with professionalism and empathy. • • Supported administrative functions such as student registration and records management. • • Helped improve parent communication response time by 30% through better ticket tracking and scheduling. Education Bachelor's of science, Animal science and Technology Federal University of Technology Owerri, Imo State, Nigeria -2019 Technical Proficiency • CRM Tools: Zendesk, HubSpot, Freshdesk • Office Tools: Microsoft Word, Excel, Google Workspace • Communication Tools: Slack, Zoom, WhatsApp Business Achievements • Consistently exceeded service KPIs for response time and resolution rate. • Recognized by management for professionalism and strong interpersonal communication. • Contributed to customer satisfaction survey improvement by 20% at Oilflots Limited. References Available on request.