Dorathy Adegor

ADEGOR DORATHY OROMUROMO CUSTOMER SUPPORT SPECIALIST PROFESSIONALSUMMARY Customer Support Specialist with over 2 years of experience delivering high quality support in fast-paced, customer-facing environments. Proven expertise in managing 50–100+ daily inquiries across billing, subscriptions, and technical troubleshooting while maintaining a 95% customer satisfaction (CSAT) rate. Highly proficient in CRM systems, customer retention strategies, and cross-functional collaboration. Recognized for adaptability and the ability to balance complex technical needs with business objectives in remote-ready settings CORE COMPETENCES/SKILLS ● Excellent Communication, ● Problem-Solving Abilities ● Empathy and Patience ● First Contact Resolution ● Ticket Management ● Escalation Handling &SLA Compliance ● CRM Software Proficiency ● Email, Chat & Phone Support ● Remote Collaboration Tools ● Adaptability ● Multitasking ● Team Collaboration RELEVANTEXPERIENCE CUSTOMER SUPPORT ASSISTANT AJAMY OIL AND GAS January 2023 – Present ● Resolved 50+ daily inquiries regarding billing and technical issues, consistently achieving a 95% CSAT score. ● Used CRM tools such as Zendesk and HubSpot to manage and track customer interactions. ● Optimized service efficiency by Identified common customer complaints analyzing feedback and service data from over 1,200 customer interactions. ● Answered difficult questions about accounts and payments while staying friendly and keeping a 95% satisfaction rate. ● Optimized service efficiency by analyzing feedback and service data from over 1,200 customer interactions. CUSTOMER SERVICE INTERN ADDVEOM VENTURES May 2021 – June 2022 ● Delivered multi-channel support to 100+ customers daily via phone, chat, and email. ● Explained how to use products to over 200 customers, helping them understand everything so they didn't have to call back with more questions. ● ● Reduced repeat inquiries by providing clear, comprehensive product education to over 200 customers. Maintained a 95% satisfaction rate while navigating high-priority and sensitive account management cases. ● ● Handled complex situations with a 95% satisfaction rate. Confirmed and processed customer orders, making sure all shipping and billing information was entered correctly. CUSTOMER SERVICE & BOOK-KEEPING ASSISTANT DORAVIC GROUP OF SCHOOL August 2019– December 2020 ● Achieved a 100% satisfaction rate by resolving complex complaints and inquiries with high precision. ● Maintained accurate records of customer interactions using CRM systems ● Built positive relationships with customers through clear communication and active listening. ● Escalated complex issues to the appropriate department when necessary. ● Implemented and managed CSR programs that aligned with company values and contributed to social impact. ● Analyzed service data to identify delivery gaps and implement improvements in customer journey. EDUCATION Delta State University B.Sc-Accounting - CERTIFICATIONS AND COURSES • • • Certified Customer Service Professional (CCSP) Certified Customer Service Professional - ZENDESK Customer and Sales - HUBSPOT TOOLS Zendesk- Salesforce -HubSpot - Livechat – Zoho desk - Microsoft Dynamics 365 - Intercom – Microsoft Teams- Slack-Canva - Asana, - Trello - Freshdesk – Notion - Microsoft Excel- Zoom – Calendly– SurveyMonkey- Dialer.