Ebubechukwu Hope Moghalu

MOGHALU EBUBECHUKWU HOPE E-mail:-| Phone No: - PROFESSIONAL SUMMARY A skilled customer service professional with over 3 years of experience in providing top-notch customer support. Dedicated to enhancing the customer experience through reliable product education, timely assistance, helpful feedback, and respectful conflict management. Proven ability to manage multiple tasks and priorities effectively. Committed to delivering exceptional service and fostering positive relationships with clients SKILLS • • • • • • Customer Service Excellence Problem Solving & Conflict Resolution Communication & Interpersonal Skills Data Entry and CRM Software Proficiency Technical Support Time Management & Multitasking EXPERIENCE Tek-Experts- Lagos, Nigeria March 2023 till date Position: Customer Support Executive Responsibilities: • Respond to customer inquiries via phone, email, and live chat, providing information and timely solutions. • Resolve product or service issues by clarifying customer complaints, determining the cause, and offering the best resolution. • Maintain detailed records of customer interactions and follow up on issues to ensure complete resolution. • Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to effectively resolve customer issues • Provide feedback to the product development team on customer needs and issues to contribute to continuous improvement. • Conduct customer satisfaction surveys and report findings to management. • Identify trends in customer issues and communicate them to relevant departments for continuous improvement MTN Communications-Lagos 09/2021-01/2023 Position: Customer Support Officer Responsibilities: • Assisted in onboarding new customers by guiding them through the setup process and answering any initial questions. • Developed and maintained a comprehensive understanding of the company’s products/services to better assist customers. • Provided training to new team members on customer support protocols and CRM systems. • Contributed to the creation of support documentation and FAQs to streamline customer service processes. Radiant Solutions -Lagos (Intern) Position: Customer Support Representative Responsibilities: • • • • 02/2021-08/2021 Delivered excellent customer service through effective communication and problemsolving. Processed orders, returns, and exchanges efficiently, ensuring customer satisfaction. Collaborated with the sales team to provide support and ensure smooth customer transactions. Received recognition for achieving the highest customer satisfaction scores in the department. EDUCATION University of Benin - Qualification Obtained BSc- Linguistics Studies REFERENCE Will be provided on request. 2019