Ebuka Fortune Edward

FORTUNE EDWARD -|-| PERSONAL PROFILE A customer support specialist with a strong foundation in customer support. Fortune combines technical expertise with over four years of hands-on experience in high-pressure environments. He excels in resolving customer issues efficiently, fostering collaboration across departments, and maintaining detailed knowledge bases. Passionate about continuous improvement in an ecommerce organization. Fortune is committed to providing exceptional solutions that enhance customer satisfaction and organizational success. WORK EXPERIENCE Krause and Kinsman Law Firm, Kansas City Missouri, USA Client Support Specialist • • • • • Managed client inquiriesprofessionally, ensuringcompassionatecommunicationandtimely resolution. Coordinated internal updates between legal teams and clients, maintaining operational efficiency. Received high volume inbound calls from clients trying to send in their legal documents to support their cases. Organized and tracked sensitive documentation, ensuring confidentiality and accuracy. Monitored case statuses, flagged outstanding tasks, and collaborated with team members to ensure no case was overlooked. CarepodInc., USA Logistics Specialist • • • • • • March 2024 – May 2025 Apr 2023 – Feb 2024 Trackedshipmentson Shopify and reached out to different shipping companyincases of delay. Used Shopify to modify client orders, replacement orders, return orders and warranty claims. Responded to customer inquiries via chat and email, resolving order issues promptly to maintain a high satisfaction rate. Tracked marketing KPIs weekly and delivered reports with insights to optimize ad spend and content strategy. Tracked orders on ShipBob and PNP Line and ensure timely delivery of shipments to our customers. Tracked and followed up on FedEx and UPS shipments till the shipments are delivered to our customers. Specialty Life Insurance, Ontario Canada Customer Service Representative May 2022 – Feb 2023 • Handled a high volumeofinboundcalls and resolved customerissues efficiently. • Achieved a high lead-to-client conversion rate of up to 14% through an efficient relationship. • • Utilized customer service software to document customer interactions and update customer information. Consistently met the daily quota of 10 transferred calls to the licensed life insurance advisor. Insurance Supermarket Inc. Quality Assurance Coach • • • • Created performance reports from CRM and DOMO analytics dashboards. Led training on handling customer data securely and efficiently using CRM tools. Supported online communication channels and evaluated staff calls for quality assurance purposes. Generated weekly reports on open work orders, lease compliance issues, and vendor performance. Customer Service Representative • • • • • Feb 2021 – April 2022 Oct 2020 – Feb 2021 Timely resolution of customer complaints by liaising with other internal departments. Promoted company products, contributing to lead generation and sales growth. Created customer satisfaction surveys to collect feedback and inform service improvements. Streamlined issue escalation processes to ensure timely resolution of complex cases. Assisted in the development of a centralized customer inquiry tracking system. SKILLSANDLANGUAGE • • • • • • • Technical skills: Customer Support, Microsoft Excel, Microsoft PowerPoint, Data Analytics E-commerce Platforms: Shopify (Admin dashboard, product pages, discounts, reports) CRM Systems: Zendesk, Smart Advocate, Re:Amaze, Gorgias, Hubspot, GoHighLevel Tools: Amazon Work Space, DOMO, Excel, ChaseData, Convoso, ShipBob, Aftership, Five9 Project Management: Google Sheets, Asana, Jira Communication Tools: Zoom Workplace, Slack, Teams Data Entry, Reporting, and Spreadsheet Management TECHNICAL REQUIREMENT & AVAILABILTY • • Owns a high-performance laptop (16GB RAM, Core i7) with a stable of 50mbps+ internet connection. Available to work in U.S. time zones, ensuring flexible customer support. EDUCATION • FederalUniversityofTechnologyOwerri (FUTO) Owerri, Nigeria B.Tech, Physics 2015 –2021 ALX AFRICA • Virtual Assistant REFEREES Available on request.