Elizabeth

ELIZABETH IBEBUOGU Customer Support Specialist Personal Info Phone - E-mail-Skills Customer Experience Manage- ment A systematic and results-driven professional, adept at inspiring colleagues to thrive in demanding work environments, encompassing customer management, administrative, and clerical functions. An exceptional Customer Service Specialist with a track record spanning over 4 years delivering exceptional customer satisfaction with a robust background in Customer Experience Management, Telecommunications, Fintech and Blockchain Technology. Proficiency in optimizing operational workflows and committed to the delivery of high service standards with a dedication to delivering solutions and handling complaints. Experience Client Support Ingenium Concept Ltd || [July 2023–Till Date] • Respond promptly to client inquiries received via phone, email, and live chat in a courteous and professional manner • Investigate and troubleshoot client issues/complaints through step-by-step procedures • Communicate and collaborate with different departments • Investigate, research, and resolve client issues • Document all client interactions and resolutions in our customer relationship management (CRM) system • Follow up with clients to ensure their issues have been fully resolved • Maintain up-to-date knowledge of our product/service offerings Customer Experience Specialist Ntel Telecommunications / KYC Analysis and Remediation Data presentation, visualization and Insights CRM (Zendesk, Intercom, Sales- force management)) Microsoft Office 365 07/2022 – June 2023 • Monitor customer services through Network Management Systems, promptly escalating critical technical issues to ensure optimal uptime. • Initiate tickets for customer complaints, ensuring that escalations are appropriately logged, monitored, and overseen until resolution. • Generate statistical reports, managing information inquiries, and executing additional tasks, including soliciting feedback and reviews from customers. • Provide consultation on customer success by offering tailored advice on how to effectively utilize the product/service according to their specific requirements. Customer Service Representative Latoken Exchange / 03/2021 - 07/2022 • User onboarding, Customer due diligence & KYC verification. Technical Troubleshooting • Efficiently handle multiple customer interactions in real-time while upholding top-notch customer service standards. Hobbies and Interests • Play an active role in cross-functional projects aimed at refining and testing the customer support playbook, ensuring the consistency of workflows and the quality of support. • Actively monitor of escalated issues and develop comprehensive action plans for their resolution, inclusive of specific timelines. • Travel • Music • Blockchain Technology Languages English Customer Support Specialist Opay / 10/2019 - 03/2021 • Monitoring and analyzing customer interactions across both online and offline channels and touchpoints to ensure cross-functional visibility and foster relationship growth. • Collaborating closely with internal teams to elevate both customer experience and brand visibility. Education Bachelor of Science (B.Sc) in Accounting National Open University of Nigeria / Lagos State 01/2014 - 02/2018 Certifications Advanced Product Management: Leadership and Communication. 04/2023 - 04/2023 Smart Tips: Soft Skills for Technical Professionals 08/2022 - 08/2022 Customer Experience Management (CX): Masterclass 2022 02/2022 - 02/2021 Customer Life Cycle Management (CLM) Application 06/2021 - 06/2021