Ezedinugwu Kosiso

Kosiso Ezedinugwu Customer Service Representative Anambra State Nigeria- LinkedIn Customer Service Representative | Customer Experience Champion | Feedback Elevation Expert OBJECTIVES Devoted and empathetic Customer Service Specialist with a background in Digital Marketing, IT, and a Bachelor's degree in Geology. Passionate about putting customers first, resolving issues with care, and fostering positive experiences that build customer loyalty and advocacy. Skilled in driving customer satisfaction and generating valuable feedback, with a commitment to ensuring every interaction leaves customers feeling valued and supported. Seeking to leverage strong problem-solving and communication skills in both onsite and remote roles. KEY SKILLS ● Empathy and active listening, enabling me to genuinely understand and support each customer’s unique needs ● Outstanding written and verbal communication, allowing me to connect with customers clearly, courteously, and effectively ● Strong decision-making and problem-solving skills, empowering me to resolve issues efficiently and calmly, even in challenging situations ● Adaptability to handle a variety of customer situations with flexibility and responsiveness ● Proficiency with CRM software (such as HubSpot and Zendesk), enabling me to build and maintain effective customer relationships ● Conflict resolution skills, helping me to de-escalate and professionally manage difficult interactions ● Organizational and time management abilities, allowing me to prioritize tasks and meet deadlines with efficiency RELEVANT PROFESSIONAL EXPERIENCE Internship Rural Urban Water Supply Project | April -June 2022 As Team Leader, I guided a group of interns, bridging communication between our supervisor and team members with a genuine focus on supporting my colleagues. I approached leadership as an opportunity to serve, striving to understand and address each person’s needs. This approach resulted in a 90% satisfaction rate within the team, creating a collaborative and positive atmosphere. Through clear communication on WhatsApp, meticulous data management in Google Sheets and Microsoft Excel, and organized backups on Google Drive, I aimed to make everyone’s work smoother and more rewarding. Volunteer Friends Industry Limited | January – March 2024 In my role at Friends Industry Limited, I focused on enhancing the customer experience by fostering open communication and resolving issues with care and efficiency. By actively listening to customers and addressing their concerns with tailored solutions, I helped increase customer satisfaction from 30% to 70%. I also leveraged CRM software to track interactions, streamline processes, and automate repetitive tasks, ensuring a smoother experience for both customers and the team. My approach was always rooted in empathy, with a focus on building trust and long-term relationships. ADDITIONAL EXPERIENCE Volunteer Nigerian Customer Service Index | July – December 2024 Volunteered to promote brands that prioritize customer satisfaction, encouraging individuals to recommend them for greater recognition. I moderated a WhatsApp group, providing support and guidance to volunteers. I managed volunteer data, ensuring accurate records, and was responsible for escalating issues to the general WhatsApp leader for resolution. Additionally, I served as a community moderator for our social media pages, fostering engagement and creating a positive environment. EDUCATION Bachelor of Science in Geology 2019 - 2023 Nnamdi Azikiwe University ONLINE TRAINING Customer Success Fundamentals 2024 CustomerSuccessU IT Support Fundamentals 2024 Digital Witch Support Community Digital Marketing Certification 2024 HubSpot Academy Certified Virtual Assistant 2024 ALX Africa Volunteer Team Lead 2024 Nigerian Customer Service Index Nigeria