Fadhilah Ridwan

FADHILAH RIDWAN CUSTOMER SUCCESS SPECIALIST/SUPPORT OBJECTIVE: Customer Success Specialist PROFESSIONAL SUMMARY Dedicated and customer-focused support specialist with over 3 years of experience providing exceptional service across various communication channels, including phone, email, and chat. Adept at quickly resolving customer issues, handling complaints with empathy, and delivering product knowledge that enhances customer satisfaction and loyalty. Skilled in building strong relationships, improving processes for efficiency, and contributing to product and service enhancements through detailed customer feedback. Known for excellent communication skills, a proactive approach to problem-solving, and a commitment to maintaining a positive customer experience. Highly organized, with a proven ability to work independently in fast-paced, remote environments while consistently meeting or exceeding performance metrics. EXPERIENCE TEMMITEK CONSULTING LLC MAY 2024-Till Date Customer Success Specialist • Established and nurtured strong relationships with clients, thoroughly understanding their unique needs and goals to deliver tailored ServiceNow solutions that enhanced their IT service management processes. • Provided timely and effective support via email, phone, and chat, addressing client inquiries related to ServiceNow configurations, troubleshooting issues, and ensuring a seamless experience across all communication channels. • Led onboarding sessions for new clients, ensuring a smooth transition into using ServiceNow. Developed and delivered training materials, tutorials, and resources to help clients maximize the value of their ServiceNow implementations. • Monitored client usage and engagement with ServiceNow modules, identifying opportunities for optimization and growth. Proactively addressed potential challenges, ensuring high levels of client satisfaction and retention. • Collaborated closely with internal teams, including developers and product managers, to relay client feedback and contribute to ServiceNow product enhancements. Worked as a liaison between clients and technical teams to ensure their needs were reflected in custom configurations and updates. • Suggested and implemented improvements to streamline ServiceNow support processes, enhancing efficiency and effectiveness. Introduced best practices for operations, ensuring SLAs and turnaround times were consistently met in line with client expectations. • • • • Monitored and addressed client concerns and complaints, proactively reaching out to offer assistance and solutions related to ServiceNow functionalities. Maintained a high standard of problem-solving, ensuring issues were resolved quickly and to the client’s satisfaction. Kept clients informed about new ServiceNow features and functionalities, including upselling and cross-selling opportunities where appropriate. Became a ServiceNow product expert, with deep knowledge of workflows, integrations, and platform functionalities, enabling clients to fully leverage the platform’s capabilities. Tracked and reported on key customer success metrics, providing insights and recommendations for continuous improvement. Regularly updated and optimized help content, ensuring it supported user self-service and automated tools within ServiceNow. THE BLUESKY SOLUTION MARCH 2022- JANUARY 2024 Support Specialist • Provided prompt and accurate responses to customer inquiries via phone, email, and chat, ensuring a seamless and positive customer experience. • Took ownership of customer issues, working diligently to resolve problems in a timely manner while keeping customers informed throughout the process. • Proactively addressed customer complaints, identifying root causes and implementing effective solutions to enhance customer satisfaction. • Maintained a deep understanding of company products and services, enabling the delivery of informed support and guidance to customers. • Assisted customers with purchasing decisions by providing detailed product information, upselling, and cross-selling where appropriate. • Suggested and implemented process improvements to enhance the efficiency of the customer service team, reducing response times and increasing overall customer satisfaction. • Gathered and reported customer feedback to internal teams, contributing to the continuous improvement of products and services. • Assisted in training new customer service representatives, sharing best practices and helping to develop their skills in handling customer interactions. • Maintained detailed records of customer interactions, issues, and resolutions, ensuring accurate and up-to-date documentation for future reference. • Designed and implemented cold email campaigns to drive top-of-funnel activities and generate quality leads. Utilized advanced email tools to create and launch strategies, resulting in increased lead acquisition and engagement. • Crafted compelling email content and subject lines that captured the target audience’s attention. Regularly optimized campaigns based on performance metrics, such as open and response rates, leading to improved engagement and effectiveness. • Monitored and analyzed key performance indicators to assess campaign success. Used data-driven insights to refine strategies, boosting overall campaign results and achieving higher engagement rates. ireload NG MARCH 2021 - JAN 2022 IT Support Specialist • Conducted routine maintenance on phone systems, computer systems, printers, network infrastructure, and technical equipment, resulting in a 15% reduction in system-related disruptions. • Efficiently administered user accounts, work email addresses, and access levels for new employees, ensuring they were fully operational within the first day, improving productivity. • Categorized incidents to ensure that incidents are assigned to the right support group. • Implemented rigorous data backup procedures, for data recovery rate in case system crashes, preventing data loss and potential downtime. • Managed a team of Virtual Assistants, ensuring efficient execution of email campaigns and alignment with strategic goals. Provided guidance and support, facilitating clear communication and collaboration within the team. • Maintained effective communication with clients and internal stakeholders, ensuring alignment on campaign objectives and progress. Demonstrated excellent written and verbal communication skills in all interactions. • Operated with minimal supervision, showcasing high resourcefulness and independence. Proactively addressed challenges and sought out information to overcome obstacles, demonstrating a quick learning ability. • Embraced continuous learning by actively seeking out new knowledge and asking insightful questions. Applied this learning to improve email marketing practices and campaign outcomes. • Applied prior experience in email marketing to develop and execute successful strategies, effectively capturing and nurturing leads and contributing to overall marketing success. SKILLS Effective Communication||Active Listening||Problem-Solving||Empathy||Time Management||Product Knowledge||Conflict Resolution||Adaptability||Attention to Detail||Collaboration||Technical Proficiency||Customer-Centric Mindset||Multichannel Support||Complaint Handling||Relationship Building||Onboarding and Training||Sales Support (Upselling & Cross-Selling)||Process Improvement||Performance Metrics Analysis||Knowledge Base Management||Stress Management||Proactive Customer Engagement||Critical Thinking||Continuous Learning TOOLS ServiceNow Customer Service Management Form||Slack||Microsoft Teams||Automate io (CSM)|| Intercom||LiveChat||Google EDUCATION Federal University of Agriculture Abeokuta, Ogun state, Nigeria BSc. Hospitality and Tourism management November 2023 CERTIFICATIONS AND TRAININGS ServiceNow Certified System Administrator (CSA) Verify Certificate Customer Service Representative Certification [linkendIn], 2020 LinkedIn learning Google Technical support Fundamentals, 2022 Google IT support