Faustina Esomchi Nwoga | Freelancer Resume

FAUSTINA NWOGA E. Owerri, Nigeria Email:-Language: English, Phone: - Linkedin Profile Professional Summary Detail-oriented Customer Support Specialist with 3 years of experience in client relations, technical support, and administrative assistance. skilled at managing high volume customer calls, resolving complex issues, and optimizing support workflows. Proven ability to handle 70+ daily customer interactions while maintaining a 98% satisfaction rating. Skilled in CRM management, complaint resolution, and diverse team collaboration to enhance operational efficiency. Passionate about delivering exceptional customer experiences and driving service excellence for businesses worldwide. Technical Toolkit ● ● ● Customer Support Tools: LiveChat, Intercom, HelpScout. CRM Tools: Salesforce, HubSpot, Zendesk, Freshdesk. Communication Tools: Slack, Microsoft Teams, Zoom, Google Meet. Core Competencies ● ● ● ● ● ● ● Customer Support and Retention Strategies Complaint Resolution and Conflict Management Technical Support and Help Desk Management CRM Administration (Salesforce, HubSpot, Zendesk) Live Chat, Phone and Email Support Client Relations and Customer Onboarding Order Processing and Billing Support Professional Experience Customer Support Specialist VICAB Integrated Company, Nigeria June 2020 – Jan 2023 ● ● ● ● ● Enhanced customer satisfaction ratings by 25% through proactive relationship management and personalized solutions. Strengthened client relationships, resulting in a 40% increase in repeat business and a 25% boost in customer loyalty. Provided customer feedback that led to a 20% improvement in product satisfaction and a 15% increase in overall service efficiency within 6 months. Resolved customer inquiries efficiently, reducing complaint resolution time by 35%. Assisted in developing customer retention strategies, improving engagement and long-term satisfaction. Technical Support Specialist Digiskills Nigeria Limited, Nigeria June 2020 – Jan 2023 Digiskills is a leading tech solutions provider specializing in digital training and skill development. ● ● First-Contact Resolution: Delivered real-time technical support, successfully resolving 90% of cases on first contact. Managed 40+ daily email inquiries, maintaining a 24-hour response time, ensuring customer satisfaction. ● ● Assisted customers with troubleshooting, contributing to a 15% reduction in churn rates by improving service quality. CRM Optimization: Enhanced CRM data integrity, facilitating seamless collaboration across multiple departments and improving operational efficiency. Customer Relations and Support Manager ARUC LIMITED, Nigeria (Remote) Jan 2024 – Present ARUC Limited is a leading tech company specializing in web design and SEO optimization, delivering tailored digital solutions for businesses worldwide. ● ● ● ● ● ● Managed a team of customer support representatives, driving a 25% increase in efficiency and productivity. Training and Development: Designed and delivered monthly **customer service training programs, resulting in a 20% improvement in resolution rates. Reduced complaint resolution time from 48 hours to 24 hours, significantly improving the overall customer experience. Streamlined the order processing system, cutting errors by 30% and improving fulfillment speed within 6 months. Successfully managed a portfolio of 150+ client businesses, ensuring consistent follow-ups and building long-term relationships. Utilized CRM softwares to maintain detailed client records, optimizing communication and supporting strategic business growth. Soft Skills ● ● ● ● ● ● Strong Communication and Active Listening Analytical Problem-Solving Empathy and Customer focus Mindset Multitasking and Time Management Leadership and Team Collaboration Adaptability and Critical Thinking Education Bachelor of Science in Public Health, Abia State University Uturu, Abia State, Nigeria. 2021 Trainings In Demand IT Support Skills, Digital Witch Training Academy, Nigeria. 2024 Sales and Telemarketing by Sandra Ajibo. Nigeria, 2024