Fortune Ezechimere

Customer Support Specialist

**Sure Anchor Plc **

Jan 2022 - Dec 2023

Managed a high volume of customer inquiries via email, chat, and phone, consistently meeting or exceeding service level agreements

Resolved complex customer issues by actively listening, identifying root causes, and providing effective solutions

Collaborated with product development and marketing teams to communicate customer feedback and contribute to product improvement initiatives

Comprehensive Customer Inquiry Management:

the management of a substantial volume of customer inquiries across diverse channels, including email, chat, and phone, consistently surpassing established service level agreements.

Employed a customer-centric approach to address and resolve issues promptly, ensuring a high level of customer satisfaction.

Complex Issue Resolution:

Demonstrated exceptional problem-solving skills by effectively identifying and addressing complex customer issues.

Actively listened to customer concerns, determined root causes, and implemented tailored solutions, contributing to a significant reduction in escalated cases.

Cross-Functional Collaboration:

Collaborated seamlessly with product development and marketing teams to relay valuable customer feedback.

Contributed insights to product improvement initiatives, enhancing the overall customer experience and product quality.

Customer Support Specialist

Johnhenry LTD

JAN 2020 - December 2021

Provided timely and accurate responses to customer inquiries, ensuring a high level of customer satisfaction

Assisted in the development of training materials and product documentation to enhance the knowledge base for customer support representatives

Timely and Accurate Customer Responses:

Delivered prompt and accurate responses to customer inquiries, consistently achieving high levels of customer satisfaction.

Implemented best practices in communication to ensure clear and effective interaction with customers.

Training and Documentation Development:

Played a key role in the development of comprehensive training materials and product documentation.

Enhanced the knowledge base for customer support representatives, ensuring a well-informed and efficient support team.

Virtual Assistant

Proctech

Jan 2019 - Jan 2020

Supported multiple executives by managing calendars, scheduling meetings, and coordinating travel arrangements

Conducted market research, analyzed data, and prepared detailed reports to support strategic decision-making

Executive Support and Calendar Management:

Provided dedicated support to multiple executives by efficiently managing calendars, scheduling meetings, and coordinating complex travel arrangements.

Ensured seamless communication and coordination, optimizing executives' time and increasing overall productivity.

Strategic Analysis and Reporting:

Conducted thorough market research, analyzed data, and prepared detailed reports to support strategic decision-making.

Presented actionable insights, contributing to informed business decisions and enhancing overall business efficiency.

Virtual Assistant

Promtech

Jan  2018 - Jan 2019

Handled email correspondence, managed databases, and performed general administrative tasks to support the consulting team

Coordinated logistics for client meetings, including venue bookings and material preparation

Administrative Excellence:

Meticulously handled email correspondence, managed databases, and performed general administrative tasks in support of the consulting team.

Coordinated logistics for client meetings, managing venue bookings, and preparing materials to ensure seamless client interactions.

Efficient Task Coordination:

Demonstrated efficiency in task coordination, ensuring all administrative processes were executed flawlessly to support the consulting team's objectives.