Halima Ebubeze

HALIMA EBUBEZE Customer Support Specialist An exceptional customer service specialist with strong written and oral communication skills. Proficient at identifying customer needs and maximizing customer satisfaction through exceptional customer service. Prioritizes customer acquisition and retention by ensuring customers have a positive experience. Possesses sales and marketing skills, and technical proficiency, and understands the importance of building working relationships with customers. Adept at utilizing customer service channels (inbound calls, emails, live chat, CRMs, etc) Contact Information Abuja, Nigeria - - 1588 - 634- to promote the voice of the brand and build customer loyalty. Employment History Customer Support Specialist Feb 2019 - December 2022 Placidway . Remote Received callers providing exceptional listening skills to determine Skills the nature of their call in order to clearly and precisely address their inquiries in a professional manner. Developed sales techniques to successfully sell and upsell our Excellent Communication Skills services to new and existing clients. Strong Customer Practices Handled and resolved customer inquiries and complaints through Critical thinking skills CRM Management live chats on Gorgias. Solicited feedback from customers at every step of the process, monitored social media commentaries, and conducted data-driven Account Management research to understand customer needs and wants. Research Skills Commended for the initiative, persuasiveness, intense customer Social Monitoring focus, and dependability in performance evaluations. Analytical Skills Displayed an unwavering commitment to customer service, Customer Prioritization and Focus Conflict Management and Resolution High Emotional Intelligence resolved complex issues, and won customer loyalty. Organized customer information and account data for business planning and customer service purposes. Maintained quality control/satisfaction records, constantly seeking Customer success advocacy new ways to improve customer service. Problem-solving skills Answered all inquiries about products, shipment, delivery times, Technical proficiency orders, pricing, billing, and refunds. Dynamic Team Player Focused on our clients and customer needs and expectations to Social Media Management Time and Performance Management Dynamic Team Player ensure the best possible information and/or resolution was provided. Monitored progress of ongoing requests, and escalated concerns or roadblocks to management early in the process. Excellent verbal and written Collaborated and liaised with production team to ensure that communication skills customer information and shipping details were accurate and Key relationship management. delivery times were set according to schedule. Detail-oriented Contributed to the transition from break-fix operating model to Excellent coordination, and organizational skills.gmail.com customer solution-focused operating model. Demonstrated strong customer service practices through keen listening and empathy. Increased sales by 30% over the course of 9months by identifying customer pain points, providing detailed product information and ensuring that customers had a positive experience using our products. Customer Support Representative Jan 2015 - Jan 2018 MoGi Group . Remote Developed and led improvements and/or solutions to work processes and tools. Drove revenue and customer loyalty by researching discounts and specials available tolong-term customers. Worked closely with the product development team on troubleshooting any issues, and providing detailed input to diagnose and resolve client issues. Processed questions and problems from users through a well coordinated ticketing system on Zendesk. Developed basic knowledge of change management processes and tools. Thoroughly conducted customer needs analysis by administering type form surveys, questionnaires and soliciting feedback. Organized customer information and account data for business planning and customer service purposes using software like Notion. Maintained quality control/satisfaction records, and constantly sort new ways to improve customer service. Attracted potential customers by answering product and service questions; suggesting information about other products and services. Worked with coworkers and end-users to determine the best course of action to resolve support tickets in a timely and satisfactory manner. Quickly and effectively solved customer challenges and followed up to ensure remediation. Answered queries on blogs and forums as well as social media channels. Used workflows and analyzed CSV files of gamers to identify system errors, troubleshoot and escalate to tier 2 customer support for resolution. Participated in and contributed to the knowledge base to improve the company's customer support strategy. Screened and handled email and live chat communications, escalating issues per guideline criteria.