Henry Ephraim

HENRY EPHRAIM Customer Service Representative Summary Contact Enthusiastic customer service personnel with 2 years of experience working as a liaison between consumers and corporations. Skilled communicator and listener with a knack for remedying conflict, and keen organizational skills which allow for effective delivery of outstanding service. Maintain the highest level of integrity; dedicated to providing reliable and friendly service without ever compromising the reputation or competencies of the organization. Highly motivated and outgoing individual. Competent team player who can successfully inspire fellow colleagues. Phone: - Skill Highlights German – C1    Technical/Product Knowledge. Understanding of Customer Psychology. Complex problem solver.  Politeness/Etiquette/Tact.  Detailed and concised writing skills. Adaptability/Flexibility.  Experience Remote Customer service agent - 9/2017 to 10/2019 SLOT  Accurately documented, researched and resolved customer service issues.  Delivered remote troubleshooting and analysis for installation, usage and      configuration questions. Defused volatile customer situations calmly. Increased return customers with high satisfaction ratings by 20%. Cross-trained and provided back up for other customer reps when needed. Acted professionally and patiently when addressing negative customer feedback. Answered product and service questions and offered information on related products and services. Boosted new customer NPS scores by 10%. Accomplishments   Helped to resolve a recurring product complaint by analyzing reports and identifying a major process bottleneck which led to a 75% reduction in the number of tickets for this specific issue. Worked with company systems such as live support and diligently completed all assigned tasks, working overtime as needed. Education National institute of information technology, Port Harcourt  Majoring in Infrastructure management and network security Email:- Languages Software skill      Zendesk Trello Slack Microsoft office Google suite