Hilarry

Hilarry Egwabor Customer Support Specialist Lagos, Nigeria Available: Full-Time Remote PROFESSIONAL SUMMARY Results-driven Customer Support Specialist with 5 years of hands-on experience delivering exceptional service in high-volume, fast-paced environments across telecommunications and banking. Proven track record at Globacom (Glo) and United Bank for Africa (UBA) in resolving complex customer issues via Zendesk, email,CRM and live chat. Adept at turning dissatisfied customers into loyal advocates. Highly organised, empathetic, and committed to first-contact resolution. Fully available for remote full-time roles with immediate start. KEY ACHIEVEMENTS • Consistently maintained a customer satisfaction (CSAT) score above 95% across both roles. • Managed and resolved 100+ customer tickets daily via Zendesk without backlog escalations. • Recognised as a top-performing support agent at Glo for 2 consecutive years. • Reduced average response time for email queries by 30% through streamlined ticket prioritisation at UBA. • Trained and mentored 5 new customer support agents at UBA, reducing their onboarding time. WORK EXPERIENCE Customer Support Specialist | United Bank for Africa (UBA)2022 – 2024 One of Africa's largest pan-African banks with operations in 20+ countries. • Handled 80–120 customer inquiries daily via Zendesk, email, and live chat for banking products including accounts, loans, and digital banking services. • Resolved complaints related to failed transactions, account access, and card disputes with an average resolution time of under 4 hours. • Collaborated with back-office and compliance teams to escalate and close complex customer issues. • Maintained accurate and up-to-date customer records in the CRM system, ensuring data integrity. • Contributed to a 20% reduction in repeat contacts by identifying root causes and recommending process improvements. Customer Support Representative | Globacom Limited (Glo)2019 – 2022 Nigeria's second-largest telecommunications company with over 50 million subscribers. • Provided front-line support to telecom customers via email and live chat on billing, data plans, SIM issues, and technical troubleshooting. • Achieved first-contact resolution (FCR) rate of 88%, significantly above the team average. • Handled high-priority VIP customer accounts with special attention to SLA compliance. • Participated in product training sessions and consistently updated knowledge base articles to reflect new services. • Awarded 'Top Support Agent' for Q3 and Q4 2021 based on CSAT scores and ticket closure rates. SKILLS & TOOLS Support Tools Zendesk, Freshdesk, Intercom, Salesforce Service Cloud Communication Email Support, Live Chat, Phone Support, Ticketing Systems Core Skills CRM Management, Conflict Resolution, Escalation Handling, First-Contact Resolution Soft Skills Empathy, Active Listening, Multitasking, Attention to Detail, Time Management Technical Microsoft Office Suite, Google Workspace, Slack, Zoom Languages English (Fluent), EDUCATION Bachelor of Finance2015 – 2019 University of Benin, Nigeria CERTIFICATIONS & TRAINING • Zendesk Support Administrator Certification • Customer Success – Coursera (Google)