Idorenyin Jonah

JONAH IDORENYIN - - Lagos, Nigeria SUMMARY A results-oriented professional with over 4 years of experience in customer experience, success roles, and process optimization. Skilled in managing customer interactions via email, phone, and chat, and proficient in resolving customer issues promptly and professionally. Experienced in maintaining accurate customer records in CRM systems like Freshdesk, Zendesk, Freshchat, Intercom, and Kommo. Adept at providing detailed product information, collecting and analyzing customer feedback, and building strong customer relationships. Motivated to achieve exceptional performance through fast communication and a customer-centric mindset. Familiarity with productivity tools such as Notion, Monday.com, and Trello and communication tools such as Slack, Loom, and Basecamp. PROFESSIONAL SKILLS Customer Support Customer retention strategies Communication skills Dispute resolution CRM Proficiency Time-management skills WORK EXPERIENCE CUSTOMER SUPPORT EXECUTIVE (2023 - Present) SD Intermedia - Lagos, Nigeria. Responded to customer inquiries via email, phone, and chat promptly and professionally, and proactively reached out to customers to measure customer satisfaction rates and identify potential issues. Managed customer onboarding processes, ensuring seamless transitions and optimal user experiences. Resolved customer issues efficiently, escalating complex problems when necessary, and followed up to ensure satisfaction. Collaborated with cross-functional teams such as the product team to improve user experience and product quality. Maintained up-to-date knowledge of product updates to provide accurate and timely information to customers. BUSINESS PROCESS OPTIMIZATION ANALYST ( REMOTE) (2022 - 2023) Patricia Technologies Limited - Vilnius, Vilniaus Utilized Looker Studio for data analysis, creating models to identify trends and improve process efficiency, improving customer satisfaction with measurable results. Observed organization-wide team processes, compiled data, and generated reports for management during Monthly Progress Report sessions. Performed process analysis across teams, reducing operational delays and errors by 40%. Created standard process reports for various teams at multiple touchpoints, adhering to compliance and performance standards. CX QUALITY ASSURANCE TEAM LEAD ( REMOTE) (2021 - 2022) Patricia Technologies Limited - Vilnius, Vilniaus Monitored and evaluated Customer Service Representatives' performance across multiple communication platforms such as calls, social media, and tickets. Referred underperforming agents to the training team for targeted skill development to enhance their job effectiveness. Developed and implemented strategic processes and customer service standards for all channels of communication to improve productivity and profitability. Prepared regular performance reports (weekly, monthly, quarterly) and provided trend data to the management team on Customer Service Representative performance and customer interactions. Analyzed customer service metrics (CSAT) to identify service gaps and quality improvement opportunities. CUSTOMER SUPPORT SPECIALIST ( REMOTE) (2019 - 2021) Patricia Technologies Limited - Vilnius, Vilniaus Managed and maintained communication across various platforms including email, phone, tickets, and social media, effectively resolving customer inquiries and increasing satisfaction by 25%. Updated CRM systems with detailed notes on customer interactions. Stayed updated on product features and company policies to provide accurate information. Collected and analyzed customer feedback to identify areas for improvement and reported findings to management. Participated in cross-functional collaboration, particularly with Sales and Operations, to optimize customer interactions, streamline processes, effectively address customer issues, and improve overall service quality CUSTOMER SUCCESS REPRESENTATIVE (2019) Outcess Solution Nigeria - Lagos, Nigeria Investigated and resolved over 30 customer inquiries daily on chat, email, and phone calls, providing appropriate solutions within an average handling time of 5 minutes. Maintained accurate documentation on CRM systems, ensuring reliable company records for future reference. Enhanced customer retention through empathetic, customer-centered communication. Identified opportunities for cross-selling and up-selling to maximize revenue and enhance customer satisfaction. Remained knowledgeable about product updates to provide the most up-to-date information to customers and solve diverse customer problems, ensuring full resolution promptly. EDUCATION AND CERTIFICATION CALL CENTER SKILLS AND MANAGEMENT TRAINING (2024) West Africa Association of Customer Service Profession, Accra, Ghana SIX SIGMA FOUNDATIONS (2023) LinkedIn Learning- Sunnyvale, CA94085 QUALITY STANDARDS IN CUST OMER SERVICE LinkedIn Learning- Sunnyvale, CA94085 (2023) QUALITY MANAGEMENT SYSTEM (QMS) LinkedIn Learning- Sunnyvale, CA94085 (2023) CUST OMER CARE MANAGEMENT (2018) Joint Professional Training and Support International, Lagos. B. FORESTRY, AGRICULTURE University of Uyo, Uyo- Akwa Ibom State, Nigeria (2017)