Ifeoma

BLESSING CHIGOZIE IFEOMA CUSTOMER SUPPORT SPECIALIST Address: Manchester, UK (Open to relocation anywhere in the UK; looking for remote or hybrid roles) E-mail:- LinkedIn: https://www.linkedin.com/in/blessing-chigozie Phone: - Portfolio: https://tinyurl.com/ydz84eez Summary: I am an exemplary, passionate and knowledgeable Customer Support Specialist with 4 years of experience providing exceptional support via phone, email, and chat. I can troubleshoot technical issues, deliver clear explanations, and maintain a positive customer experience across multiple communication channels. Skilled in MS Office Suite. Eager to leverage strong problem-solving, communication skills and technical product knowledge to empower users and contribute to the customercentric company culture. Skills:  Customer Service: Excellent communication and problem-solving skills achieving 95% customer satisfaction or higher while handling 60+ daily inquiries via phone, email and live chat resolving inquiries and troubleshooting technical issues related to products/services.  I implemented strategies that not only increased positive online reviews to 60% but, also led to a 15% decrease in customer service response time.  Effective Communication: I built rapport, resulting in 90%+ positive customer feedback and testimonials.  Remote Collaboration Tools: Skilled in utilising Freshdesk, Notion, Intercom, Zoho, and Microsoft Teams for efficient communication and task management contributing to a 25% decrease in escalated issues and improved communication.  Using computer proficiency to quickly and accurately enter data. Adhere to company policies, procedures and system Documentation. Work History: Arc Phone Accessories B.V Groningen, Netherlands: Customer Support Agent January 2024 –April 2024  I offer an empathetic and patient approach, leading to 90%+ positive customer feedback and testimonials.  I resolved customer inquiries across phone, email, live chat, and social media, maintaining a 98% customer satisfaction rating.  I successfully fulfilled online orders, booked deliveries, and processed returns and refunds, ensuring accuracy and efficiency.  I contributed to an enriched knowledge base by documenting solutions and best practices.  I troubleshoot technical problems with the platform, leveraging knowledge base resources and collaborating with internal teams when needed.  I provided continuous feedback on customer service processes to improve efficiency and customer satisfaction. Splendid Place SB Empire-Lagos, Nigeria: Customer Support      January 2019 -April 2023 I maintained a 95%+ satisfaction rating, addressing 60+ daily inquiries via email, chat, and phone. I resolved technical issues for 100+ customers, reducing downtime by 30%. I collaborated remotely, leading to a 25% decrease in escalated issues. Empathetic and patient approach, leading to 90%+ positive customer feedback and testimonials. I meticulously documented over 1,000 customer interactions, ensuring accuracy. Project: Trained some groups of small business owners on how to import perfume oils from Dubai • • • I created a WhatsApp group to help small business owners learn about purchasing perfume oils and other products from Dubai. I helped small business owners in my WhatsApp group learn how to reach out to suppliers and agents to make their shipping orders better. I taught small business owners how to speak professionally and negotiate prices. They also learned how to get discounts on quality products from Dubai. Education: Bachelor of Arts (B.A), In History & International Studies, Imo State University Nigeria  Member of the National Association Of History & International Studies Students (NAHISS) Certification: Zendesk Customer Service Professional Certificate- LinkedIn Certified in customer service best practices and strategies for delivering excellent customer support. Technical Support Fundamentals- Google Certified with a foundational understanding of hardware and software troubleshooting, customer service, and communication skills needed to succeed in this field. Zendesk Voice/Talk- Zendesk Certified in utilising Zendesk's customer service software for voice and telephony support. Social Media Marketing- Meta Certified with a comprehensive understanding of social media platforms, content creation, analytics, and strategies for effective social media marketing campaigns. Additional Information:    Flexible and adaptable to new technologies and processes. Strong work ethic and a commitment to continuous learning. Passionate about technology and customer satisfaction.