Lucky Michael Omogbai
FCT-Abuja, Nigeria,-, -. Linkedin.com/in/lucky-michaelomo
SUMMARY
Experienced Customer Service Representative with a strong history of providing exceptional support and fostering
positive customer relationships. Proficient in resolving inquiries, concerns, and complaints while maintaining
professionalism and empathy. Skilled in CRM systems and diverse communication channels for prompt assistance.
Adept at multitasking in a fast-paced setting, consistently surpassing performance goals. Committed to ongoing selfimprovement and delivering top-tier service.
WORK EXPERIENCE
Deriv
June 2021 - April 2023, Remotely USA.
Virtual Assistant
Responsibly handled customer calls, swiftly resolved issues, and efficiently generated fault tickets within a fast-paced
call center environment.
Delivered an impressive 92% customer satisfaction rate across all resolved tickets, contributing to enhanced customer
loyalty and positive brand reputation.
Monitored and revamped the Help Desk ticketing system, resulting in a notable improvement in service levels, which
aligned with and exceeded predefined customer service objectives.
Demonstrated exceptional attention to detail, skillfully managing multiple tasks and projects concurrently,
showcasing organizational prowess.
Facilitated seamless communications by managing inbound and outbound customer calls, contributing to enhanced
customer engagement and satisfaction by 65%.
Sublime Partners
September 2020 - February 2021, Nigeria.
Customer Support Representative
Developed customer service protocols, met customer service targets and improved customer satisfaction scores from
72% to 89%.
Leveraged communication skills to respond to customer inquiries and resolve customer complaints, generating repeat
customer orders by 20%.
Effectively managed a 30% increase in call volume during a promotional period, ensuring minimal wait times and
maintaining service quality.
Increased client retention ratio by 30% over the course of three months.
Recommended solutions to complex situations through research and critical thinking and escalated customers to
supervisors for enhanced support.
Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and
implementing the best solutions.
Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds
to solve problems expeditiously.
Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
SKILLS
Industry Knowledge: Customer Service, Team Leadership, Technical Support, Information Technology Tools &
Technologies: Microsoft Azure, Powershell, Microsoft Outlook, Microsoft Endpoint Configuration Manager, Microsoft
Exchange
EDUCATION
Auchi Polytechnic
Diploma In Business Administration
Auchi, Nigeria
