Margaret Ogunsanwo

Margaret Oluwafisayo Ogunsanwo Customer Support Specialist | Account Management | User Experience (Technical) Committed to improving businesses while establishing customer loyalty and increasing revenue by infusing innovative solutions. Years of experience building strong customer relationships and exceeding satisfaction targets. Adept at simplifying and resolving inquiries efficiently and fostering a positive experience for every customer interaction. Thrives in a remote work environment with global teams and excels at independently managing customer interactions. Areas of Expertise ➔​ Inventory control ➔​ Payment Support ➔​ Product knowledge ➔​ Efficient Workflows ➔​ Project Management ➔​ Ownership of Processes ➔​ Ticketing Systems ➔​ Online Chat & Phone Support ➔​ Customer relationship management Professional Experience Client Services Coordinator | Leap Event Technology | Software(Technical Support) October 2024 - Till date - Instrumental in the migration of over 15,000 accounts to a new and improved system - Developed expertise in the Seats IO reserved seating system - Mastered the TicketLeap DIY ticketing platform - Designed and built hundreds of customized seating charts concisely for client satisfaction - Collaborated with cross-functional teams to further troubleshoot product issues, bugs, payment-related issues etc - Provided support on special projects and ongoing initiatives Customer Service & Account Management | Dear Events, NYC, USA | Hospitality July 2023 - September 2024 - Handled 60-90 daily incoming inquiries for the company's 3 different event spaces. - Qualified events and occasions to ensure company policies were upheld. - Facilitated scheduled appointments for space viewings. - Upsold company products and packages. - Provided rebuttals related to pricing and offering alternate dates. - Followed up with potential clients on inquiries and completion of appointments. Customer Support | Proyecto Technologies | Project Management March 2021 - April 2023 - Resolved customer issues quickly and efficiently by following a systematic approach. - Provided accurate and helpful information to customers by having a deep understanding of the company's products and services. - Maintained a friendly and professional attitude, even when dealing with difficult customers. - Proactively reached out to customers to offer assistance and to resolve potential problems before they become major issues. Virtual Assistant | FQN Community, California, USA | Financials July 2020 - December 2020 - Created and updated virtual records and digital files to maintain current, accurate, and compliant documentation. - Performed general office duties. - Recorded expenses while maintaining accounting records in Google Sheets. - Trained new employees on administrative procedures, company policies, and performance standards. - Facilitated weekly team meetings to ensure project alignment and address roadblocks. - Maintained spreadsheets for minor accounting. ➢​ CRM Tools: Zendesk, Hubspot, Customer Factor, Zoho, Salesforce Cloud ➢​ Chat channels: Discord, Slack, Instagram ➢​ VoIP: 3CX, Phone.com, Dialpad, RingCentral ➢​ Others: Microsoft Word/Google Docs, Google Sheets, TeamViewer Soft Skills ➢​ Proactive ➢​ Empathy ➢​ Tech-savvy ➢​ Multitasking ➢​ Problem-solving ➢​ Collaboration ➢​ Self-motivation ➢​ Customer Centric ➢​ Communication skills ➢​ Consistent attendance Education Aptech Maryland, Lagos, Nigeria Advanced Diploma In Software Engineering (ADSE) (2021 - 2023) University of Lagos, Nigeria B.Sc. Education in Integrated Science (2015 - 2020) Certifications Zendesk Messaging (September 2023) Zendesk Foundational Support (August 2023) Alison Customer Care Skills and Telephone Etiquette (July 2023)