Michael Ekekwe

MICHAEL EKEKWE CUSTOMER SUCCESS SPECIALIST Lagos, Nigeria | Tel: -| Email:- PROFESSIONAL SUMMARY Dynamic and results-oriented professional with strong communication, problem-solving, and customer service skills. Passionate about creating exceptional customer experiences and resolving challenges with empathy and efficiency. Proficient in handling inquiries via calls, emails, and chats while maintaining detailed records. Thrives in fast-paced environments and excels in fostering positive relationships with customers and teams CORE COMPETENCIES Customer Service Excellence Communication Skills Problem-Solving Time Management Technical Proficiency Team Collaboration Conflict Resolution Adaptability Detail Orientation  Multitasking Emotional Intelligence Organizational Skills Active Listening Process Improvement Interpersonal Skills VALID CERTIFICATIONS / EDUCATIONAL QUALIFICATIONS. Customer Service Fundamentals – Coursera  Effective Communication Skills – LinkedIn Learning Problem Solving and Decision Making – Udemy Time Management for Professionals – Alison Handling Difficult Customers – LinkedIn Learning CRM Systems for Beginners – Udemy Customer Experience Management – HubSpot Academy Conflict Resolution in the Workplace – Coursera  Emotional Intelligence for Customer Service – LinkedIn Learning Bachelor’s Degree in International Law and Diplomacy, Babcock University . PROFESSIONAL EXPERIENCE Customer Success Specialist | Super Purposes Customer Satisfaction: Supported 1,500+ clients annually with a 98% satisfaction rate. Process Improvement: Streamlined workflows, cutting response times by 30%. Team Leadership: Trained and mentored 10 new hires for consistent support. Technical Expertise: Utilized Intercom to resolve inquiries and escalate issues. Customer Retention: Led feedback initiatives, boosting retention by 20%. Live Chat Efficiency: Managed high-volume live chats, resolving issues in real time. Onboarding Success: Guided new clients, enhancing user experiences. Issue Resolution: Worked with technical teams, increasing first-contact resolutions by 25%. Problem-Solving: Implemented solutions that cut ticket backlog by 15%. Client Relations Specialist | Perfect Transformation Client Relationships: Built long-term relationships with empathetic communication. High Customer Retention: Maintained retention through personalized support. Customer Feedback Analysis: Used feedback for targeted improvements. Conflict Resolution: De-escalated complex issues, protecting brand reputation. Knowledge Base Optimization: Expanded knowledge base, reducing inquiries by 25%. Performance Recognition: Consistently exceeded customer service targets. Call Center Specialist | UST HealthProof. Crisis Management: Managed disruptions with clear communication. Upselling & Cross-Selling: Increased revenue by 15% through strategic selling. Multi-Channel Support: Provided seamless support across all platforms. Customer Education: Created content that reduced support dependency by 20%. Feedback Loop Creation: Informed product enhancements through feedback loops. Customer Journey Mapping: Improved experiences by addressing pain points. Customer Loyalty Programs: Boosted repeat purchases by 18% through loyalty initiatives. Quality Assurance: Ensured high interaction standards with QA checks.