Miracle

MIRACLE AGBO- PROFILE SUMMARY With over 8 years of experience as a customer service specialist, I excel in resolving complex issues, enhancing customer satisfaction, and building lasting relationships. Key achievements include a 95% first contact resolution rate Increasing satisfaction scores by 20% and mentoring a team to a 30% performance improvement. Known for my effective communication, empathy, and problem-solving skills, I thrive in dynamic environment, and I'm committed to continuous improvement and delivering tailored solutions that drive customer loyalty and retention. SKILLS & EXPERTISE • • • • • • • • • Microsoft Office suite Attention to Details Research and Technical skills Conflict Resolution Empathy Active Listening Adaptability Persuasive Speaking Patience CRM and Data entry Digital Marketing Training and Development Customer Service Problem Solving Communication Skills Teamwork Cultural Sensitivity WORK EXPERIENCE Access Bank PLC Customer Service Manager Feb 2023- Present • Lead and manage the customer service team to ensure exceptional customer support. • Handle escalated customer inquiries and complaints effectively and professionally. • Drive initiatives to enhance customer satisfaction and loyalty by collaborating with other departments to ensure seamless customer experience. • Manage CRM systems including HubSpot, Zendesk and Freshdesk, improving customer interaction tracking and issue resolution by 50% Access Bank PLC Customer Service Executive Nov. 2017 – 2020 • Attained an exceptional 99% customer satisfaction rate by providing stellar customer service. • Handled over 1000 customer interactions monthly, adeptly addressing inquiries, resolving complaints, and offering detailed product/service insights. • Led the introduction of customer feedback initiative that saw a notable 20% decrease in complaints within a six-month period. • Collaboratively enhanced customer service scripts and FAQs, boosting first-contact resolution rates by 15%. Nigerian Television Authority (NTA) Broadcast Crew (Industrial Training) Oct. 2015 – Dec. 2015 • Hands-on training on newsgathering, storytelling, editing and reporting. • Assisted in camera setup for broadcast as well as maintaining the teleprompter. • Collaborated with the broadcast team in the production of “Tales by moon light”. • Participated in media planning, campaign promotion and research. Excel Computer Centre Assistance Student Instructor Aug 2012- Jan 2013 • • • • Monitored student progress and assessed them through test and assignment. Taught students the skills and knowledge needed to use computer effectively. Managed student behaviour to create a positive environment that optimized learning. Planned student lessons based on Microsoft office suite curriculum. EDUCATION & CERTIFICATION Digital Witch IT Support April. 2024 CRM and Project Management Tools: • HubSpot, • Zendesk, • Asana, • Trello, • Apollo.io, • Freshdesk, • Airbnb, • Zoho, • Esty, • Slack, • Monday.com, • Calendly, • Clickup, • Acuity LinkedIn Learning Mar 2024 • Customer Service Foundations: Customer Support and Customer Service Project Management Institute March 2024 • Project Management Foundations ESTG University Benin • BSc Mass Communication 2022 – 2023 Fidel Polytechnic • Mass Communication (HND) 2020 – 2022 Benue State Polytechnic • Diploma Mass Communication (OND) 2014 - 2016