Miracle Samson

MIRACLE SAMSON Nigeria || +234 - ||-https://www.linkedin.com/in/samsonmiracle SUMMARY ● Experienced customer support professional with over 3 years in the field, adept at delivering exceptional service and resolving inquiries efficiently. ● Proficient in utilizing various CRM interactions and maintain detailed records. ● ● Skilled in troubleshooting technical issues and providing clear instructions to users. Demonstrated ability to multitask in fast- paced environments while maintaining a friendly and professional demeanor. Strong communication skills, both verbal and written, with a focus on building positive rapport fostering long term customer relationship EDUCATION • Federal University of Technology -Owerri, Nigeria. March 2015 - December 2020 Bsc, Fisheries and Aquaculture Technology. • Foundation Model Secondary School- Maiduguri, Nigeria. June 2011-July 2013. West African Senior School Certificate Examination. WORK EXPERIENCE Rojomickyta farms, Nigeria August 2022- April 2024. Customer support- Team Lead– (Remote) ● Showed extensive product knowledge to help customers with product selection,troubleshooting, and usage guidance. ● Resolved escalated customer concerns and ensured customer satisfaction by handling them professionally and diplomatically. ● Met and exceeded performance metrics, including average handling time, first call resolution, and customer satisfaction scores. ● Worked together with cross-functional teams to enhance service procedures and handle challenging client issues. ● Tracked inquiries, kept accurate records,and recorded customer interactions using CRM software. ● Delivered exceptional customer support through phone, email, and live chat to promptly and politely Customer Service Representative Kayer Stores. ● ● ● ● March 2021 - August 2022 Oversaw the verification of product and service availability, ensuring the dissemination of accurate and current information to customers. Facilitated proactive engagement with customers by promptly addressing reviews and inquiries, resulting in a 30% increase in customer satisfaction scores. Managed and resolved customer complaints expediently across multiple communication channels (emails, phones, live chats), resulting in a 20% decrease in average resolution time. Employed effective escalation procedures for complex issues, leading to a 15% improvement in resolution efficiency and maintaining a consistently high standard of customer service. VOLUNTEER ACTIVITIES Director of Guest Service & Hospitality, The Bridge Church, ● ● ● ● ● July 2023 - December 2023. Greet and extend a warm welcome to members and visitors upon their arrival at the church. Provide proactive assistance and clear directions,ensuring a welcoming atmosphere. Facilitate the organized and respectful seating of congregants during services and events. Offer detailed information about church programs, events, and facilities to congregants. Guide newcomers through inquiries they may have, providing information about the Church PRESIDING OFFICER FOR INEC GENERAL ELECTION, Delta State, Nigeria. August 2023. ● ● ● Assisted voters as needed, addressing inquiries and providing guidance, particularly for those with special needs, to ensure a seamless experience during the voting process. Prioritized and maintained health and safety standards at the polling units for both staff and voters, fostering a secure and welcoming environment. Managed and resolved voter complaints and inquiries with a focus on delivering exceptional customer services. SKILLS CRM Tool Microsoft Office Phone Support Complaint Resolution Customer Retention Customer Account Mgt Online Chat Support Empathy & Passion Communication Skills Problem Solving Skills Project Coordination Customer Engagement Team Player Customer satisfaction Multitasking PROFESSIONAL CERTIFICATION ● I.T.Support - Digital Witch Academy. November 2023. ● Professional Diploma in Customer Relationship Management - UDEMY December 2023. ● Best Practices in Customer Support - UDEMY. December 2023 ● Customer service & Relationship Management(CSRM)- Exford Global Consult Limited. April 2023.