Nkechinyere Ogbonnaya | Customer Support Specialist-| LinkedIn | - | FCT - Abuja, Nigeria
PROFESSIONAL SUMMARY
Enthusiastic Customer Support Specialist skilled in taming angry customers, and enhancing customer satisfaction, and retention.
Committed to delivering excellent customer service and continuously upskilling in a dynamic and fast-paced environment.
Proficient in CRM tools and support ticketing system, handling customer queries empathetically, and providing tailored services to meet individual customer’s needs.
Committed to applying these skills and experiences to enhance the success and growth of the organization.
SKILLS
Active Listening
Customer Retention
Customer Satisfaction
Proficiency in CRM Tools
Strategic Conflict Resolution
Empathy
Team collaboration
Relationship Building
Communication Skills
Customer Service
Follow-up Skills
Product Knowledge
Adaptability
WORK EXPERIENCE
Phoenix Virtual Tribe
Customer Support / Personal Assistant
May 2023 - July 2024
Acted as the first touchpoint for clients over the phone, managing orders, and channeling calls to appropriate quarters.
Provided exceptional customer service and successfully resolved 50+ customer inquiries via chat, email, and phone, achieving a 95% customer satisfaction rate.
Collaborated with cross-functional teams to ensure seamless communication and prompt conflict resolution, culminating in a 25% upgrade in customer satisfaction rate and a 20% enhancement in administrative efficiency.
Maintained a high level of professionalism in handling challenging situations, and assisted customers in making purchasing decisions by providing product information and recommendations.
Utilized CRM software to track customer interactions and maintain accurate records.
Automated administrative tasks using remote work tools and software, minimized heavy manual workload by 35%, and increased productiveness by 30%.
VOLUNTEER ACTIVITIES
SkilledUp Life
Customer support
September 2024 - Present
Provide exceptional customer service and resolve customer inquiries via chat, email, phone, and social media daily.
Actively manage customer accounts by updating their information and maintaining account records.
Boost customer satisfaction rate through effective troubleshooting, conflict resolution, and follow-up.
EDUCATION
B. A. Education (English) | Obafemi Awolowo University | Nigeria | 2011
CERTIFICATIONS
CertiProf | Remote Work Professional Certification | May 2024
Digital Witch IT Support Community | IT Support Certification | April 2024
Alison | Customer Service Skills | March 2024
ALX | AiCE Career Essential Program | April 2024
ALX | Virtual Assistant Course | December 2022
Alison | Microsoft Digital Literacy - Productivity Program | December 2019
