Nkemjika Akagbusim

NKEMJIKA AKAGBUSIM --LinkedIn:https://www.linkedin.com/in/nkemjika-akagbusim SUMMARY Dedicated and results-oriented Customer Support Representative with a solid foundation in IT support. Proven track record of delivering exceptional service to customers by leveraging a combination of technical expertise and outstanding communication skills. Adept at resolving customer issues, providing product guidance, and offering basic IT support to ensure a positive customer experience. Possesses a strong commitment to customer satisfaction, coupled with the ability to adapt to dynamic work environments. KEY SKILL ● Excellent Communication Skills ● Empathy and Patience ● Problem Solving ● Product Knowledge ● Time Management ● CRM Software Proficiency ● Upselling and Cross-Selling ● Conflict Resolution ● Technical Aptitude ● Project Management WORK EXPERIENCE Event and Production Manager Dec 2021 - Present Event design studio– Lagos, Nigeria ● ● ● ● ● Managing the entire event production process,including planning,budgeting,scheduling and execution. Working closely with clients to understand their needs and develop event strategies that align with their goals. Identifying potential risk associated with the event,developing contingency plans and mitigate risks as they arise. Managing a team of event coordinators, volunteers and staff,assigning tasks and responsibilities, providing training and managing team performance. Conducting a post event evaluation to access the success of the event and identify areas of improvement. Customer Support Representative February 2020 - November 2021 Sucre wears Ltd– Lagos, Nigeria ● ● ● ● ● ● Handled high volume of inbound customer inquiries via phone, email, and chat in a timely and professional manner. Provide information, troubleshoot issues, and offer solutions to meet customer needs and expectations. Delivered exceptional customer service by prioritizing all customer’s concerns, developing and employing workarounds to solve problems expeditiously. Recommended solutions to complex situations through research and critical thinking to reduce escalation. Evaluated customers issues and caller trends to determine areas in need of improvement and implement proactive corrections. Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions. Maintained a high success rate on first call resolutions, to reduce escalations and back and forth.. ● Maintained strong company product and service knowledge to best assist customers with concerns, questions and general education. .IT Support January 2019 - January 2020 Goldbay group – Lagos, Nigeria ● Provided frontline technical support to end-users, addressing hardware and software issues promptly and effectively. Assist users with troubleshooting, resolving connectivity problems, and ensuring seamless access to IT resources. ● Managed incoming support requests through the help desk system, prioritizing and categorizing issues to facilitate timely resolution. Maintain accurate records of support tickets and their resolutions. ● Installed, configured, and updated software applications on end-user devices. Ensure compatibility and compliance with organizational policies. Guide users through application setup and usage. ● Conducted routine maintenance and upgrades of desktops, laptops, and peripherals. Diagnose hardware problems and coordinate repairs or replacements as needed. ● Collaborated with vendors for warranty support. ● Assisted in troubleshooting network connectivity issues, both wired and wireless. Collaborate with network administrators to resolve more complex networking problems. Virtual / Administrative assistant January 2020 - March 2021 Knarf Gadgets – Lagos, Nigeria ● Coordinated travel arrangements by booking airfare,hotel and ground transportation. ● Email Management. ●Calendar management. Sales Representative March 2018 - December 2018 Sparkles Beauty home – Port harcourt, Nigeria ● Grew sales and boosted profits, by applying proactive management strategies and enhancing sales training. ● Created effective strategies to target new markets after researching and analyzing competitors behavior. ● Maintained strong relationships with customers, ensured customer satisfaction, addressed any concerns they may have and upselling and cross-selling additional products or services. ● Negotiated and closed deals with potential customers, overcoming objections and concerns. EDUCATION Nnamdi Azikiwe University, Awka - Anambra, Nigeria December 2013 -July 2017 Enabling 100+ school children to successfully overcome challenges faced in academic excellence through an intensive academic excellence program. VOLUNTEER ACTIVITIES Academic Excellence in school children (AESC) - Anambra, Nigeria March 2014 -July 2017 Enabling 100+ school children to successfully overcome challenges faced in academic excellence through an intensive academic excellence program. Gender Vanguard - Calabar, Nigeria May 2019 - June 2020 Actively coordinated with a team of 50 members to raise awareness and drive equality in school children against inequality. INTERESTS Maintaining & building customers, Academic Excellence,Inter-personal growth,Societal growth, LANGUAGES English-Native. Spanish-Beginner