Nwagwu Oluomachi Trust

TRUST NWAGWU CUSTOMER SUPPORT REPRESENTATIVE Lagos, Nigeria |-| - PROFESSIONAL SUMMARY Experienced Customer Support Professional passionate about creating positive customer experiences across email, live chat, and phone. Skilled in handling inquiries with clarity, empathy, and efficiency, ensuring every customer feels supported and valued. Adept at using top CRM tools like Zendesk, HubSpot, Freshdesk, and Intercom to manage conversations, organize workflows, and respond promptly. Known for clear communication, a solution-focused mindset, and a genuine drive to keep customers happy and loyal. Excel in remote, fast-paced environments, and find fulfillment in turning challenges into opportunities to build trust and boost satisfaction. CORE SKILLS ● CRM Tools – Zendesk, HubSpot, Freshdesk, Intercom ● Sales-Driven Customer Support ● Sales & Revenue Growth – Customer Upselling, Cross-Selling, Loyalty Programs ● CRM Management & Optimisation – Workflow Automation, Ticketing, Lead Nurturing ● Customer Inquiry Handling & Issue Resolution – Email, Live Chat, Phone Support ● Data-Driven Customer Insights – Google Sheets and Forms, Surveys, Microsoft Excel ● Process Improvement & Efficiency Optimisation – Trello, Asana, Monday.com ● Team Collaboration & Stakeholder Management ● Customer Engagement & Retention Strategies ● Remote Communication: Zoom, Slack, Microsoft Teams and Google Meet PROFESSIONAL EXPERIENCE Customer Success Manager Afrilinq Technologies | Lagos, Nigeria (Remote) | Dec 2024 - Till date ● Handling inbound and outbound calls via PressOne. ● Managed and optimized client communication via email, including filtering, prioritizing, and promptly responding to inquiries on the software product. ● Monitored and analyzed customer feedback, collaborating with internal teams to enhance service efficiency and address recurring challenges. ● Assisted with marketing strategy development to increase public awareness and customer engagement. ● Providing excellent customer service and resolving customer issues. ● Assisted new customers with on-boarding, training and support. Virtual Assistant – Customer Support Laydee Lara Empire | Lagos Nigeria (Remote) | Jan 2022- Nov 2024 ● Managed executive email inboxes using automation tools, reducing response times by 30% and enhancing communication efficiency. ● Coordinated meetings, appointments, and travel via Google Workspace and Calendly, minimizing scheduling conflicts by 20%. ● Provided customer support through WhatsApp, leading to a 50% reduction in response times and boosting client satisfaction. ● Implemented systems that improved communication response times, resulting in a 12% increase in customer retention. ● Analysed customer data to enhance sales strategies, contributing to a 30% improvement in customer satisfaction. ● Developed email response strategies, boosting engagement and conversions by 12%, supporting retention and revenue growth. ● Managed calendars, organized appointments, and scheduled meetings using tools like Google Meet and Zoom. ● Organized and categorised emails by setting up folders and labels, streamlining communication processes. Credit Management Specialist | Grooming Microfinance Bank Apr 2021 – Dec 2023 ● Managed and monitored a portfolio of accounts to ensure timely payment of outstanding balances. ● Provided comprehensive customer support related to loan products, including detailed explanations of repayment schedules and resolution of account discrepancies. ● Communicating effectively with clients via phone, email and written correspondence to resolve payment issues professionally. ● Managed loan recovery processes with a focus on both effective debt resolution and maintaining positive customer relations. ● Assisted in administrative tasks, including data entry, documentation and email correspondence. ● Facilitated clear understanding of loan agreements and proactively assisted customers in developing sustainable repayment solutions, minimizing delinquency. PROFESSIONAL DEVELOPMENT Digital Witch IT Academy- 2024   IT Support Technical Support EDUCATION Bachelor of Science – Food Science & Technology Enugu State University of Science and Technology, Enugu State. TECHNICAL SKILLS ● Executive & Administrative Support: Google Workspace (Docs, Sheets, Slides), Microsoft Office Suite (Excel, Word, PowerPoint) ● Project Management Tools: Trello, Asana, Monday.com ● Scheduling & Calendar Management: Google Calendar, Microsoft Outlook