Obakpororo Eruvwu | Freelancer Resume

Full Legal Name: Eruvwu Stephnie Obakpororo Mobile Number: - Email Address:- LinkedIn Profile: linkedin.com/in/eruvwu Portfolio: tinyurl.com/Eruvw Location: Port Harcourt, Nigeria Career Summary Results-driven customer service professional with over three years of experience delivering exceptional client support and achieving measurable improvements in customer satisfaction and retention. Proficient in utilizing industry-standard tools such as HubSpot, Zendesk, and Intercom to streamline communication, optimize workflows, and resolve issues efficiently. Known for fostering positive client relationships, proactive problem-solving, and collaborative teamwork. Seeking to leverage my skills and experience to contribute to organizational growth within a dynamic international team. Core Competencies Technical Skills: ● Customer Support Tools: HubSpot, Zendesk, Intercom, Freshdesk ● Productivity Tools: Microsoft Office Suite, Trello, ClickUp, Slack, MailChimp Transferable Skills: ● Active Listening ● Empathy and Adaptability ● Conflict Resolution and Problem-Solving ● Team Collaboration ● Time Management and Attention to Detail Professional Experience Customer Support Specialist | D&G Global Enterprises, Remote | March 2024 – February 2025 ● Resolved over 500 customer inquiries monthly, achieving a 95% resolution rate and enhancing satisfaction by 15%. ● Reduced average resolution time by 20% through process optimization and effective prioritization. ● Collaborated with cross-functional teams to resolve escalated issues promptly, maintaining service excellence. ● Introduced a customer feedback system, improving response times and increasing customer retention. Customer Service Representative | Lemonde Support Group, Remote | January 2023 – February 2024 ● Managed interactions with 200+ customers weekly via email, phone, and live chat, ensuring a 95% first-response resolution rate. ● Contributed to a 30% boost in repeat business by delivering personalized support and building strong customer relationships. ● Supported the development of a knowledge base, reducing inquiry resolution time by 15%. ● Handled escalations and resolved complex issues, earning positive feedback from clients and stakeholders. Email Support Specialist | JOFAG Enterprise, Remote | April 2022 – December 2022 ● Responded to over 100 customer emails daily, achieving a 24-hour response rate and enhancing communication efficiency. ● Standardized email templates, reducing response times for common inquiries by 30%. ● Collaborated with technical teams to resolve email-related issues, maintaining a 95% resolution rate. ● Maintained a 100% accuracy rate in all email communications. Education Higher National Diploma in Business Administration and Management Delta State Polytechnic Otefe, Nigeria | 2018 Professional Certifications & Training ● Certified in Customer Success Strategies and Best Practices ● Digital IT Support Certification Key Achievements ● Increased customer retention by 15% through proactive issue resolution and consistent follow-ups. ● Reduced average resolution times by 20%, contributing to improved operational efficiency. ● Maintained a 95% resolution rate across all roles, with a 100% accuracy in documentation and responses. Projects & Portfolio Customer Success Strategies Implementation – Customer Support Lead ● Designed and implemented a customer feedback system for D&G Global Enterprises. ● Resulted in a 15% increase in customer retention. Technologies Used: HubSpot, Zendesk Language Proficiency ● English: Fluent Awards & Recognition ● "Top Performer of the Month" at D&G Global Enterprises for achieving the highest customer satisfaction scores. References available upon request. .