Ogechukwu Ogugua Ofomata

CUSTOMER SUPPORT SPECIALIST Let’s face it, in today’s world, customers expect more than just fast replies. They want clarity, empathy, and real solutions. When they don’t get that, businesses lose trust, loyalty, and revenue. That’s where I come in. OGECHUKWU OFOMATA I’m a Customer Support Specialist with over 13 years of experience helping businesses deliver exceptional service that not only solves problems but builds lasting relationships. From banking halls to remote teams, I’ve consistently turned frustrated customers into loyal advocates all through clear communication, proactive problem-solving, and a calm, professional approach. SERVICES I OFFER AS A CUSTOMER SUPPORT SPECIALIST Customer Communication Problem Resolution -Responding to customer inquiries via email, chat, phone, or social media. -Handling complaints with empathy and professionalism. -Providing real-time support and troubleshooting. -Taking full ownership of customer issues from start to resolution. –Collaborating with internal teams to resolve complex issues. -Following up to ensure complete customer satisfaction. Support Reporting & Insights -Tracking and analyzing customer support trends. -Creating daily/weekly reports on common issues or feedback. -Recommending process improvements based on data. CRM & Helpdesk Management Customer Experience & Retention Collaboration & Escalation Management -Managing tickets using platforms like Zendesk, Freshdesk, HubSpot, or Intercom. -Maintaining customer records and communication logs. -Prioritizing and categorizing requests for efficiency. -Ensuring a smooth and consistent customer journey. -Proactively checking in with customers to prevent churn. -Building loyalty through exceptional service. -Acting as a bridge between the customer and technical or product teams. -Managing escalations with professionalism and urgency. TOOLS AND TECHNOLOGY CATEGORY DESCRIPTION TOOLS Customer Support & Ticketing Systems Platforms to manage customer inquiries, tickets, and real-time chat. Zendesk, Freshdesk, Intercom, Zoho Desk Communication & Collaboration Tools for internal communication, team coordination, and virtual meetings. Slack, Zoom, Google Meet, Microsoft Teams Knowledge Base & Self-Service Systems to create and maintain internal documentation and self-help guides. Notion, Loom CRM & Customer Management Tools to manage customer data, history, and support personalization. HubSpot CRM, Salesforce Productivity & Workflow Tools Platforms to manage tasks, organize support processes, and enhance focus. Trello, Asana, ClickUp, Google Workspace (Docs, Sheets, Gmail) UTILIZED CRM TOOLS TO NAVIGATE AND EXECUTE EMAIL MARKETING CAMPAIGNS. TARGETED CAMPAIGN USING CRM TOOLS TO ENHANCE CLIENT ENGAGEMENT. EXPORTED, CLEANED, AND ORGANIZED DATA TO SUPPORT EFFICIENT DECISION-MAKING AND STREAMLINED WORKFLOWS. SCHEDULED AND COORDINATED CLIENT APPOINTMENTS TO ENSURE SMOOTH AND TIMELY COMMUNICATIONS. 7 CRM TICKET RESPONSE CREATING TAGS TO DIFFERENT CATEGORIES LET’S CONNECT If you're looking for a reliable, detail-oriented Customer Support Specialist who puts your customers first and helps your business run smoothly, I’m here to help. With a proven track record of handling support tickets, live chat, email inquiries, and CRM tools efficiently, I focus on delivering fast, friendly, and effective solutions that reflect your brand's values. Let’s connect to discuss how I can support your team and elevate your customer experience.