Otito Duaka

Duaka Otito Chinazo Customer support (email & live chat) About me Hi there! My name is Duaka Otito Chinazo, a passionate customer support specialist who believes that customers are the backbone of every business; without their support, companies will not thrive, and employees’ livelihoods are at risk. My four years of onsite experience have provided me with a deeper understnading of customer support dynamics and the evolving needs of customers. With me on your team, you can be sure that your customers will feel heard, valued, and supported every step of the way. Let’s turn great service into customer loyalty. Our customers are not just the heart of our business: they are the reason we strive to be better every day Otito Duaka MY PROJECTS Objective : To swiftly resolve a billing issue and restore the customer’s trust, ensuring long-term satisfaction Outcome : The customer was delighted with the quick resolution and personalized service, leading to improved satisfaction and a stronger brand loyalty Customer support tool used : Objective : T o provide the customer with clear international shipping options and cost. Outcome : The customer was satisfied with the detailed shipping options and pricing, leading to a completed purchase and a positive feedback about clarity and support provided Customer tool used : Objective : The objective was to assist the customer in initiating a refund,ensuring a smooth and efficient process. This involved verifying the eligibility for a refund, gathering necessary details from the customer and ensuring all required steps were followed in accordance with the company policies. Outcome : Successfully processed the refund request by following the due process, ensuring timely resolution and maintaining customer satisfaction Customer Support Tool Used : Objective : The objective is to resolve the customer’s issue regarding a shipment delayed for weeks by investigating the cause and providing a solution Outcome : Identified the root cause of the delay, coordinated with the appropriate team, and communicated an updated delivery timeline to the customer. The issue was resolved efficiently, ensuring the customer felt valued and informed Customer Support Tool Used : Objective : Created a receipt for a customer’s refund request received via phone, ensuring accurate documentation of the request. Outcome : Generated the refund receipt and documented the request, ensuring the customer’s issue was properly recorded for further action. Customer Support Tool Used : Objective : Scheduled and managed appointments efficiently using Google Calendar, ensuring all relevant details are accurately recorded. r5 Tool Used : Outcome : Successfully booked the appointments, added necessary information such as date, time, location, description, guests ,time zone and sent invites to relevant parties Google Calendar Objective : Built a guest reservation management system on Monday.com to streamline booking and improve team communication. Outcome : Efficiently implemented the system, enhancing booking efficiency by 30% and reducing manual errors. Project Management Tool Used : Customer’s Email To Customer Support Agent (Me) My Email Response to the Customer Responded to the customer’s complaint regarding a delayed order and offered resolution. Hard Skills Soft Skills Empathy Patience Positive Attitude Adaptability Active Listening Conflict Resolution Time Management Emotional Intelligence Customer Support Tools Email writing Appointment scheduling Data Entry Task Management Communication Problem solving Tools : Freshdesk, Zendesk, Intercom, Digital Witch Support Community Your paragraph text Work with me Contact :- Email :- Facebook link : https://www.facebook.com/share/17H2RJTWQi/