Prosper Ezuruike

I am a highly skilled and results-driven Customer Support and Product Analyst professional with over six years of experience across the telecommunications, fintech, and digital services industries. My expertise lies in customer service, technical support, product lifecycle management, and digital service optimization. I have a strong track record of streamlining operations, enhancing customer experience, and driving efficiency through workflow automation, process improvements, and data-driven decision-making.

In my current role as a Customer Support Representative at Oobit, I successfully reduced a massive ticket backlog by 96%, clearing 41,000 pending support tickets in just two weeks. By implementing proactive strategies, I improved First Response Time (FRT) efficiency by 85%, ensuring customer inquiries were acknowledged within minutes. Additionally, I achieved a 95%+ Customer Satisfaction (CSAT) score by delivering high-quality support through email, chat, and social media channels. My ability to handle a high volume of support requests—over 100 tickets daily—while maintaining minimal escalation rates and high retention speaks to my problem-solving capabilities and efficiency in customer interactions.

As an Executive IT Support Specialist at MTN Nigeria, I reinforced First Call Resolution (FCR), consistently achieving an average of 91% FCR by effectively diagnosing and troubleshooting technical issues during the first interaction. My technical expertise allowed me to resolve customer issues within an average of 5 minutes, significantly improving operational efficiency. I also contributed to the internal knowledge base by documenting at least two new solutions per month, ensuring a robust repository of information for future reference.

My tenure as a Product Analyst in Lifestyle & VAS at MTN Nigeria involved engaging with partners to review and develop digital service proposals, enhancing product requirement specifications, and coordinating with cross-functional teams to launch and manage digital products. I also conducted performance monitoring, user acceptance testing (UAT), and comparative industry benchmarking to optimize service delivery.

I am highly proficient in Zendesk, Gorgias, and other customer support tools, along with workflow automation platforms like Jira, Trello, and Asana. My ability to leverage data analytics and customer insights has enabled me to drive product innovation and continuous service improvement.

With strong communication skills, a customer-centric mindset, and a passion for efficiency, I am committed to delivering high-quality service, optimizing product performance, and ensuring exceptional customer experiences in every role I undertake.