Samuel Olorunfemi

SAMUEL OLORUNFEMI Customer Support Representative | Zendesk | Technical Support PROFESSIONAL SUMMARY Detail-oriented Customer Support Representative with over 4 years of experience handling customer inquiries, resolving issues, and delivering exceptional customer service across phone, email, chat, and social media channels. Experienced in using customer support platforms such as Zendesk to manage and track customer interactions, ensuring timely resolution and high customer satisfaction. Strong problem-solving skills, excellent communication abilities, and a proven track record of meeting performance metrics in fast-paced environments. CORE SKILLS Customer Support | Zendesk | Customer Service Software | Phone Support | Email Support Chat Support | Social Media Support | Customer Satisfaction | Issue Resolution Troubleshooting | Problem Solving | Critical Thinking | Communication Skills | CRM Tools Microsoft Office Suite | Data Documentation | Team Collaboration | Time Management Multi-tasking | Performance Metrics | Customer Relationship Management | | | | WORK EXPERIENCE Customer Support Specialist ​ ​ ​ Anchor Structure | Nov 2023 – Present (Remote) ●​ Respond to customer inquiries via phone, email, chat, and digital channels in a timely and professional manner. ●​ Use customer support tools such as Zendesk and CRM systems to manage and track customer interactions effectively. ●​ Resolve customer complaints and issues by providing accurate information, troubleshooting problems, and offering appropriate solutions. ●​ Maintain a high level of product knowledge to assist customers with questions and concerns. ●​ Collaborate with cross-functional teams to ensure efficient resolution of customer issues. ●​ Document customer interactions, updates, and resolutions accurately for future reference. ●​ Follow company policies and procedures in all customer interactions. ●​ Identify areas for improvement in the support process to enhance customer satisfaction. ●​ Meet and exceed individual and team performance metrics in a fast-paced environment. ●​ Handle multiple customer requests simultaneously while maintaining service quality. Data Entry & Business Support Agent Digital Library | Jul 2021 – Nov 2023 (Remote) ●​ Handled customer inquiries and provided support across multiple communication channels. ●​ Assisted in resolving customer issues by providing clear and accurate information. ●​ Maintained detailed records of customer interactions and system updates. ●​ Used Microsoft Office Suite and other computer applications to manage data and support operations. ●​ Collaborated with team members to achieve service goals and improve workflow efficiency. ●​ Demonstrated strong adaptability in a fast-paced work environment. KEY ACHIEVEMENTS ●​ Consistently delivered high levels of customer satisfaction through effective issue resolution. ●​ Successfully managed high volumes of customer inquiries while maintaining quality service. ●​ Recognized for strong problem-solving skills and ability to resolve issues quickly. ADDITIONAL INFORMATION ●​ Strong commitment to providing outstanding customer service and building positive customer relationships ●​ Ability to adapt to changing priorities and handle multiple tasks efficiently ●​ Proven ability to work collaboratively in a team environment to achieve common goals EDUCATION B.Sc Accounting: Federal University, Oye Ekiti, Nigeria. CERTIFICATIONS ●​ Customer Support & IT Certifications ●​ CRM Software Proficiency Certification