Sesugh Agena

SESUGH AGENA-| www.linkedin.com/in/sesugh-agena PROFILE Mechanical Engineer with 10+ years in customer-facing automotive roles, handling 120+ service cases weekly and driving a 35% boost in customer retention through swift resolution and clear, value-focused communication. I combine technical acumen with strong client relationship skills to deliver seamless, high impact support experiences. CORE SKILLS • Customer Engagement: High-Volume Call Handling, Customer Relationship Management (CRM), Phone, Email & Chat Support, Conflict Resolution & Retention, Personalized Support. ​ • Technical Proficiency: Technical Support & Client Assistance, Vehicle Diagnostics & Service Coordination, Estimation & Billing, Accounts Receivable. • Software & Systems: Iziflow, HubSpot, Microsoft Office Packages, Spare Parts Catalogs, Digital Log Management, Google work space. • Operational Excellence: Cross-functional Coordination, Service Delivery Optimization, Complaint Handling, Aftersales Support, Time Management & Shift Flexibility, Detail-Oriented & Process Driven, Multitasking & Prioritization. • Interpersonal & Communication: Fluent in English (C2 Level), Developing Interpersonal Skills, Training & Mentorship, Remote Work Readiness. PROFESSIONAL EXPERIENCE Freelance Vehicle Repair Consultant | Remote 2018 – Present • Assist clients with sourcing and purchasing quality car parts, ensuring compatibility, cost effectiveness, and reliability. • Provide expert consultation to individuals seeking guidance on vehicle repair needs, offering technical advice and troubleshooting solutions. • Leverage in-depth mechanical engineering knowledge to assess complex vehicle issues and recommend effective repair strategies. • Build and maintain strong client relationships through clear communication and dependable technical support, leading to high satisfaction and repeat referrals. Suzuki Customer Service Advisor (Hybrid) | CFAO Mobility Nigeria Limited, Lagos June 2022 – Present • Helped increase monthly revenue by 200%+ through strategic service delivery and effective customer engagement. • Manage 25+ daily inbound service and parts sales requests using Iziflo and Incadea, streamlining workflows, optimizing technician capacity, and reducing customer wait times. • Use Iziflo to manage customer pipelines, follow-up tasks, and retention campaigns, significantly boosting customer retention by 35% through proactive service delivery and personalized relationship management. • Maintained exceptional customer satisfaction through tailored support and transparent, timely communication about vehicle status and service timelines, while proactively following up on outstanding payments to ensure timely revenue collection. • Use INCADEA to prepare and issue accurate service estimates, ensuring customers have clear visibility on costs, parts, and scope of work before job approval. • Leverage internal CRM to meticulously manage customer records, track complaints, and streamline service timelines. • Trained and mentored junior service advisors on best practices for handling complex client interactions and optimizing service delivery. Logistic and Customer Support Coordinator - FUSO Assembly Plant (Hybrid) | CFAO Mobility Nigeria Limited, Lagos Nov 2019 – June 2022 • Coordinated and supervised unloading of KD kits for assembly • Served as a critical internal liaison between assembly operations and service departments, ensuring clear communication and seamless information flow to resolve customer concerns. • Facilitated the smooth handover of vehicles from assembly to service and customer units, optimizing delivery timelines. • Maintained comprehensive service and repair records to support efficient post-sale issue resolution and customer history tracking. Workshop/Customer Support Coordinator - Grasuvia Motors | Jos March 2018 – October 2019 • Oversaw daily customer support operations for vehicle repair services, including efficient follow-ups and precise scheduling. • Handled complaint resolution with professionalism and empathy, maintaining excellent customer relationships even during challenging situations. • Improved customer wait time and issue resolution speed through efficient coordination of workshop resources and communication. • Utilized digital logs to track service history, ensuring continuity and enabling personalized service for returning clients. EDUCATION Bachelor of Engineering (Mechanical) | Ahmadu Bello University, Zaria 2015 CERTIFICATIONS & TRAINING • Developing Interpersonal Skills (IBM via Coursera) - 2023 • Suzuki Customer Experience & Communication Training - 2022 • Currently learning Cloud Computing TECHNICAL SETUP • High-Performance Workstation: Modern laptop (Intel i5, 8GB RAM, 256GB SSD HD) ensuring smooth operation of all necessary software. • Reliable Internet Connectivity: High-speed fixed internet connection for seamless communication and data transfer. • Uninterrupted Power Supply (UPS): Dedicated backup power system to ensure continuous operation during power fluctuations or outages. • Professional Audio Equipment: USB headset with advanced noise cancellation for clear, uninterrupted communication in a remote setting. • Dedicated Workspace: Quiet and professional home office environment conducive to focused work and client interactions.