Stanley Somuadina

NNAKWE Somuadina Stanley (--Surulere, Lagos, Nigeria PROFILE Customer Service Specialist with 2+ years of experience providing outstanding support across phone, chat, and email channels. Proficient in Zendesk, CRM platforms, and Google Workspace, with a strong ability to troubleshoot and resolve complex customer issues with empathy and efficiency. Adept in consistently exceeding performance targets and maintaining high customer satisfaction in fast-paced, high-volume environments. SKILLS Hard Skills: CRM systems, live chat and email support, conflict resolution, order processing, ticketing tools (Zendesk, Freshdesk), data entry, phone etiquette, technical troubleshooting, documentation, SLA adherence, spreadsheet management, workflow tools (Slack, Trello), help desk operations, complaint handling, automation basics. Soft Skills: Empathy & emotional Intelligence, conflict resolution & mediation, effective time management, customer retention strategies, professional verbal & written communication, team collaboration & leadership, follow-ups & accountability, client relationship building, patience & active listening. Tools: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Customer Relationship Management Software (Salesforce, Zoho CRM), Email Management Platforms (Outlook, Gmail), Windows, Zendesk. WORK EXPERIENCE Remote Customer Experience/Support, Payloop Systems. January 2024 - Present • Provide timely support to individuals and business user via live chat, email and in-app messaging on issues related to payment transaction delays, and account access. • Use Hubspot CRM to track user interaction, monitor ticket status, and ensure all queries are resolved within 24 hours. • Collaborate with the engineering and compliance teams to escalate and resolve issues involving KYC verification and payment failures. • Monitor support trends and submit weekly reports to help the product team identify bugs and usability issues. Fintech Customer Support, Novapay Microfinance October 2022 – December 2023 • Managed a portfolio of 120+ SME clients and guided them through onboarding, account setup, and guided them through onboarding, account setup and the usage of the platform. • Provided personalised account support and maintained weekly check-ins to ensure client satisfaction and minimise churn. • Used Zoho CRM to track client engagement, monitor loan lifecycle stages and flag accounts at risk of default. • Led quarterly satisfaction surveys and implemented changes that contributed to a 15% increase in client retention. • Coordinated with internal teams to advocate for client needs and the timely resolution of requests. E-Commerce Support, Konga Logistics. May 2022 – September 2022 • Handled delivery-related complaints and order inquiries from customers via live chat and social media, achieving a 98% issue resolution rate. • Assisted in re-routing delayed or lost parcels by coordinating with dispatch teams and third-party couriers. • Logged feedback trends using Excel and contributed to workflow updates that reduced repeat issues by 22%. • Trained two junior support staff in customer service protocols and tone consistency for public-facing responses. • Resolved escalated complaints with professionalism and contributed to improved brand reputation during peak sales months. EDUCATION & CERTIFICATIONS Virtual Assistant Course, ALX. BSc., Cooperative Economics & Management, Nnamdi Azikiwe University, Anambra State. Language Proficiency: English B1 Nnakwe, Somuadina Stanley In-View 2019