Success Ajoguntan

SUCCESS CHIDIEBERE AJOGUNTAN Ikeja-Lagos, Nigeria CAREER SUMMARY ​ A resourceful and empathetic Customer Service Representative with 4+ years of experience delivering outstanding non-voice and voice support via chat, email, and phone. Skilled in using industry-standard CRM tools such as Freshdesk, Zendesk, Intercom, and HubSpot to manage inquiries, resolve issues, and enhance customer satisfaction. Experienced in adhering to SLAs to ensure prompt and accurate responses while maintaining a calm, professional tone across all communications. Proficient at troubleshooting, following SOPs, and navigating high-ticket volumes in fast-paced virtual environments. Reliable, tech-savvy, and passionate about exceeding customer expectations with every interaction. SKILLS ​ ●​ Customer Support Tools: Zendesk, Freshdesk, Intercom, HubSpot, etc. ●​ CRM Data Management ●​ Email & Chat Support ●​ Empathetic Communication ●​ Issue Resolution ●​ Complaint Handling ●​ Customer Retention Strategies ●​ SOP Compliance ●​ Response Time Optimization ●​ Workflow Automation ●​ Google Workspace & Microsoft Office Suite ●​ Online Research ●​ Knowledge Base Navigation ●​ Ticket Management & Escalation WORK EXPERIENCE ​ 06/2024 to Virtual Assistant Date Freelance ●​Used Freshdesk’s integration with Facebook to centralize chat support and reduce response time by 40%. ●​Handled customer inquiries on Facebook through a personalized response to customers in the comment sections on client pages, leading to a 25% increase in engagement and a 30% boost in product purchases. ●​Implemented workflow automation to reduce ticket handling time and improve team efficiency. 01/2020 to Customer Care Representative 05/2024 SK Ventures ●​Handled client communications and inquiries with professionalism and empathy, contributing to a 30% increase in client retention. ●​Created FAQs to handle repetitive questions, decreasing handling time by 50%. ●​Maintained accurate customer records and ensured seamless appointment scheduling. ●​Provided timely and professional email support, adhering to SLAs and improving resolution speed by 35%. ●​Provided email and live chat support using Intercom, resolving 100+ customer queries with 95% satisfaction. EDUCATION ​ ●​ MSc. In Public Health Parasitology - Nnamdi Azikiwe University – Anambra, Nigeria 2016 ●​ BSc. In Parasitology & Entomology - Nnamdi Azikiwe University – Anambra, Nigeria 2005 TRAININGS AND CERTIFICATIONS ​ ●​ ●​ ●​ ●​ Virtual Assistant - ALX Africa 2024 Data Entry - Accounting hub Academy 2023 Customer Service: Handling Abusive Customers – LinkedIn Learning, 2022 Data Analytics - ALX Africa