Tobenna Winston Onyiriuba

Tobenna Winston Onyiriuba Customer Support Supervisor • Abuja, Nigeria • (--• linkedin.com/in/tobenna-onyiriuba-b-/ An AWS certified Customer Support Supervisor with over 7 years of experience. Demonstrated expertise in orchestrating success across support and operational domains, employing data-driven strategies to accomplish organizational objectives. Skilled in team leadership, issue resolution, and process optimization. Known for meticulous attention to detail and driving customer satisfaction through effective communication and problem-solving. WORK EXPERIENCE EASTON CONSULTING TECHNOLOGIES, U.S [Remote] [THE FUNDED TRADER & SKILLED FUNDED TRADER] Customer Support Supervisor FEB 2023 - MAR 2024 I have gained knowledge of backend trading support systems acquired from positions at Skilled Funded Trader and The Funded Trader, guaranteeing a strong basis for assisting trading operations. Dedicated to mentoring associates, reducing turnover by 20%, and enhancing satisfaction by 50% with a team CSAT score of 92%. Addressed payment issues, initiated efficient processes, and developed data-driven strategies aligning with organizational goals. Managed workforce whilst providing technical support. - Oversaw two to five associates depending on the shift, collaborating with other supervisors, and provided comprehensive training and mentorship to new customer service representatives, resulting in a CSAT score above 90% for almost a year in the proprietary trading industry. - Utilized in-depth knowledge of trading principles including buying/selling prices, order types, margin, and leverage to effectively handle escalated and technical issues related to trading operations within the proprietary trading industry. This culminated in a notable 50% rise in customer satisfaction scores. - Delivered support by addressing and resolving queries and issues related to payments or card transactions promptly and efficiently, while initiating and executing new processes that enhanced response time to less than 40 seconds, managing a daily volume of over 200 chats a day. - Created, reviewed, and verified customer service documents and procedures (training documents, standard operating procedures), and leveraged experience with backend trading support systems to develop and implement data-driven strategies aimed at prioritizing organizational goals and enhancing operational efficiency amidst competing interests and objectives MONSTER PREP, U.K [Remote] Ecommerce Product Research Analyst JUL 2020 - DEC 2020 Optimized emails, drove conversions, and managed CRM, analyzing sales trends. Executed purchase orders, managed promotions, driving sales engagement. Identified opportunities, trends, fostering trust, and driving sustainable growth. Focused on customer onboarding. - Monitored eCommerce websites to ensure the proper functionality of links and pages. - Analyzed inventory clearance levels to optimize stock management. - Contributed to the conceptual development of all email communications with the team. - Assisted with the development of new email content and strategies aimed at increasing conversion rates. - Liaised with the brand CRM team for planning cross-functional efforts and managed quarterly CRM/email review meetings. - Executed and managed all steps of the purchase order process to ensure timely procurement. - Entered all markdowns and online promotions into the system to drive sales and customer engagement. - Analyzed sales trends and leveraged insights to identify product opportunities, trends, and offerings that positively impacted business results. AMANDA ONLINE STORE, Lagos, Nigeria Customer Support Specialist AUG 2017 - NOV 2019 Handled 90 calls daily, achieving an 95% CSAT score, decreasing cancellations by 5% . Trained employees, improved processes, resolved complaints, and ensured positive customer experiences. Provided assistance to customers, focused on customer facing interactions and building relationships of trust. - Handled 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services. - Trained two new employees in how to use Kayako, entering customer data and organizing customer interaction logs. - Received an average 85% customer satisfaction rating to date, 15% higher than company average. Suggested a new tactic to persuade cancelling customers to stay with the company, resulting in a 5% decrease in cancellations. TESTBIRDS, Germany [Remote] Tester JAN 2015 - FEB 2018 Verified software, tracked defects, collaborated cross-functionally. Stayed updated with industry best practices, ensuring optimal performance, facilitating smooth rollouts, and supporting ongoing development efforts. Demonstrated intuitive troubleshooting skills and provided guidance. - Executed test plans, test cases, and test scripts to verify software functionality and system performance. - Identified, documented, and tracked software defects, inconsistencies, and bugs, collaborating with development teams for resolution. - Collaborated with cross-functional teams, including developers, project managers, and business analysts, to gather requirements and understand project scope. - Monitored and analyzed software performance metrics to support optimal system performance. - Stayed up to date with industry best practices, technologies, and trends related to quality assurance and testing methodologies through continuous learning and training opportunities EDUCATION Bachelor of Science - BSc, Geology 2016 University of Lagos, Nigeria HARD SKILLS AWS Certification, Intercom, Slack, Zendesk, Zoho, Hubspot, Kayako, Jira, Wordpress, Click-up, Notion, Team Leadership, Issue Resolution, Process Optimization, Data-driven Strategies, Customer Service, Operations Management, Email Communication Development, CRM, Performance Monitoring, Continuous Learning, Metatrader Manager SOFT SKILLS Communication, Problem-solving, Leadership, Adaptability, Collaboration, Attention to detail, Time management, Customer focus, Training and mentoring, Analytical thinking, Initiative, Creativity, Empathy, Flexibility,Resilience CERTIFICATES AWS Certified Cloud Practitioner Amazon Web Services Training and Certification OCT 2023