Veronica Bassey

VERONICA BASSEY Nigeria|-| http://linkedin.com/in/veronica-bassey PROFESSIONAL SUMMARY Motivated Customer Support Specialist with over 4 years of experience and a proven track record in fostering positive customer relationships and handling high-priority requests through phone, live-chat and email. Skilled in IT support, troubleshooting, ticket creation and management, providing status updates, monitoring customer onboarding, customer relationship management, ensuring order completion while collaborating with other departments to streamline workflows. Demonstrates strong communication, problem-solving abilities, and a proactive mindset in identifying patterns and implementing improvements. SKILLS ● Excellent Communication Skills ● Customer Interaction & Support ● Customer Satisfaction & Onboarding ● Time Management ● Active Listening & Patience ● Problem-solving & Critical Thinking ● Proactive Mindset & Adaptability ● Multitasking & Initiative ● Customer Service Orientation ● Attention to Detail & Empathy ● Cross-Departmental Collaboration ● Customer Relationship Management ● Professional Telephone Manner ● Order Status Updates & Monitoring ● ● ● ● ● ● ● ● ● ● ● ● ● ● Microsoft Suite & Google Suite Dialpad & OpenPhone Salesforce & HubSpot Zoom, Slack & Skype LogMeIn & TeamViewer Freshdesk, Zendesk & Intercom Customer Issue Resolution Application Configuration Data Entry and Documentation Email Management System Navigation TechnicalTroubleshooting Process Implementation Workflow Management WORK EXPERIENCE CUSTOMER SUCCESS MANAGER La Nanz Beautie, British Columbia, Canada February. 2023- March.2024 ● Utilized effective customer support strategies to drive sales and close deals, contributing to a significant boost in revenue through tailored solutions and proactive follow-ups. ● Fostered positive customer relationships, resulting in a 20% increase in customer retention rates. ● Responded to high-priority customer inquiries via phone, email, and chat, improving customer satisfaction scores by 15%. ● Monitored and facilitated the customer onboarding process, ensuring smooth implementation and order completion. ● Collaborated with internal teams to address recurring issues, leading to process improvements and a reduction in customer complaints. ● Provided status updates on orders and ensured first-contact resolution through empathetic communication. CUSTOMER SUCCESS MANAGER Due Dons Nigeria Limited, Abuja, Nigeria March.2022- May.2023 ● Delivered effective solutions to customer inquiries, maintaining a high level of customer satisfaction. ● Analyzed customer feedback to identify patterns, leading to proactive changes that enhanced service efficiency. ● Managed high volumes of customer interactions, reducing response times by 20% while maintaining documentation accuracy. ● Facilitated order completion and collaborated with other departments to ensure customer needs were consistently met. CUSTOMER SUPPORT | ONBOARDING SPECIALIST IrokoTV Partners Limited, Lagos State, Nigeria September. 2019- January. 2021 ● Strengthened customer relationships by efficiently managing email inquiries, reducing backlogs, and improving satisfaction. ● Guided customers through system usage and monitored onboarding, enhancing overall engagement. ● Facilitated order completion and process implementations by coordinating with internal teams and customers. ● Analyzed data to identify trends and implemented improvements that streamlined case management and service delivery. EDUCATION Bachelor of Science (BSc.) in Economics Caleb University, Lagos, Nigeria CERTIFICATIONS AND TRAININGS ● Technical Support Fundamentals--COURSERA ● The Bits and Bytes of Computer Networking--COURSERA ● IT Support Skills--DIGITAL WITCH COMMUNITY -