Wisdom Ogidi

WISDOM OGIDI CUSTOMER SERVICE REPRESENTATIVE | CUSTOMER SERVICE LEAD Lagos, Nigeria. PROFESSIONAL SUMMARY A tenacious, eloquent, and results-driven Customer Service and Experience professional with over 5 years of experience driving team performance, service quality, and process improvement. Proven success in designing and facilitating training programs that boost productivity, engagement, and customer satisfaction. Skilled in root cause analysis, workflow optimization, and cross-departmental collaboration to deliver measurable results. Experienced in mentoring and coaching team members to consistently achieve KPIs. Adept at knowledge management, escalation handling, and data-driven decision-making. Recognized for delivering rapid, high-quality support while fostering a culture of continuous learning and excellence. SKILLS • Interpersonal Skills • Analytical Thinking • Problem-Solving Skills • Sales & Lead Generation • Stakeholder Management • Data Entry & Data Protection • Presentation & Report Writing • Intense Focus & Attention to Detail • Content Creation • Customer Service • Time Management • Telephone Etiquette • Brand Management • Project Management • Training Facilitation • Inventory Management • Social Media Management • Cross-Functional Collaboration • Client Relationship Management • Project planning & Task Management • Performance Optimization & KPI tracking • Team Collaboration & Conflict Resolution • Event Coordination & Presentation Delivery • Root Cause Analysis & process improvement TOOLS: CRM | CSM | Google Workspace | Dropbox | Zoom | Skype | Slack | Zendesk | Microsoft Office Suite | Meta WORK HISTORY Trainer, Learning & Development (CX Team) July 2024 – Present HUGO TECHNOLOGIES LTD • Facilitated team workshops to enhance communication and knowledge sharing. • Identified gaps in onboarding materials and created updated resources for faster role readiness. • Coordinated cross-departmental initiatives to ensure consistent performance evaluation standards. • Provided one-on-one mentoring to support professional growth and skill development among staff. • Developed and implemented quizzes and interactive learning tools, raising training engagement rates by 25%. • Conducted in-depth Root Cause Analyses, reducing workflow inefficiencies and cutting resolution time by 15%. • Introduced streamlined collaboration methods for performance reviews, improving feedback turnaround by 40%. • Coached 8 underperforming team members, enabling 90% of them to meet or exceed KPI targets within 3 months. • Designed and delivered training programs that increased agent productivity by 18% and boosted customer satisfaction scores by 12%. Customer Support Representative August 2020 – June 2024 HUGO TECHNOLOGIES LTD • Responded to all inquiries within 3 minutes. • Developed team guidelines for handling escalations, improving consistency in responses. • Monitored support metrics to identify trends and address potential service gaps proactively. • Created and published 50+ knowledge base articles, reducing average resolution time by 20%. • Partnered with cross-functional teams to streamline processes and enhance customer experience. • Handled urgent client requests with professionalism, ensuring swift resolution and customer retention. • Resolved high-priority customer issues with a 98% first-contact resolution rate, minimizing escalations. • Trained over 30 new hires on internal tools and best practices, accelerating their time to full productivity. • Maintained a 95%+ Customer Satisfaction Score consistently for over two years, ensuring high service quality. • Collaborated with product teams to relay customer feedback, contributing to a 15% reduction in recurring issues. • Organized and managed team meetings to discuss process improvement, organizational goals, and how best to achieve them. EDUCATION University of Lagos M.A. English Literature November 2018 Covenant University B.A. English Language and Literary Studies June 2015 CERTIFICATIONS • Building Rapport with Customers (LinkedIn Learning) May 2022 • Customer Service: Handling Abusive Customers (LinkedIn Learning) May 2022 • Customer Service: Problem Solving and Troubleshooting (LinkedIn Learning) May 2022 • Customer Service Foundations (LinkedIn Learning) May 2022 • Build Your Skills in Customer Service (Learning Path) (LinkedIn Learning) May 2022 • De-Escalating Conversations for Customer Service (LinkedIn Learning) May 2022 • Designing the Organisation (Coursera) (University of Illinois Urbana-Champaign) February 2024 • Leading Teams: Building Effective Team Cultures (Coursera) (University of Illinois Urbana-Champaign) December 2023 • Leading Teams: Developing as a Leader (Coursera) (University of Illinois Urbana-Champaign) November 2023 INTERESTS I enjoy reading, going on adventures, meeting new people, listening to music, and helping customers make the best decisions. REFEREES Available on request