Customer Service Support Specialist
Resume:
MD
MD
Nigeria
NIKE MOMOH
Summary
Experienced Customer Service Professional with over 6 years of experience and readiness to take on any team need or customer challenge. Positive and upbeat communicator with highly organized nature. An enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Strong analytical & quantitative skills; with proven track/success record in customer satisfaction.
Experience
Customer Support Specialist
Alfa IT Solutions LLC
Assisted customers with product inquiries, technical support and other customer service related issues.
Updated the company's online help center with FAQs, tutorials, videos. Developed detailed reports on customer feedback data. Handled a high volume of incoming calls and emails from customers, ensuring prompt and accurate responses
Educated customers about the IT services, helping them make informed decisions Conducted follow-up calls to gather feedback, address concerns, and ensure customer satisfaction Analyzed reports, call monitoring, surveys and vendor relations to refine and maintain workflows and procedures
Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities
Participated in weekly team meetings to discuss progress, challenges and strategies for improvement. Generated monthly performance metrics reports for management review. Recorded all customer interactions into the database system accurately and completely. Customer Service Representative
Verizon Wireless
Resolved technical incidents and problems affecting customer service availability, escalating issues when necessary
Maintained a continuous improvement mindset, focusing on the efficiency of support processes, customer satisfaction, and the application of monitoring and optimization tools Offered high-level resolution support to various customer types, tailoring troubleshooting to their specific needs
Prioritized solution-oriented and proactive customer service, aiming for first-call resolution to reduce repeat calls and unnecessary transfers
Utilized strong communication and negotiation skills to promote Verizon solutions, enhancing the customer experience and boosting company revenue
Maintained an in-depth understanding of product offerings and network capabilities, positioning them as strategic solutions for businesses
Provided recommendations for problem resolution based on thorough research and incident analysis Collaborated with the account team and cross-functional teams to meet customer needs effectively Achieved individual and team performance goals related to customer satisfaction, customer retention, and profitable company growth.
Customer Complaints Agent
Contact Solution Services Ltd
Assisted banking customers with complaints such as dispute resolution, ATM Reversals and balance Hyattsville, MD 20785 202-***-**** ***********@*****.*** Expected in 05/2025
Phoenix, AZ.
discrepancies
Provided efficient and responsive service to customers by maintaining the maximum level of productivity as measured by established metrics
Maintained an advanced knowledge of Bank product lines, policies and support services Ensured compliance with Bank policies by maintaining a minimum risk exposure and loss of revenue for the Bank
Demonstrated commitment to the customer experience by taking ownership of the customer request and following proper procedures to provide the appropriate resolution Exhibited professional phone skills at all times, even in stressful interactions Knowledge and Additional Skill Area;
Proficient in Windows and Mac operating systems, as well as Microsoft Word and Excel A resourceful and self-motivated individual
Demonstrated ability to operate effectively in a dynamic environment with multiple concurrent demands Possesses excellent time management and leadership skills Strong analytical and problem-solving capabilities Able to collaborate within a team to achieve both individual and organizational goals. Skills
Excellent time management and leadership
skills.
Strong commitment to customer service.
Ability to function in an environment with
multiple simultaneous demands
Experienced in computer software and
hardware maintenance.
Experienced in MS Word, Excel, PowerPoint,
Outlook.
Experienced in Web Conferencing Platforms.
Knowledgeable in Windows and Mac OS.
Ability to communicate technical information to
nontechnical audiences.
Excellent human resources practice.
Impeccable data management mastery.
Proficiency in Adobe Suite.
Proficiency in Typing.
Paperwork Processing.
Report Generation.
Product Knowledge.
Critical Thinker
Education and Training
B.S: Applied Management
Grand Canyon University
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