Customer Service Support

MISS PRAISE PETER

Address: Plot *, Rd *, Alpha Garden Estate, Akpajo-Eleme, Rivers State, Nigeria.

Tel: +234**********, +234********** E-mail: **************@*****.*** PROFESSIONAL SUMMARY:

Offering solid foundation in communication and problem-solving skills, eager to learn and grow in customer support environment. Delivers ability to quickly understand and address customer needs while utilizing strong interpersonal skills and technical aptitude. Ready to use and develop communication and problem-solving skills in Customer Support role. EDUCATION:

• Rivers State University of Science and Technology

(B.Sc) Mechanical Engineering (second class upper). 2017- 2022 WORK EXPERIENCE:

Project: Gitechnology and Industry Limited June 2024-till date Position: Customer Support Agent (Remote)

• Enhanced customer satisfaction by promptly addressing and resolving support inquiries.

• Assisted customers through multiple channels including phone, email, live chat, and social media platforms for increased accessibility and convenience.

• Conducted thorough investigations into customer issues, providing detailed resolutions tailored to each unique situation.

• Participated in ongoing professional development to stay current with industry best practices, company policies, and product updates.

• Delivered timely updates on ongoing cases or new product releases to keep clients informed on progress towards resolution or enhancements available within the company's offerings.

• Met or exceeded performance metrics consistently by handling a high volume of calls without sacrificing quality service delivery.

• Provided personalized assistance for customers, resulting in a higher overall satisfaction rate.

• Assisted in streamlining internal processes by identifying areas of improvement and proposing actionable solutions that enhanced overall efficiency.

• Prepared comprehensive reports highlighting trends in support requests received over time, aiding in proactive issue identification and pre-emptive solution implementation.

• Maintained clear communication with customers during troubleshooting procedures, ensuring understanding and swift resolution of problems.

• Utilized CRM software for tracking customer interactions, allowing for improved follow-up on unresolved cases or escalating as needed for resolution.

• Documented customer interactions in computer system and assisted cross- functionally with billing and technical support to deliver high-quality customer service.

• Researched and identified solutions to technical problems. Project: Supasteel Limited Jan 2024-May 2024

Position: IT Support Officer Intern

• Streamlined IT processes for increased efficiency and reduced downtime.

• Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.

• Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.

• Employed remote support tools effectively for efficient troubleshooting of offsite issues.

• Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.

• Served as a reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.

• Offered troubleshooting of connectivity issues across networks such as Wi-Fi.

• Worked closely with software vendors to report and resolve any identified issues, ensuring that the technology environment remained stable and reliable for all users.

• Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.

• Installed, configured and maintained computer systems and network connections.

• Configured hardware, devices, and software to set up work stations for employees.

• Researched and identified solutions to technical problems. Project: HGS February 2023-November 2023

Position: Virtual Assistant and Customer Support Agent (Remote)

• Monitored emails, organized inbox, and prioritized messages.

• Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.

• Answered and screened calls to provide information, schedule appointments and take detailed messages.

• Facilitated smooth operations with proficient data entry and document management for various projects.

• Maintained a well-organized database system for improved information accessibility in daily operations.

• Managed high-stress situations calmly and professionally while maintaining excellent rapport with clients during difficult conversations or escalations. SKILLS:

• Complaint handling

• CRM software

• Customer service excellence

• Customer-centric attitude.

• Enjoys and excels at problem solving and assisting others.

• Ability to multi-task and prioritize.

• Highly organized and detail-oriented; strong organizational skills.

• Professional attitude.

• Self-motivated and able to work under pressure.

• Ability to learn and master new software applications.

• Ability to make sound decisions based on customer needs and product knowledge.

• Ability to diplomatically deal with angry/irate clients.

• Excellent organizational and time management skill.

• Ability to work independently and meet deadlines.

• Confidentiality, professionalism, and data protection. ADDITIONAL INFORMATION:

• Languages: English

• Typing Speed: 75 WPM with 100% accuracy.

• Availability: Immediately.

OTHER INFORMATION WILL BE PROVIDED ON DEMAND.

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