Customer Support Representative

GRACE AMEH

Address: Carrer Del Turia *, n*-*, ***38, Barcelona, Spain. Mobile Phone: +34 64372

7012. Email: ***********@*****.***. LinkedIn Profile: https://www.linkedin.com/in/grace-odachiameh-67603034/ Professional Summary

Customer Support Executive with over three years of experience in resolving customer and technical issues using CRM tools like Zendesk and Front. Skilled in handling high volumes of support tickets, optimizing workflows, and collaborating with cross-functional teams to enhance user satisfaction. Proven ability to manage claims, support teams, and implement process improvements.

Skills

• CRM Systems (Zendesk, Front)

• Customer and Technical Support

• Claims Handling and Processing

• Customer Satisfaction Improvement

• Team Leadership and Training

• Workflow Optimization

• Problem Solving and Issue Resolution

• Process Improvement

• Microsoft Office Suite (Word, Excel, Outlook)

Work Experience Product Support Representative (Volunteer) YouVersion (Remote)

October 2023 – Present

• Provide real-time support to users of the YouVersion Bible app, troubleshooting technical issues across iOS, Android, and Web platforms.

• Handle over 100 support tickets weekly via Zendesk, addressing account issues and app malfunctions.

• Collaborate with product teams to report bugs and enhance user experience, while contributing to a growing knowledge base for user self-service.

• Develop and maintain knowledge base articles, resulting in a 20% reduction in repeat support inquiries.

• Assist with testing new app features and provide feedback to improve user experience(Beta Tester).

• Ensure timely follow-ups on unresolved issues, reducing overall resolution time by 15%.

• Conduct app usage trend analysis to identify common user issues and improve support efficiency.

Customer Support Representative

Retail E-Commerce Ventures, LLC (Remote)

September 2022 – November 2022

• Managed over 85 daily customer inquiries using Zendesk, ensuring accurate documentation and timely issue resolution.

• Reduced support ticket backlog by 70% through workflow optimizations and process improvements.

• Provided data-driven insights to management using team performance KPIs, resulting in a 10% performance boost.

• Daily created discounts for every day Big Spender Customers.

• Maintained knowledge of refund guidelines, and payment policies, providing reliable customer advice.

• Processed new customer orders, coordinated related documentation, and adjusted account balances.

• Recommended merchandise based on exact customer needs, improving sales conversion rates.

Digital Marketing Intern

Global Commerce Media, LLC (Remote)

August 2022 – October 2022

• Curated 100+ social media posts that increased audience engagement by 30%.

• Conducted market analysis to identify key customer segments, driving a 20% increase in targeted marketing effectiveness.

• Curated appropriate social media content adhering to brand guidelines, style, and tone.

• Conducted market analysis to identify key customer segments and growth opportunities.

• Embedded SEO best practices within blog content creation and keyword research.

• Successfully learned how to handle WordPress content management system.

• Created content optimized for Internet search engines. Customer Care Executive

Grandsquare Supermarket and Stores Limited, Lagos, Nigeria January 2016 – August 2017

• Resolved 90% of customer complaints, improving overall service ratings.

• Managed a support team to ensure timely resolution of service issues, improving response rates by 15%.

• Drove sales by 10% by educating customers about products and services.

• Maintained accurate and current customer account data with manual forms processing and digital information updates.

• Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.

• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

Recruitment Analyst Intern

Jobberman, Lagos Island, Lagos

March 2014 – December 2014

• Recruited over 100 candidates monthly using social media strategies, reducing recruitment time by 30%.

• Recruited more than 100 candidates in a month as a team effort.

• Worked under considerable pressure and met target deadlines.

• Reduced recruitment time cost by employing strategies by leveraging social media platforms like LinkedIn for better recruitment.

• Outsourced and screened over 500 candidates' applications.

• Performed bulk-SMS invitations for interviews with qualified candidates.

• Assisted senior HR partners with their interviews interview process.

• Maintained excellent attendance record, consistently arriving to work on time. Administrative Assistant Intern

Lagos State Television, Lagos, Lagos

April 2011 – June 2012

• Assisted producers and editors in ensuring the success of Television program productions.

• Managed weekly End Credits for daily television programs.

• Welcomed incoming visitors and clients professionally and provided friendly, knowledgeable assistance.

• Developed and updated spreadsheets and databases to track, analyse and report on performance.

• Monitored the current affairs department's work calendar and scheduling appointments, meetings and travel.

• Performed research to collect and record TV program data.

• Handled client correspondence and tracked records to foster office efficiency, ensuring success.

Education

Master in Research, International Business Management Graduate School of Management, Barcelona July 2021 Masters in International Business and International Relations ESEI International Business School, Barcelona 2020 Bachelor of Arts, History and International Relations Obafemi Awolowo University, Ile-Ife 2010

Certifications

• McKinsey & Company Forward learning program.

• Institute of Customer Service of Nigeria, ICSN – Customer Service Professional.

• Alison Customer Service Training.

• SkillUp by Simplilearn - Digital Marketing Training.

• Huawei University - 1000 Girls for ICT Training.

• Viasinc - How to Operate the Amadeus GDS Training. Affiliations

• Institute of Customer Service of Nigeria, ICSN – Affiliate Member

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