Customer Support Specialist

IHEME JOY CHINWENDU

CUSTOMER SUPPORT SPECIALIST

+234********** **************@*****.***

Lagos, Nigeria

I am an assertive Customer Technical Support Specialist with more than three years of experience in troubleshooting and resolving complex technical issues and providing customer support. I provide clear guidance for prompt inquiry resolution across various platforms and manage support requests using CRM software and ticketing systems. Committed to exceptional service and high customer satisfaction, I continually enhance my skills to stay ahead of evolving technologies. I work across multiple time zones effectively. STRENGTHS AND EXPERTISE

● Emotional Intelligence

● CRM & Ticketing management

● Multitasking and Time management

● Knowledge Base Maintenance

● HTML, CSS,

● Document compilation

● Sales strategy

● Zendesk

● Problem Solving

● Risk management

● UI/UX

● Meta ads manager

PROFESSIONAL EXPERIENCE

(may 2022- march 2025)

CUSTOMER SUPPORT SPECIALIST

Teleperformance Nigeria

As a customer support specialist I specialize in handling customers as the face of the firm. I ensure the success of our clients experience in our service by handling complaint, enquires and providing resolution as well as technical support across multiple time zones

● Provide remote technical support to customers, resolving software, and network issues across various platforms.

● Manage and prioritize support tickets in Zendesk, ensuring timely resolution and follow-up on all customer inquiries.

● Optimization of the support process, cutting resolution time by 20% while providing B2B mid-market customer support in a Saas environment

● Collaborate with cross-functional teams (engineering, development) to resolve complex issues and improve service delivery.

● Assist customers with product installations, software updates, and configurations remotely, ensuring smooth operations

Feb 2021- April 2022

CONTACT CENTER AGENT-

HR INDEXX( ACCESS BANK PLC DIGITAL TEAM)

● Delivered high-quality customer service via phone, email, and live chat, addressing inquiries and resolving product-related issues.

● Troubleshooting of applications such as PRIMUS PLUS, ACCESS MORE

● Used CRM software (Salesforce) and ticketing systems to track and update customer support requests, ensuring efficient case management.

● Managed high - volume of inbound and outbound calls ensuring swift issue resolution and efficient customer interactions while handling transaction confirmation and notifications for high- net- worth individuals. OUTBOUND TEAM

● Telemarketing of banking products to new and existing customers

● Handling large number of outbound calls for reactivation of dormant customers and announcements of promotions

● Product awareness to high net worth customers

(2016-2019)

GUIDSRIS NIG LIMITED (TRADEFAIR INTERNATIONAL)

SALES MANAGER/ CUSTOMER EXPERT

● Supply of merchandise in Large quantity to customers within Nigeria

● Handling the sales team to ensure monthly sales quota is meant

● Digital advertising to reach more clients using meta facebook ads and SEO

● Handling complaints and providing resolutions to customers

● Training of sales representatives

EDUCATION

8 weeks intensive DIgital Bootcamp supported by Techcrush

B. SC. in Biochemistry Lagos state university December 2016 - January 2020 CERTIFICATION

Customer service Excellence Certification 2023

CRM software certification (salesforce, zendesk)

Certified customer Experience professional (CCXP) 2024 ALX certified virtual assistant and certified in the use of AI 2024

Contact this candidate