Dynamic Customer Support Specialist with expertise across fintech, e-commerce, and hospitality, adept at leveraging CRM tools like Zendesk and Zoho to optimize multi-channel support and enhance customer satisfaction. Proven ability to translate user feedback into actionable product improvements, collaborating effectively with technical teams to drive operational efficiency and achieve significant reductions in support inquiries.
Customer Support Specialist - Product Operations
Lagos, Lagos, Nigeria
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Summary
Leads multi-channel customer support for a fintech platform, optimizing issue resolution, driving product enhancement through user feedback, and improving operational efficiency.
Highlights
Spearheaded multi-channel support (email, live chat, social media), ensuring timely resolution of complex issues for users within a fintech environment.
Managed ticket lifecycles using CRM tools, tracking performance metrics and maintaining Service Level Agreements (SLAs) to uphold high service standards.
Facilitated product enhancement by acting as a crucial liaison between end-users and technical teams, translating bug reports and feature requests into actionable development insights.
Developed and implemented self-service resources, successfully reducing overall ticket volume by 20% and improving customer autonomy.
Streamlined transaction processing across diverse payment channels, including bank branches, mobile wallets, and internet banking, ensuring prompt and effective customer support.
E-commerce Support Specialist
Lagos, Lagos, Nigeria
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Summary
Provided comprehensive e-commerce support to vendors, resolving complex issues, onboarding new partners, and collaborating with technical teams to enhance platform functionality.
Highlights
Delivered multi-channel vendor support (live chat, email), effectively guiding sellers through product listings, order management, and promotional strategies.
Utilized CRM tools to meticulously track support interactions, resolving disputes and maintaining high customer satisfaction rates for e-commerce vendors.
Streamlined vendor onboarding by conducting training sessions on platform usage and business best practices, ensuring rapid integration and operational efficiency.
Collaborated directly with technical teams, providing critical feedback on platform bugs and performance issues to drive continuous usability enhancements.
Mediated effectively between sellers and customers to resolve order-related issues, fostering trust and improving overall marketplace experience.
Reservations and Guest Service Agent
Lagos, Lagos, Nigeria
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Summary
Managed guest reservations and services for a luxury hotel, ensuring seamless experiences, resolving issues, and coordinating inter-departmental efforts to uphold brand standards.
Highlights
Managed guest reservations and check-ins using OPERA and CRM systems, consistently delivering personalized and efficient service.
Resolved guest complaints and requests with professionalism, consistently upholding brand standards and achieving high guest satisfaction.
Provided critical support for front-desk operations during peak periods, effectively multitasking to manage high volumes of guest interactions.
Coordinated seamlessly with internal departments to fulfill diverse guest needs, including VIP bookings and special requests.
Recognized for exceptional communication skills, efficiency, and a proactive customer-focused approach that enhanced the guest experience.
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Training
Virtual Assistant Training
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Training
IT Support for Customer Service
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BSc.
Nutrition & Dietetics
Issued By
Google-Coursera
Issued By
ALX Ventures
Issued By
Digital Witch Academy
Issued By
IBM IT-Experience & Coursera
Email, Live Chat, Ebanqo, Social Media, Customer Service, Issue Resolution.
Zoho, Hubspot, Zendesk, Ticket Management, SLAs, Performance Metrics, CRM Tools.
Zapier.
Slack, Zoom, Microsoft Teams, Google Workspace.
Knowledge Base Development, Internal Knowledge Base, Self-Service Resources.
Data Analysis, Reporting.
OPERA.
Effective Communication, Strong Communicator, Intermediary, Guest Service.
Cross-functional Collaboration, Teamwork, Partnership, Coordination.
Empathy, Customer-Centric Thinking, Customer Experience, Customer Satisfaction, Customer-First Approach.
Resolving Complex Issues, Dispute Resolution, Operational Efficiency, Continuous Improvement.
Product Enhancement, User Feedback Translation, Bug Reporting, Feature Requests.
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Summary
Created a comprehensive sales deck for an e-commerce startup, which improved customer understanding and reduced support inquiries by 25%. This aligned sales and support messaging, enhancing overall customer experience and team efficiency.