About

Dynamic Customer Success and Marketing professional with a proven ability to enhance customer satisfaction, streamline operations, and foster positive brand engagement. Adept at leveraging CRM tools and effective communication to resolve high-volume inquiries and build lasting client relationships. Eager to apply a blend of customer advocacy, content strategy, and community management expertise to drive business growth and cultivate exceptional user experiences.

Work

Opay Digital Service

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Customer Care Representative

Ikeja, Lagos, Nigeria

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Summary

Managed customer inquiries across multiple channels, leveraging problem-solving skills to enhance service delivery and achieve satisfaction targets for a digital service platform.

Highlights

Resolved over 90% of customer inquiries on first contact across phone, email, and chat, significantly improving operational efficiency and customer resolution rates.

Analyzed customer feedback to identify recurring trends, leading to the implementation of process improvements that enhanced overall service delivery.

Collaborated cross-functionally with product and technical teams to streamline issue resolution workflows, contributing to improved response times.

Consistently exceeded monthly customer satisfaction targets, maintaining high service quality and contributing to positive brand perception and customer retention.

Ingenium Concept

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Internship

Remote, Not Applicable, Nigeria

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Summary

Provided comprehensive customer support and technical troubleshooting, contributing to improved team performance and overall customer satisfaction.

Highlights

Provided comprehensive support to a diverse customer base, consistently achieving high satisfaction ratings for inquiry resolution.

Resolved complex technical issues by guiding customers through effective troubleshooting steps, significantly improving user experience and reducing escalations.

Implemented customer feedback loops that contributed to a 15% reduction in average response time, enhancing team Key Performance Indicators (KPIs).

Education

University of Ilorin

Ilorin, Kwara, Nigeria
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Bachelor of Arts History and International Studies

Languages

English

[Other Language(s)]

Certificates

Customer Service Excellence Certification

Ingenium Concept

Effective Communication Skills

Ingenium Concept

Skills

Customer Relationship Management

CRM, Customer Support, Zendesk, Salesforce, Freshdesk, Inquiry Resolution, Technical Support, Customer Advocacy.

Communication & Collaboration

Effective Communication, Active Listening, Conflict Resolution, Team Collaboration, Cross-functional Collaboration.

Operational Efficiency

Multitasking, Time Management, Data Entry, Record Maintenance, Workflow Optimization, Process Improvement, Adaptability.

Marketing & Community Management

Product Marketing, Content Management, Community Management, Brand Engagement, Strategic Planning.

Leadership & Problem Solving

Leadership, Problem-Solving.