About
Highly experienced Customer Support and Operations Specialist with over 4 years of proven success in delivering exceptional user experiences within high-volume, tech-driven environments. Adept at managing 100+ cases per shift with high accuracy, leveraging CRM tools like Zendesk and Salesforce to enhance efficiency and customer satisfaction. Passionate about contributing to dynamic tech sectors, including gaming, cryptocurrency, and fintech, through expert support and operational excellence.
Work
Ibadan, Oyo State, Nigeria
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Summary
Led responsive support and operational improvements for B2B and e-commerce clients, enhancing customer satisfaction and workflow efficiency.
Highlights
Managed high-volume inquiries, handling up to 100 customer inquiries daily via phone, email, and live chat for B2B and e-commerce clients, ensuring rapid resolution.
Provided comprehensive administrative and operational support to multiple teams, streamlining scheduling, data entry, and document updates to improve cross-functional efficiency.
Analyzed user feedback to identify recurring issues, collaborating with technical and operations teams to optimize workflows and reduce support escalations.
Utilized Zendesk to meticulously track tickets, document resolutions, and maintain a highly accurate knowledge base, improving self-service capabilities.
Processed client information and documented call notes with precision in CRM, enhancing data accuracy for future reference and improving client relationship management.
Ibadan, Oyo State, Nigeria
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Summary
Delivered high-quality, high-volume customer support for tech-enabled platform users, consistently achieving top satisfaction rates.
Highlights
Handled high-volume customer inquiries across chat, email, and phone platforms, resolving complex product and service-related issues for tech-enabled users.
Utilized CRM tools including Zendesk, Salesforce, and Freshdesk to efficiently manage customer tickets and track resolution metrics, enhancing operational oversight.
Delivered high-quality support in a fast-paced environment, prioritizing urgent B2B inquiries to ensure critical business continuity and client satisfaction.
Provided comprehensive technical support, managing account recovery, subscription assistance, and billing issue resolution to ensure seamless user experience.
Consistently maintained over 90% Customer Satisfaction (CSAT) by employing empathetic communication and providing clear, actionable guidance, recognized as 'Top Agent of the Month' in March 2021.
Awards
Reward and Recognition (R n R): Top agent of the Month
Awarded By
Ison Bpo
Recognized for achieving the highest customer satisfaction and resolution rate across all support teams.
Skills
Customer Support
Live Chat & Email Support, High-Volume Ticket Resolution, Troubleshooting & Issue Escalation, Player Retention & Engagement, Technical Support, Account Recovery, Subscription Assistance, Billing Issue Resolution.
CRM & Helpdesk Tools
Zendesk, Intercom, Salesforce, Freshdesk.
Knowledge Management
Knowledge Base & FAQ Management, Help Content Development.
Operational Support
Administrative Support, Scheduling, Data Entry, Document Updates, Workflow Optimization, Cross-functional Collaboration.
Industry Knowledge
Gaming Industry Awareness, Cryptocurrency Familiarity, Fintech Customer Journeys, Financial Compliance, Fraud Detection.
Work Environment
Remote & Shift-Based Work, Power Backup Management, High-Speed Internet Proficiency.
Interests
Emerging Technologies
Gaming, Cryptocurrency, Fintech.
Compliance & Security
Financial Compliance, Fraud Detection.