Anita Zacheaus-Enosegbe
Customer Support Specialist
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Bringing top-notch skills in oral and written communication, active listening, fast learning and adaptability and analytical problem-solving skills. Providing customized solutions to build loyalty. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Customer Support Specialist
Chetula
Lagos, Nigeria
07.2022 - 03.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively listened to customers, handled concerns quickly with empathy and escalated major issues to supervisor.
- Responded to customer inquiries via phone(inbound and outbound calls), email, and live chat via reamaze, providing prompt and accurate solutions to their concerns.
- Answered constant flow of customer calls with minimal wait times.
- Updating and maintaining company database and spreadsheets.
- Used company troubleshooting resolution tree to evaluate technical problem and find appropriate solution.
- Handle B2C and B2B cases.
Customer Support Officer
AIRTEL
, Nigeria
08.2021 - 02.2022
- Resolved over 200 customer complaints in a week, using live chats, email and raising tickets. Hence, exceeding the set (KPIs).
- Recommended solutions to complex situations through research and critical thinking and escalated customers to the supervisor for enhanced support.
- Participated in training to learn new products and enhance skills to optimize customer support delivery to company clients.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Assisted customers with product inquiries, returns, and exchanges following the company's guidelines and procedures.
Customer/Student Support Officer
STUDIO24
03.2018 - 03.2019
- Provided administrative support to the executive and staff of the organization.
- Handled phone calls; Organized, and booked appointments and emails to answer questions about the services provided by the company.
- Conducted training exercises for students and also learned new skills in photography.
- Collected and analyzed customer information to prepare product or service reports.
- Reported daily invoices and sales in the branch.
- Documented customer interactions and maintained accurate records in the CRM system.
- Handled cash transactions and maintained accurate cash register balance.
Education
Bachelor of Science - Computer Engineering
Kharkiv National University of Radio Electronics
Ukraine 04.2019 - 2023.06
Diploma of Higher Education -
Budapest University of Technology and Economics
Hungary 04.2022 - 2022.09
Skills
CRM
VOLUNTEER HISTORY
VOLUNTEER CORRECTIONAL CENTRE FOR JUNIOR BOYS, NIGERIA (REMOTE)
• Created lectures to teach Java to 10 of the wards.
• Provided guidance and support to wards seeking mentorship or academic assistance.
Timeline
Customer Support Specialist
Chetula
07.2022 - 03.2023
Diploma of Higher Education -
Budapest University of Technology and Economics
04.2022 - 2022.09
Customer Support Officer
AIRTEL
08.2021 - 02.2022
Bachelor of Science - Computer Engineering
Kharkiv National University of Radio Electronics
04.2019 - 2023.06
Customer/Student Support Officer
STUDIO24
03.2018 - 03.2019
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