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 - 06.2023
Diploma of Higher Education -
Budapest University of Technology and Economics
Hungary 04.2022 - 09.2022
Skills
CRM
SQL
Canvas, Tableau
MS Office(EXCEL,WORD,PPT,PDF)
SEO
TRELLO,JIRA,AGILE
Cloud Computing
Google Workspace
OMNICHANNEL EMAIL MANAGEMENT
Planning and Coordination
Analytical and Critical Thinking
Multitasking Abilities and Quality assurance
Good Telephone Etiquette
Complaint resolution
Good writing ability
Technical Support
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 - 09.2022
Customer Support Officer
AIRTEL
08.2021 - 02.2022
Bachelor of Science - Computer Engineering
Kharkiv National University of Radio Electronics
04.2019 - 06.2023
Customer/Student Support Officer
STUDIO24
03.2018 - 03.2019