Position: Customer Service Support
Category: Support
English level: fluent
Years of experience: 3

- Initiated the idea of bi-annual product release lifecycle, roll-up updates, and patches for new and existing products to ensure optimum product performance and scalability for better customers’ experience.
- I developed and initiated excellent and key social media strategies to increase business visibility and brand awareness of the company.
- I successfully formulated some key strategies for the company. One of such strategies is the inclusion of corporate social responsibility into the company’s marketing and customers’ service masterplan to ensure that the lives of the members of the host community are positively touched. This strategy helps to increase brand awareness and the company’s reputation in the areas of humanitarian service.  With this, the company was able to be rated among the first top 10 companies that have created community impact by the local authority and this helps improve customer service performance by 72%.
I.M.I.T Technologies, Lagos, Nigeria (2019 - Present) – Remote 
Customer Service Representative
- Manage large amounts of incoming phone calls and all other forms of correspondence
- Generate sales leads
- Identify customer needs and help customers use specific features of the company’s products and services
- Monitor, follow-up, and track customer complaints on social media, emails, and ticketing platforms, and respond fast to them.
- I constantly update our internal databases with information about technical issues and feedback from customers
- Identify and assess customers’ needs to achieve satisfaction
- I help build sustainable relationships and trust with customer accounts through open and interactive communication
- Share feature requests and effective workarounds with team members during stand-up meetings 
- Provide accurate, valid, and complete information by using the right methods/tools such 
- Keep customers informed about new features and functionalities of new products
- I constantly monitor closely and follow up with customers’ requests to ensure their technical issues are resolved
- I handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.  
- I ensure while communicating with customers, procedures, guidelines, and policies are strictly followed 
- I ensure customers feedback are curated and gathered and share with our Product, Sales, and Marketing teams to help in the decision making
- I take part in training other customer service staff
I want a customer service support role that will broaden my knowledge and exposure