Bara Yekorogha
@barayekorogha
Customer Support Specialist with 5+ years of experience.
NigeriaWhat I'm looking for
I am a customer service and operations professional with over 6 years of experience delivering exceptional customer experiences, leading support teams, and driving operational excellence across diverse industries. My background spans E-commerce, E-lottery, Logistics, B2B Services, Ride-hailing, Hospitality, BPO Outsourcing, and Customer Support Operations.
Throughout my career, I have successfully managed high-volume customer interactions, resolved complex escalations, improved customer satisfaction metrics, and coached support teams to achieve performance goals. I have experience leading customer support specialists, implementing service improvement initiatives, and ensuring compliance with quality and operational standards.
I am proficient in a variety of customer support and CRM platforms, including Zendesk, Salesforce, Zoho CRM, HoduCC, Beehive CRM, and other customer engagement tools. My strengths include customer relationship management, team leadership, escalation handling, process improvement, performance coaching, and cross-functional collaboration.
I am passionate about creating positive customer experiences, building efficient support processes, and helping organizations achieve their customer satisfaction and business objectives.
Experience
Work history, roles, and key accomplishments
Resolving customer issues related to account access, billing, orders, product usage, technical concerns, and general service requests.
Moderating online communities, forums, and social media channels to maintain a safe, respectful, and engaging environment.
Reviewing user-generated content in accordance with client guidelines, community standards, and platform policies.
Maintained 90%+ CSAT scores through prompt and efficient customer issue resolution. Resolved an average of 70 inbound cases daily, ensuring customer satisfaction and quick turnaround times. Provided accurate and timely solutions, reducing escalations and improving brand loyalty.
Responded promptly to customer inquiries across multiple channels (phone, email and live chat).
Assisted customers with placing pickup requests, tracking deliveries, and resolving complaints or delays.
Coordinated with dispatch and rider/truck driver teams to resolve real-time delivery issues or escalations.
Monitored active deliveries and proactively
Responded promptly and professionally to customer inquiries via chat, email,and social media.
Provided clear and accurate information about platform rules, draws, and prize claims.
Troubleshot account, payment, and access issues, escalating technical concerns when necessary.
Guided customers through processes such as registration, participation in giveaways, and prize redemption.
Guest Service Supervisor
Golden Tulip Hotel Yenagoa
Mar 2019 - Jun 2020 (1 year 3 months)
Provided high-level support by managing schedules, appointments, and travel arrangements, ensuring seamless daily operations. Addressed concerns and special requests, ensuring the needs and preferences of executives or clients were met with professionalism. Managed office supplies, correspondence, and confidential documents efficiently to support executive functions.
Education
Degrees, certifications, and relevant coursework
Caleb University Lagos
BSc., Microbiology and Industrial Biotechnology
Studied Microbiology and Industrial Biotechnology at Caleb University Lagos. Gained foundational knowledge and practical skills in the field.
Availability
Location
NigeriaAuthorized to work in
Social media
Job categories
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