Open to opportunities

Elisha Dauda

@elishadauda

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Experienced Customer Support Associate with a passion for problem-solving.

Nigeria

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What I'm looking for

I am looking for a role that values teamwork and effective communication, where I can leverage my customer support skills to enhance customer satisfaction and drive operational success.

I am an experienced Customer Support Associate with a proven track record of delivering expert-level support and troubleshooting complex issues. My commitment to maintaining comprehensive product knowledge allows me to swiftly resolve customer inquiries, ensuring a positive experience in every interaction. I take pride in my ability to develop positive customer relationships, which has significantly increased customer satisfaction and loyalty.

Throughout my career, I have spearheaded innovative strategies that have resulted in remarkable increases in process efficiency and operational effectiveness. My experience includes working remotely with companies like The Funded Trader and Gold Prime Funding, where I achieved outstanding satisfaction rates and consistently surpassed performance targets. I am dedicated to providing exceptional service and support, leveraging my strong communication skills to address customer needs effectively.

Experience

Work history, roles, and key accomplishments

Customer Support

The Funded Trader

Apr 2023 - Present (2 years 3 months)

Proactively addressed and resolved customer issues, achieving an outstanding satisfaction rate of 90%. Spearheaded innovative strategies, resulting in a remarkable increase in overall process efficiency and operational effectiveness. Systematically tracked customer interactions, ensuring a 90% accuracy rate in maintaining up-to-date customer records.

Customer Support Troubleshooting Customer Satisfaction Communication Skills Customer Relationship Management Data Tracking Zendesk Jira Intercom

Customer Success Associate

Gold Prime Funding

Feb 2022 - Present (3 years 5 months)

Addressed customer inquiries and issues promptly, using strong communication skills to provide clear, step-by-step solutions. Managed customer complaints with composure, clear communication, and effective problem-solving techniques. Leveraged exceptional product knowledge to resolve issues efficiently, driving high levels of customer satisfaction.

Customer Success Communication Skills Problem Solving Account Management Product Knowledge Customer Satisfaction

Head Customer Support Team

Kwakol Markets Limited

Mar 2019 - Present (6 years 4 months)

Provided three-month and six-month reviews to agents, recommending salary increases upon achieving 90% customer satisfaction. Evaluated frequent and potential issues, implementing best approaches to resolve them. Explored and created new ways to resolve problems with processes, technology, or team members to improve overall efficiency.

Team Leadership Customer Satisfaction Process Improvement Troubleshooting Project Management Strategic Planning Team Management

Education

Degrees, certifications, and relevant coursework

Massey University

DIPLOMA, Emergency Management

Studied Emergency Management at Massey University, focusing on principles and practices for effective disaster response and recovery. Gained knowledge in risk assessment, crisis communication, and strategic planning for various emergency scenarios.

Macquarie Graduate School of Management

DIPLOMA, Negotiation and Conflict Resolution

Completed a Diploma in Negotiation and Conflict Resolution at Macquarie Graduate School of Management. Developed skills in mediation, dispute resolution, and strategic negotiation techniques to effectively manage and resolve conflicts.

Alx For Africa

Certificate, Virtual Assistant

Obtained a Certificate of Virtual Assistant from Alx For Africa. Focused on developing essential skills for remote administrative support, including digital tools, communication strategies, and task management.

Institute of Computer Technology

Certificate, Computer Science

Earned a Certificate in Computer Science from the Institute of Computer Technology. Gained foundational knowledge in computer systems, programming, and software applications.

University of Maiduguri

Degree, Pharmacy

Pursued a Degree in Pharmacy at the University of Maiduguri. Acquired comprehensive knowledge in pharmaceutical sciences, drug interactions, and patient care.