Open to opportunities

Elliot Asagba

@elliotasagba

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Dedicated Customer Support Specialist with over 9 years of experience.

United States

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

I am a dedicated and hard-working Customer Support Specialist with over 9 years of experience in delivering excellent service across multiple channels, including phone, email, and chat. My focus on efficiency and maintaining a positive experience has allowed me to effectively manage high call volumes while resolving customer issues. I am known for my problem-solving skills under pressure and my ability to work collaboratively with teams to meet and exceed performance targets.

In my current role at Marathon Petroleum Corporation, I manage over 60 customer service calls daily, providing tailored solutions to a wide range of service and account-related issues. I have consistently met or exceeded KPIs for first response time and resolution rate, and I take pride in training new hires to boost team efficiency. My previous experiences at T-Mobile and Broadridge have further honed my skills in troubleshooting, billing issues, and client support, allowing me to contribute to significant reductions in customer churn and complaints.

I am passionate about customer service excellence and continuously strive to improve processes and workflows. My goal is to empower clients through effective communication and support, ensuring their satisfaction and loyalty.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

Marathon Petroleum Corporation

Jul 2022 - Present (2 years 11 months)

Managed 60+ customer service calls daily, addressing a wide range of service and account-related issues. Quickly identified the root causes of customer complaints, providing tailored solutions to resolve them. Provided accurate and timely information to customers, ensuring satisfaction with each interaction.

Customer Service Account Management Problem Solving Team Collaboration Technical Support Customer Satisfaction Training Communication Conflict Resolution

T-

Customer Care Representative

T-Mobile

Mar 2021 - Present (4 years 3 months)

Assisted customers with troubleshooting, billing issues, and service inquiries, handling 50+ calls per day. Achieved a 95% resolution rate for customer issues on first contact by providing clear and efficient solutions. Contributed to a 10% reduction in customer churn through personalized support and building customer loyalty.

Client Support Associate

Broadridge

Mar 2018 - Present (7 years 3 months)

Provided exceptional customer service to financial service clients, addressing account and platform inquiries. Managed 40+ client inquiries per day, resolving issues promptly to meet client expectations. Reduced response times by optimizing workflows and implementing best practices for ticket management.

Customer Service Representative

Verizon

Jan 2016 - Present (9 years 5 months)

Handled 50-70 customer service inquiries daily, resolving issues related to billing, technical support, and service. Improved customer satisfaction by providing clear explanations and offering personalized service solutions. Achieved a consistent 98% customer satisfaction rating by resolving issues efficiently and courteously.

Customer Support Representative

FREELANCE

Jul 2009 - Present (15 years 11 months)

Provided remote customer support for various small businesses, managing up to 30 inquiries per week. Improved customer response time by 60% by streamlining workflows and reducing resolution times. Developed and implemented a self-service FAQ system that decreased repetitive inquiries by 40%.

Education

Degrees, certifications, and relevant coursework

Lamar University

Bachelor of Science, Industrial & Systems Engineering, Applied Mathematics

Grade: 3.76

Completed a Bachelor of Science in Industrial & Systems Engineering with a minor in Applied Mathematics. Achieved a GPA of 3.76, demonstrating strong academic performance in quantitative and engineering disciplines.