Looking for a job

Emmanuel Oluwagbemi

@emmanueloluwagbemi1

Customer Experience Associate at NovaReach Systems who moved its FAQ to a searchable Help Center, reducing repetitive queries by 25%.

Nigeria

Message

At NovaReach Systems, I handle customer support for international fintech clients, resolving onboarding issues and escalating technical bugs to product teams. I also led the move to a searchable Help Center, reducing repetitive queries by 25%.

Previously, at Triventa Technology, I managed B2B client relationships and generated customer insight reports for marketing and strategy teams. At SkyBridge Retail Hub, I supported customers during peak eCommerce seasons and maintained records in Salesforce CRM.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Associate

Current

NovaReach Systems

Jan 2024 - Present (2 years 9 months)

Handled over 100+ weekly support tickets via Zendesk and Intercom with a 96% satisfaction rate. Resolved customer onboarding issues, escalated technical bugs, and led the migration of FAQ system to a searchable Help Center, reducing repetitive queries by 25%.

Zendesk Intercom Customer Onboarding Feedback Analysis Help Center Management Documentation

Client Relationship Expert

Triventa Technology

Sep 2022 - Dec 2023 (1 year 3 months)

Managed a portfolio of 50+ B2B clients and maintained a 92% client retention rate. Coordinated resolution of delivery/logistics issues in under 24 hours and generated monthly customer insight reports for marketing and strategy teams.

Zoho CRM CRM Customer Relationship Management Data Analysis Reporting Customer Satisfaction Surveys

Customer Support Specialist

SkyBridge Retail Hub

Feb 2022 - Sep 2022 (7 months)

Answered high-volume customer calls and chats during peak eCommerce seasons. Maintained accurate customer records using Salesforce CRM and collaborated with sales and logistics teams to ensure accurate order fulfillment.

Salesforce CRM Customer Support Communication Skills Order Fulfilment