Henry Igboekwuna

Processed customer orders, educated customers on intake requirements, and assisted with retaining accounts. Updated account and payment details, documented call details on Gorgias tickets, and handled inbound and outbound voice mail requests.

Monitored and evaluated inbound and outbound calls for compliance with policies and service standards. Used QA scorecards to assess agent performance, delivered feedback and coaching, and generated QA reports to identify trends and training needs.

Provided empathetic, professional customer support and qualified leads for handoff to senior advisors. Used product knowledge to pitch services to uninterested clients and handled calls appropriately while attending training and meetings.

Provided empathetic, professional customer support and pitched services to website inquiries. Qualified client needs, ensured correct call disposition, and participated in company training and meetings.

Provided step-by-step technical support, resolved SLA issues, and acted as a point of contact for escalations from first-line engineers. Delivered remote troubleshooting, set up systems and applications (including anti-virus and Microsoft Office), performed security backups, and advised junior staff.

Maintained a positive, empathic customer service approach while qualifying leads and handing off to senior advisors. Used product knowledge to pitch services and ensured proper call disposition while attending training and meetings.

Organized personal and professional calendars, answered inbound calls, and routed clients and queries to relevant teams. Prepared documents and reports, managed correspondence and purchase orders, coordinated appointments and meetings, and maintained an efficient, professional reception area.

Advised customers to optimize gadget usage and supported devices by fixing software error codes. Sold PCs, phones, and accessories, performed maintenance, and installed/updated operating systems to match current trends.

Maintained computer equipment and accessories within the department and supported analysis and documentation of departmental files. Typed departmental documents and participated in departmental meetings.

Studied front-end/web development through Zero To Mastery on Udemy.

Earned a Higher National Diploma in Science Laboratory Technology (Physics/Electronics).

Earned a National Diploma in Science Laboratory Technology.

Completed a Diploma in Computer Application.

Completed Senior Secondary School education in the Sciences.

Completed primary education and obtained the First School Leaving Certificate.