Ifiok-obong Wilson
@ifiokobongwilson
Proactive customer support specialist with 3+ years of experience.
What I'm looking for
I am a proactive and personable Customer Support Professional with over three years of experience in Tier 1 technical and account support across various channels, including email, chat, and phone. My expertise lies in utilizing tools like Zendesk, Salesforce, and Freshdesk to deliver timely and accurate solutions to customer inquiries. I am passionate about helping others and turning customer frustration into satisfaction, ensuring a seamless experience for every user.
In my most recent role at Digital Bananas, I managed over 50 customer inquiries daily while maintaining a 95% customer satisfaction rate. I excelled in triaging and escalating complex technical issues to engineering teams, which led to a 30% improvement in first-call resolution rates. My ability to synthesize customer feedback has been instrumental in informing product updates, and I take pride in training new hires on best practices to enhance team performance.
With a strong foundation in conflict resolution and a commitment to process improvement, I thrive in fast-paced environments. I am eager to contribute my skills and experience to a dynamic team that values customer satisfaction and continuous improvement.
Experience
Work history, roles, and key accomplishments
Customer Support Adviser
Digital Bananas
Jan 2022 - Feb 2025 (3 years 1 month)
Responded to 50+ daily customer inquiries via phone, chat, and email, maintaining 95% customer satisfaction. Delivered Tier 1 support via Zendesk and email, resolving customer inquiries daily while maintaining 97% satisfaction.
Customer Service Representative
Verisure Alarm
Feb 2021 - Dec 2021 (10 months)
Answered and managed more than 60 calls per day with professionalism and enthusiasm. Scheduled appointments efficiently, managing calendars for technicians and ensuring availability.
Administrative Assistant
Earthwell Groups
Nov 2016 - Dec 2020 (4 years 1 month)
Delivered high-quality service in a virtual environment, handling inbound inquiries and troubleshooting issues with online orders and deliveries. Promoted to senior queue within 6 months due to outstanding performance and team feedback.
Education
Degrees, certifications, and relevant coursework
Imperial College London
Executive Education, Business Analysis
Completed an Executive Education program focusing on Business Analysis. This program provided advanced insights and skills in analyzing business processes and strategies.
Newcastle College
MBA, Business Administration
Obtained a Master of Business Administration degree, focusing on comprehensive business principles and management strategies. This program enhanced skills in leadership, finance, and operations.
University of Uyo
B.Eng, Agricultural Engineering
Earned a Bachelor of Engineering degree in Agricultural Engineering. This program covered the application of engineering principles to agricultural systems and practices.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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