Ifiok-obong Wilson - Customer Support Adviser - Digital Bananas | Himalayas
IW
Open to opportunities

Ifiok-obong Wilson

@ifiokobongwilson

Proactive customer support specialist with 3+ years of experience.

United States
Message

What I'm looking for

I am looking for a role that values empathy and customer satisfaction, with opportunities for growth and collaboration.

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

Education

Degrees, certifications, and relevant coursework

Imperial College London logoIL

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.

NC

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.

UU

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

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