Open to opportunities

Israel Egede

@israelegede

Message

Proactive customer support professional focused on exceptional service delivery.

United Kingdom

Message

What I'm looking for

I am looking for a role that values exceptional customer service and offers opportunities for growth and collaboration.

I am a proactive and empathetic Customer Support professional with a strong focus on delivering exceptional service through clear communication and efficient problem-solving. My experience includes managing multi-channel customer support for large-scale outdoor and festival events, where I thrived in fast-paced environments and embraced continuous learning.

At VitalHands Services, I delivered support via email, live chat, and social media, handling ticketing, booking modifications, and complaint resolution. I achieved a 96%+ CSAT rating across three consecutive event seasons and reduced average first-response time to under 4 hours, exceeding internal SLAs. My commitment to improving service delivery led to the development of support templates that decreased repetitive queries by 30% and training junior staff to enhance team efficiency.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

VitalHands Services

May 2022 - Dec 2024 (2 years 7 months)

Delivered multi-channel customer support via email, live chat, and social media for large-scale outdoor and festival events. Handled ticketing, booking modifications, event inquiries, and complaint resolution while maintaining accurate support logs and meeting response time KPIs. Collaborated with operations and marketing teams to improve service delivery and supported customers during high-traffi

Ticketing Systems Customer Satisfaction Zendesk HubSpot Communication Problem Solving Team Collaboration Event Management

Education

Degrees, certifications, and relevant coursework

Afe Babalola University

Bachelor of Medical Laboratory Science, Medical Laboratory Science

Studied Medical Laboratory Science, gaining foundational knowledge and practical skills in laboratory techniques and diagnostics. Completed the program in 2021.

LinkedIn Learning

Certificate, Customer Service

Completed the Customer Service Foundations course, enhancing skills in customer interaction and support strategies. Gained insights into best practices for delivering excellent customer service.

FutureLearn

Certificate, Customer Service

Undertook training on delivering exceptional customer service, focusing on advanced techniques for customer satisfaction. Developed skills in handling complex customer scenarios and improving service quality.

Coursera (Arizona State University)

Certificate, Customer Service

Completed the Customer Service Fundamentals course from Arizona State University, covering core principles of customer support. Acquired essential skills for effective communication and problem-solving in customer interactions.

Zendesk

Certification, Customer Experience

Participated in the CX Agent Training program by Zendesk, focusing on practical skills for customer experience management. Learned to utilize Zendesk tools for efficient customer support and service delivery.

HubSpot Academy

Certification, Customer Service

Obtained Customer Service Certification from HubSpot Academy, covering comprehensive strategies for customer success. Gained expertise in building customer relationships and optimizing service processes.