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@janeeyereoghene1
Customer Support & Technical Service Specialist driving SLA adherence and workflow improvements.
NigeriaI am a customer support and technical service specialist with over four years' experience delivering high-quality support via CRM/ticketing systems, email, live chat, and phone. I focus on resolving complex issues, improving customer satisfaction, and supporting digital-first service operations.
At the Maritime Academy of Nigeria and Tek Experts Nigeria I consistently met service targets, achieving 98% SLA compliance, reducing backlogs and handling time, and digitizing processes to cut internal reporting time. I managed information systems, certificate verification, data backup, and supported academy-wide messaging campaigns during admissions.
I bring practical training in CRM, ticketing systems, data entry tools, and customer engagement, along with certifications in virtual assistance, email marketing, and CRM principles. I work well with cross-functional teams, prioritize workflow optimization, and aim to deliver measurable improvements in customer experience and operational efficiency.
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Work history, roles, and key accomplishments
Maritime Academy of Nigeria
Oct 2021 - Present (4 years 1 month)
Handled 50+ daily inquiries across phone and live chat, reducing backlog by 40+ cases weekly and digitized inquiry tracking to cut internal reporting time by 3 days; managed certificate verification and data backups to improve operational efficiency.
TEResolved 10+ daily tickets via email and phone contributing to 98% SLA adherence for Azure subscriptions and reduced average handling time by 1.2 minutes through response template optimization.
Maritime Academy of Nigeria
Oct 2018 - Sep 2019 (11 months)
Contributed to newsletters and social posts engaging 1,000+ students and alumni, organized 300+ departmental documents to reduce retrieval time, and collected 200+ feedback forms to inform service improvements.
Primlaks
Jul 2018 - Sep 2018 (2 months)
Represented the brand at outreach events and engaged customers to raise awareness and visibility during regional campaigns.
Degrees, certifications, and relevant coursework
AEDiploma, Information Technology Support
2023 - 2023
Completed a Diploma in Information Technology Support through Alison Education in 2023.
Postgraduate Diploma, Customer Relationship Management
Completed a Postgraduate Diploma in Customer Relationship Management in 2019.
Bachelor's, International Relations
Completed a Bachelor's degree in International Relations, awarded in 2017.
Software and tools used professionally
NigeriaYou can contact Jane and 90k+ other talented remote workers on Himalayas.
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