Open to opportunities

Joshua Onuegbu

@joshuaonuegbu

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Customer support professional enhancing satisfaction and operational efficiency.

Nigeria

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What I'm looking for

I am seeking a role that values customer satisfaction, offers growth opportunities, and fosters a collaborative environment.

I am a dedicated customer support professional with extensive experience in e-commerce operations and technical support. My journey has been marked by a commitment to delivering exceptional service, optimizing processes, and driving customer satisfaction. At Vida Shoes International, I resolved over 95% of customer inquiries within SLA, significantly reducing escalations and improving overall customer satisfaction scores.

My previous role at RedLITE Clinic allowed me to hone my skills in patient interaction and CRM management, where I successfully reduced response times by 30% through effective CRM optimization. I thrive in fast-paced environments and enjoy collaborating with teams to streamline operations and enhance customer experiences. My technical proficiency in various CRM tools and e-commerce platforms enables me to provide personalized service and insights that contribute to continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Virtual Customer Service Representative

Current

Vida Shoes International

Sep 2023 - Present (1 year 8 months)

Provided exceptional customer support through email, live chat, and phone, resolving over 95% of inquiries within SLA. Improved customer satisfaction scores and managed escalated issues efficiently. Utilized CRM tools to maintain accurate records and collaborated with internal teams to streamline operations.

Customer Service CRM Management Problem Solving Communication Order Processing Customer Satisfaction

Virtual Customer Service Representative

RedLITE Clinic

Apr 2020 - Sep 2023 (3 years 5 months)

Handled patient inquiries through calls and emails, reducing response time by 30% via CRM optimization. Managed patient interactions using Zendesk and ensured timely follow-ups. Streamlined appointment scheduling and provided compassionate support to enhance patient satisfaction.

Patient Support CRM Management Zendesk Scheduling Communication Data Entry Time Management

Virtual Assistant/Client Retention Officer

GreySlate Investments

Jan 2018 - Jun 2021 (3 years 5 months)

Managed client communications and inquiries regarding property listings. Increased client engagement by 25% through effective CRM tracking. Coordinated property tours and resolved client complaints to maintain high satisfaction levels.

Client Communication CRM Management Bitrix Lead Generation Property Management Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

National Open University of Nigeria

Bachelor of Science, Criminology and Security Studies

Pursued a Bachelor of Science in Criminology and Security Studies, focusing on the principles of criminology, security management, and the sociological aspects of crime.

Grunzink Computer Institute

Diploma, Computer Sciences

Completed a Diploma in Computer Sciences, gaining foundational knowledge in computer programming, software applications, and IT support.

Royal School of Catering and Hotel Management

Diploma, Hospitality Management

Earned a Diploma in Hospitality Management, focusing on the principles of hospitality, customer service, and operational management in the hospitality industry.