Open to opportunities

Onyinye Obilor

@joyakunna

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Customer Support Specialist with 5+ years of experience in service.

Nigeria

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What I'm looking for

I am looking for a role that values customer-centric approaches and offers growth opportunities.

As a dedicated Customer Support Specialist with over five years of experience, I excel in delivering exceptional service through various channels, including email, live chat, and phone. My strong communication and problem-solving skills enable me to manage client inquiries effectively and troubleshoot technical issues promptly. I have a proven track record of utilizing customer service software such as Zendesk, Intercom, and Salesforce to enhance the customer experience and resolve problems quickly.

Throughout my career, I have developed expertise in complaint resolution, process improvement, and ensuring high customer satisfaction. My experience in B2B client onboarding and collaboration with cross-functional teams has allowed me to contribute significantly to customer success. I am passionate about leveraging my skills to create positive customer experiences and drive continuous improvement in service delivery.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Preply

Jul 2024 - Present (11 months)

Provide responsive, empathetic client support through email, live chat, and CRM tools, ensuring timely issue resolution. Troubleshoot complex technical issues and collaborate with internal teams to improve product features. Onboard B2B clients and contribute to knowledge base updates.

Customer Support Management Technical Troubleshooting Onboarding Intercom Braze Confluence SLA Management Process Improvement Empathy Fraud Detection

Customer Service Executive

Pwan Group

Jul 2018 - Jul 2024 (6 years)

Delivered timely assistance via phone, email, and live chat, consistently meeting SLA targets. Resolved customer complaints and implemented process improvements based on feedback. Conducted onboarding and training for new support team members.

Customer Support Management Process Improvement SLA Management Cross Functional Collaboration Empathy Customer Retention Training Communication Technical Support

Quality Assurance Analyst

IBAKE Entertainment Limited

Jan 2015 - Jun 2018 (3 years 5 months)

Managed customer inquiries and complaints across multiple channels, ensuring prompt resolution. Assisted in developing FAQs and self-help guides to enhance customer support and engagement.

Customer Support Management Communication Process Improvement Cross Functional Collaboration Customer Engagement Technical Support Documentation Team Collaboration

Customer Experience Specialist

Androtech Automobile Company

Oct 2007 - Nov 2009 (2 years 1 month)

Supported customer inquiries and concerns, providing effective solutions to enhance satisfaction. Leveraged feedback to suggest service improvements and ensure high-quality customer experiences.