Open to opportunities

Joy Iheme

@joyiheme

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Results-driven Customer Success Professional with 5+ years of experience.

Nigeria

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What I'm looking for

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

I am a dedicated Customer Success Professional with over five years of experience in delivering exceptional support and optimizing customer experiences. My journey has been marked by a commitment to enhancing customer journeys through data-driven insights and strategic problem-solving. I have a proven track record of resolving customer complaints across multiple channels, achieving a 95% satisfaction rate, and leading initiatives to improve service quality.

In my recent role as a Customer Expert at Teleperformance NG, I successfully optimized support processes, reducing resolution times by 20%. My experience as a Contact Center Agent at HR Index – Access Bank PLC further honed my skills in managing high-volume customer interactions, ensuring swift issue resolution, and enhancing client trust and retention. I am passionate about leveraging my skills in CRM management and conflict resolution to drive customer success.

Experience

Work history, roles, and key accomplishments

Customer Expert

Teleperformance NG

May 2023 - Nov 2024 (1 year 6 months)

Resolved customer complaints across multiple channels with a 95% satisfaction rate and led a feedback loop initiative to improve service quality. Optimized the support process, cutting resolution time by 20%, while providing B2B mid-market customer support in a SaaS environment.

Customer Support CRM Management Process Improvement Data Analysis Team Collaboration Time Management SaaS Support

Contact Center Agent

HR Index – Access Bank PLC

Jul 2021 - Apr 2023 (1 year 9 months)

Managed high-volume inbound and outbound calls, ensuring swift issue resolution and efficient customer interactions while handling transaction confirmations and notifications for high-net-worth individuals. Enhanced trust and retention through effective complaint resolution.

Customer Support Email Support Live Chat Support Time Management Customer Retention Communication Skills

Education

Degrees, certifications, and relevant coursework

Lagos State University

Bachelor of Science, Biochemistry

2016 - 2021

Completed a Bachelor of Science in Biochemistry, focusing on the study of chemical processes within and relating to living organisms. Developed a strong foundation in laboratory techniques and biochemical analysis.