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@peterfredrick
Experienced customer support specialist with 8 years in team leadership and service excellence.
I have over 8 years of experience as a Customer Support Specialist, during which I have honed my ability to resolve complex customer issues and deliver exceptional service across multiple industries, including education, finance, and renewable energy. My career has evolved from providing frontline customer support to leading high-performing teams as a Team Lead. In my current role, I manage a team of customer service representatives, ensuring prompt responses to customer inquiries through channels like phone, email, and live chat.
I have a deep understanding of CRM tools such as Zendesk, HubSpot, and Salesforce, which I use to streamline processes, improve customer interactions, and implement strategies that drive customer retention and satisfaction. My focus has always been on enhancing the overall customer experience by developing solutions that address customer pain points and improve operational efficiency.
I am passionate about leadership and mentoring my team, empowering them to perform at their best and fostering a culture of service excellence. I take pride in helping customers navigate their challenges while ensuring that my team exceeds performance targets.
Beyond my professional career, I am deeply interested in the intersection of technology and customer service, always seeking new ways to innovate and improve the customer experience. I am also enthusiastic about renewable energy solutions and have worked on personal projects related to solar installations.
I look forward to opportunities where I can leverage my experience to contribute to a company’s growth, improve customer experiences, and lead teams to achieve success.
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Work history, roles, and key accomplishments
ExcelMind Cybersecurity Training Firm
Jan 2023 - Present (2 years 10 months)
Leading and mentoring a team of student success managers, ensuring effective service delivery across multiple support channels. Overseeing inquiries via email and chat, resolving issues promptly, and collaborating with various departments to address complex student concerns.
I-Fitness
Jan 2022 - Jan 2023 (1 year)
Led a team of customer service representatives to achieve high first-call resolution rates and improve customer retention. Acted as the liaison between customer service and product development teams, and trained new team members.
Lumos Nigeria
Jan 2018 - Jan 2022 (3 years 11 months)
Provided frontline customer support via phone, email, and live chat, addressing product-related inquiries. Assisted in onboarding new customers and conducted surveys to gather feedback for service improvement.
United Bank for Africa (UBA)
Jan 2018 - Feb 2018 (1 month)
Handled customer inquiries regarding banking products and account management. Processed requests for replacement cards and ensured timely resolution of inquiries while maintaining professionalism.
Trinity Pharmaceuticals
Jan 2016 - Jan 2017 (1 year)
Provided phone support for prescription order issues and payment problems. Assisted customers via live chat and email, resolving inquiries related to prescription benefits and maintaining accurate customer records.
Degrees, certifications, and relevant coursework
Certification, Customer Service
2021 -
Completed a course in Customer Service Concepts and Strategy Basics, focusing on enhancing customer service skills and strategies.
Certification, Banking Operations
2018 -
Completed training in Basic Banking Operations, gaining foundational knowledge in banking processes and customer service.
Certification, Computer Science
2013 -
Studied Computer Data Processing, acquiring skills in data management and processing techniques.
Software and tools used professionally
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