Eze Joseph
Results-Driven Customer Support Specialist
ezejoseph31@gmail.com, 540211, Remote, Nigeria.About
Highly accomplished Customer Support Specialist with over 3 years of progressive experience enhancing customer satisfaction and optimizing team efficiency. Proven ability to implement innovative solutions, including a new ticketing system that slashed response times by 75% and boosted satisfaction ratings. Adept at analyzing feedback, resolving complex inquiries, and fostering loyal customer relationships, consistently driving value through improved service delivery and operational excellence.
Work
Remote, Remote, US
→
Summary
Assisted customers with inquiries and complaints, fostering stronger relationships and encouraging repeat business through effective service delivery.
Highlights
Assisted customers with diverse inquiries and complaints, consistently building stronger relationships and encouraging repeat business.
Implemented a customer feedback system that gathered valuable insights, directly improving service offerings and enhancing customer experience.
Resolved complex customer issues efficiently by collaborating cross-functionally with different departments to ensure comprehensive solutions.
Remote, Remote, US
→
Summary
Managed diverse customer inquiries and concerns across multiple channels, implementing proactive solutions to enhance satisfaction and drive operational improvements.
Highlights
Developed and implemented a new ticketing system that dramatically reduced average response time from 24 hours to 6 hours, significantly improving customer satisfaction by 75%.
Trained and onboarded new support team members, contributing to a 30% increase in overall team efficiency within the first quarter.
Handled a high volume of daily customer inquiries and concerns through various channels, ensuring a seamless and efficient support experience.
Analyzed customer feedback to identify and resolve recurring issues, implementing proactive solutions that decreased repeat inquiries and enhanced overall customer loyalty.
Calabar, Cross River State, Nigeria
→
Summary
Developed and implemented comprehensive community engagement strategies to cultivate a vibrant and active online environment.
Highlights
Developed and implemented community engagement strategies that fostered a more vibrant and active community atmosphere.
Monitored online discussions and feedback, addressing concerns promptly and effectively to maintain positive community sentiment.
Skills
Customer Support & Operations
Ticketing System Development, Customer Relationship Management (CRM) Tools, Support Process Optimization, Customer Inquiries, Complaint Resolution, Service Offerings.
Data & Problem Solving
Data Analysis, Proactive Problem Solving, Feedback Analysis, Issue Identification, Solution Implementation.
Soft Skills & Leadership
Effective Communication, Problem-Solving, Leadership, Teamwork, Adaptability, Cross-functional Collaboration, Relationship Building.
Community Management
Community Engagement Strategies, Online Discussion Monitoring, Feedback Management.
Interests
Hobbies
Exploring distant lands, Reading (getting lost in a good book), Capturing moments (photography), Feeling the music, Sports.