Customer Support Success

Phone: 080******** E-mail: ad6wzh@r.postjobfree.com

OBJECTIVE

A Customer Success Professional with years of experience in a Software as a Service (Saas) industry seeking to leverage exceptional communication and problem-solving skills to provide exceptional customer experiences and ensure customer satisfaction. Committed to delivering prompt and courteous service, I aim to build strong relationships with clients, address their inquiries, and resolve issues efficiently. As a part of a dynamic team, I strive to contribute to the growth and success of the organization by maintaining a positive and customer-centric approach in every interaction.

CORE SKILLS

• Customer Support / Success expertise

• Time management & Organization

• Patience and Empathy

• Research Skills

• Cold Calling & Emailing

• Problem Solving Skills

• SaaS Product Experience

• Demo and Presentation

• Goal Driven and Result Oriented

• Excellent English Communication and

Analytical Skills

• Teamwork

• Proficient in Microsoft Office

(PowerPoint, Microsoft Word, Outlook).

• Intermediate proficiency in Zoho and

CRM

• Experience using help desk and remote

support tools (Zoom, Google meet,

Microsoft Teams, Slack etc.)

• Flexibility (Remote Work Experience)

• Interpersonal Skills

PROFESSIONAL EXPERIENCE

Crown Interactive Limited

Customer Success and Support Analyst. November 2022 – Present Lekki, Lagos

Provide prompt and courteous assistance to customers, addressing their inquiries, concerns, and issues effectively.

Successfully maintained a 90% CSAT score by analyzing customer problems and finding appropriate solutions to ensure customer satisfaction and retention.

Efficiently settled an average of 30+ transactions per day for customers.

Demonstrate a deep understanding of the company's products or services to offer accurate and comprehensive information to customers.

Display excellent verbal and written communication skills to communicate with customers professionally and empathetically.

Handles over 150+ customer inquiries per week via email and calls with 24-hour response time

Handles complaints and conflicts in a calm and empathetic manner, aiming to turn negative experiences into positive ones.

Build and maintains strong relationships with customers to foster loyalty and repeat business. NASIR, ROHEENAT OLUWAFOLORUNSHO

Lagos State, Nigeria.

Identify opportunities to introduce customers to new products or services that align with their needs.

Collaborate with other departments or team members to ensure seamless customer experiences and provide feedback for process improvements by 10% year over year

Record customer interactions, inquiries, and resolutions accurately in the company's database for future reference. I utilized tools like ZOHO Crm, Internal crm, Excel etc. Crown Interactive Limited

Business Development Executive Feb 2022 – November 2022 Lekki, Lagos.

• Proactively sourced for lead via cold calls, on-site visitations, and online research, boosting the organizations prospects base by over 40%.

• Utilized the use of a CRM to manage customer accounts, subscription, and sales cycle.

• Utilized the use of Zoho for sales/promotional campaigns and customer engagement.

• Scheduling and organizing of sales pitch for prospective clients.

• Provided market intelligence and feedback to product and development teams on product features that guarantee on the market, industry, competitive advantage to the business.

• Customer Support

- Timely response to customer complaints on issues relating to application usage via phone, email, or chats.

- Proactively engaged customers to collate their feedback, feature requests and shared with the Product Managers.

- Proactively follow-up on all customer complaints to ensure their technical issues are resolved. Nigerian Nuclear Regulatory Authority (NNRA)

Lab Trainee (Industrial Attachment) Jul 2020 – Nov 2020 Sango, Ibadan.

• Proactively encouraged the public to submit environmental samples for radioactive sensitivity boosting operational use by 45%.

• Utilized machines such as Coaxial, Well Type, BeGe, and HPGE to carryout radioactive sensitivity test on over 200 submitted samples per month.

• Advised clients based on sample results to reduce or eliminate the use of certain items harmful to life, health, property, and environment.

EDUCATION

• 2017 - 2021: B.Sc. Physics Olabisi Onobanjo University

• 2016 – 2017: Diploma (Data Processing ) Olabisi Onobanjo University CERTICIFATIONS

• Business Etiquette & Professionalism, Alison Courses April 2022

• Customer Service skills, Alison Courses November 2022

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