Microsoft Office Suite
AMARAN BUMIAGHA JUDITH
CUSTOMER EXPERIENCE
Abuja,
Summary
Knowledgeable and dedicated Customer Support professional with extensive experience in the Ride-hailing industry. I am a solid team player with an outgoing, positive demeanor and proven skills in establishing and maintaining rapport with clients.
Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization.
Articulate and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
With knowledge of the following tools: Zendesk, Microsoft Suite & Google Suite, Confluence, Jira, Slack.
Overview
6
6
years of professional experience
5
5
Certifications
Work History
SENIOR CUSTOMER SUPPORT SPECIALIST-SAFETY
BOLT.EU Nigeria
09.2021 - Current
- Respond to reports about Safety issues via Zendesk, Phone calls, social media,in-person support and other channels.
- Analyzed an average of 120 tickets weekly to establish trends in safety reports.
- Investigate data on safety reports across 6 countries( East & West Africa) to identify trends and eliminate or reduce safety incident before they materialize.
- Maintain customer safety and experience by ensuring an average first response time (FRT) of 1 hour to queries, while keeping total resolution time (TRT) under 6 hours.
- Conducted thorough property investigations to identify and classify damages for customers' claims.
- Collected and tracked evidence in support of legal processes to resolve safety issues.
- Liaise with the legal and support team to maintain optimum levels of communication to effectively and efficiently complete projects
- Created detailed incident reports regarding safety cases for stakeholders, legal, and press team.
CUSTOMER SUPPORT SPECIALIST
BOLT.EU Nigeria
06.2019 - 08.2021
- Resolved a high volume of customer contacts through various support modalities which may include inbound and outbound calls, in-person support, email(Zendesk)
- Investigated case details to determine the root cause of issues and navigate ambiguity in fringe one-off issues to deliver exceptional outcomes
- Provided coaching to new team members to ensure efficiency and quality of response for first-touch customer interactions, also supported and trained Outsourced Agents
- Completed thorough documentation and notation on customer contacts and trends and provided feedback to leadership and teams regarding processes and trends
- Provide quality support to all Bolt's users and help them get the most out of the app and carried out weekly quality checks on Outsourced Agent's tickets
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Spearheaded weekly team meetings to identify, discuss, and complete projects,initiate process improvement ideas and product features.
MARKETING EXECUTIVE
De'Agape Regency Hotel
01.2019 - 03.2019
- Defined and proposed marketing strategies and tactics to ensure sales targets are met and surpassed and developed a working process for effective marketing and closing of business opportunities
- Was responsible for the relationship management process and analyzing clients' feedback data to determine customer satisfaction
- Developed and implemented marketing campaigns, wrote and proofread creative copies, and managed social media campaigns
- Maintained the company website and updated the customer database using the customer relationship management (CRM) system.
ADMINISTRATIVE ASSISTANT
Clover Nigeria Limited
09.2016 - 12.2018
- Assisted with daily operations, compiled and updated employee records, created and completed leave roaster forms and other personnel action forms
- Filed paperwork, sorted and delivered mail, documented human resources records and maintained the confidentiality of sensitive personal information
- Communicated with customers, employees, and other individuals to answer questions, disseminate, or explain information, take orders, and address complaints
- Answered telephones, direct calls, and took messages and reviewed files, records, and other documents to obtain information to respond to requests
- Maintained and updated filing, inventory, mailing, and database systems, either manually or using a computer
- Completed work schedules, managed calendars, arranged appointments and made travel arrangements for office personnel.
Education
B.Sc. - Communication and Media Studies
AJAYI CROWTHER UNIVERSITY
Oyo,NigeriaSkills
50 WPM Typist
Accomplishments
-Received an award from the Senior Team Lead and Regional Manager Bolt West Africa; celebrating me for being the top agent who consistently assisted Outsourced agents to improve Support quality and timely resolution on the Escalations queue in 2020.
- Nominated by the office team for the position of team's Mountain Mover in offering optimum support on all channels.
- Worked on a project to identify unsafe areas, liaised with the product team to enable drivers to get notified when in such areas. This project reduced safety incident faced by riders/drivers in Nigeria and Ghana.
Certification
Occupational Health and Safety Management
Software
Google Drive(Sheet,Document,Forms and Slides)
Conference Calling(Zoom, Skype, Google Meet))
Zendesk
Service Desk
Jira
Trello
Looker
Timeline
SENIOR CUSTOMER SUPPORT SPECIALIST-SAFETY
BOLT.EU Nigeria
09.2021 - Current
CUSTOMER SUPPORT SPECIALIST
BOLT.EU Nigeria
06.2019 - 08.2021
Advanced Microsoft Office and Management
03-2019
MARKETING EXECUTIVE
De'Agape Regency Hotel
01.2019 - 03.2019
Occupational Health and Safety Management
07-2017
Project Management
07-2017
Customer Relationship Management
07-2017
Human Resource Management
06-2017
ADMINISTRATIVE ASSISTANT
Clover Nigeria Limited
09.2016 - 12.2018
B.Sc. - Communication and Media Studies
AJAYI CROWTHER UNIVERSITY
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