Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Timeline
Esther C. Ngozika

Esther C. Ngozika

Lagos

Summary

I am an experienced user support manager with over 5 years of experience and a proven track record of developing and implementing effective support processes and procedures that result in increased efficiency and customer satisfaction. I am skilled in managing and developing teams, analyzing customer feedback, and resolving complex issues. My strong communication skills, analytical skills, and problem-solving skills make me an asset to any team. I am committed to delivering exceptional customer service and ensuring that my team performs at the highest level. I am now looking for new and exciting opportunities to apply my skills and experience to a new challenge.

Overview

14
14
years of professional experience
1
1
Certification

Work History

User Support Manager( Africa)

Boomplay Music
06.2022 - Current
  • Led a team of 5 support specialists, providing guidance and training to ensure consistent delivery of exceptional customer service.
  • Developed and implemented new support processes and procedures, resulting in a 40% increase in efficiency and a 60% reduction in response times.
  • Coordinated with cross-functional teams to develop and launch new products and features, ensuring that support processes and procedures were in place to handle any related issues.
  • Conducted regular performance evaluations and provided feedback to team members, resulting in a 65% increase in employee engagement and retention.
  • Analyzed support metrics and implemented data-driven improvements to increase team productivity and effectiveness.
  • Developed and maintained a knowledge base for support issues, resulting in a 50% reduction in resolution times and an increase in first-call resolution rates.
  • Facilitated training sessions for new hires and ongoing training for existing team members, ensuring that all support specialists were up-to-date on product knowledge and support procedures.

Customer Support Executive

Boomplay Music
06.2020 - Current


  • Reduced churn and increased annual subscription renewals, maximizing customer’s success with company products.
  • Devolved processes and systems to ensure customer satisfaction with Boomplay
  • Promptly responded to 50+ customer inquiries in person or via phone, email, mail, or social media.
  • Focused on partnering with customers to ensure increased skills are obtained.
  • Maintain financial accounts by processing customer adjustments timely and professionally.
  • Increased customer base by 30% during year 2021 due to delivery of quick service.
  • Trained 4 new employees during period of company expansion to ensure attention to detail and adherence to company policy.
  • Developed new filing and organizational practices, saving company $2,000 per year in contracted labor expenses.
  • Knowledge and in depth understanding of company's offerings, products, and services, including working with other teams(product, sales, marketing, engineering) to stay ahead of customers' complaints
  • Compiled weekly report on customer complaints, feedback and suggestions from all channel for management use
  • Owned outcomes for each customer interaction by effectively documenting, tracking and navigating requests from inception through completion.

Adminstrative Coordinator

Connect Rural Africa
06.2018 - 08.2020


  • Managed customer relationships, guided strategic planning sessions, facilitated volunteer training, and led proactive check-ins and business reviews
  • Typed documents such as correspondence, drafts, memos, and emails, and prepared 3 reports weekly
  • Arranged appointments and ensured executives arrived at meetings with clients on time
  • Organized and coordinated preparation of correspondence, data, and drafting materials for presentations and reports
  • Defined project scope, goals and deliverables that support organization's goals in collaboration with senior management and stakeholders
  • Coordinated projects involving teams of up to 15 including hotel employees, temporary staff and sponsors
  • Evaluated strengths of team members and assessed and assigned to each member according to their team

Customer Service Representative

MTN Franschise
06.2009 - 08.2017
  • Developed and improved capabilities of sales representative team over course of two years
  • Received 97% satisfaction rating from customers after completed phone or video calls
  • Exhibited strong organizational, managerial, and personal skills to successfully communicate and negotiate with internal and external customers
  • Manage customer relationships and become trusted advisor to customers
  • Worked to ensure customer satisfaction with product by anticipating customer needs, understanding overall vision of their company, and helping stakeholders achieve success through platform
  • Kept records of customer interactions, processed customer accounts, and file documents
  • Collaborated with team to quickly resolve customer complaints with appropriate action
  • Opened, sorted, and distributed incoming messages and correspondence
  • Purchased and maintained office supply inventories while being careful to adhere to budgeting practices
  • Effectively managed approximately 100 incoming calls daily.

Education

Bachelor of Science - Information Technology

National Open University of Nigeria, Lagos, Nigeria
03.2018

Skills

  • Customer service skills
  • Excellent written and spoken communication skills
  • Analytical Skills
  • Technical Skills; Experienced with troubleshooting technical issues
  • Problem-solving skills
  • Project Management
  • Digital marketing; inbound marketing

Certification

  • Digital Marketing Certification-Hubspot Academy(May 2023- June 2024)
  • Success Coaching CCSM Level 1 (2022)
  • Diploma in Project Management, Alison(November 2021)
  • Customer Service Foundations, LinkedIn (March 2022)
  • Introduction to data analytics, Simplilearn (June 2022)



Accomplishments

  • Successfully implemented a new customer service system that reduced response times by 50% and increased customer satisfaction rates by 25%.
  • Developed and executed a training program for new customer service representatives that improved their performance metrics by 30% within the first quarter.
  • Led a team of customer service representatives that consistently met and exceeded performance targets, resulting in a 20% increase in customer retention rates over the course of one year.
  • Received one of two awards given in a corporation of 1000+ employees.
  • Recognized for outstanding performance using operational management system

Languages

English
Proficient
C2

Timeline

User Support Manager( Africa) - Boomplay Music
06.2022 - Current
Customer Support Executive - Boomplay Music
06.2020 - Current
Adminstrative Coordinator - Connect Rural Africa
06.2018 - 08.2020
Customer Service Representative - MTN Franschise
06.2009 - 08.2017
National Open University of Nigeria - Bachelor of Science, Information Technology

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Esther C. Ngozika