Zendesk
Henry Chukwuma Eze
Customer Experience
Lagos
Summary
A dedicated Customer Support Professional with a background in the Fin-Tech and Human Resource sectors. Possesses excellent oral and written communication skills, coupled with active listening and analytical problem-solving abilities. Committed to ensuring outstanding customer satisfaction and contributing to overall company success. Demonstrates a results-oriented approach, genuine enthusiasm for relationship-building, and a focus on driving business growth. Proficient in optimizing processes for both quality and speed. With a commitment to excellence, I actively seek opportunities for process improvement to deliver exceptional support services that surpass customer expectations.
Skilled in utilizing a variety of tools, including Zendesk, Microsoft Suite, Google Suite, Confluence, Jira, and Slack.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
L1 CUSTOMER SUPPORT SPECIALIST
Deel
03.2024 - Current
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Served as a subject matter expert on specific products or services, providing high-level support to both customers and fellow team members.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
CUSTOMER SUPPORT SPECIALIST (PAYROLL)
Rida
09.2020 - 02.2024
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections
- Provided primary customer support to internal and external customers
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction
- Resolved over 40 queries/ customer contacts through various support modalities which may include inbound and outbound calls, in-person support, emails, and live chat( Zendesk)
- 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, and Initiated process improvement ideas and product features
- Handled customer inquiries and suggestions courteously and professionally
- Tracked customer service cases and updated service software with customer information.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Managed payroll data entry and processing for company employees to comply with predetermined company guidelines.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Assisted management in developing and tracking payroll budgets.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
CUSTOMER SUCCESS SPECIALIST
Dukiya
08.2019 - 08.2020
- Addressed customer inquiries and concerns via multiple communication channels, including email, phone, and live chat.
- Successfully tackled customer problems by delivering technical assistance and proficient troubleshooting.
- Managed customer support tickets efficiently through the Zendesk platform.
- Collaborated closely with cross-functional teams to proactively resolve customer issues and enhance overall customer contentment.
- Logged customer interactions and furnished feedback to management for continual improvement of customer support processes.
- Attained a remarkable 98% customer satisfaction rate, showcasing exceptional communication and issue-solving competencies.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
PAYMENT OPERATIONS SUPPORT SPECIALIST
Bolt
04.2018 - 07.2019
- Created and maintained well-organized electronic and hard copy files to support business processes
- Collaborated with the operations team to provide excellent customer service and foster a positive work environment
- Analyzed and evaluated operational issues and determined cost-effective solutions
- Performed administrative duties and prepared operational procedures to assist the operations support manager
- Complied with systems procedures, business processes, and company policies to promote workplace safety and quality
- Coordinated with vendors, customers, and internal departments to understand monitor, and communicate changes to workflows
- Participated in operations team meetings to coordinate and assign project management tasks
- Collected, arranged, and inputted information into a database system
- Evaluated customer needs and feedback to drive product and service improvements
- Observed packing operations to verify conformance to specifications
- Maintained database systems to track and analyze operational data
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Generated reports detailing findings and recommendations.
HUMAN RESOURCE ASSISTANT
Strategic Outsourcing Limited
08.2017 - 02.2018
- Managed the scheduling of new employee orientation programs for incoming hires
- Handled paperwork, sorted and distributed mail, and upheld office organization
- Provided welcoming support to prospective employees during the interview and hiring procedures
- Fielded and directed incoming phone calls to the appropriate office personnel
- Applied mediation and collaborative techniques to effectively address and resolve employee complaints and grievances
- Orchestrated HR staff itineraries and arranged appointments seamlessly
- Engaged in job fairs to actively attract new talent
- Regularly updated and meticulously maintained employee attendance records.
Education
University of The People
Skills
60 WPM Typist
Active Listening
Professional Telephone DemeanorCreative Problem Solving
Data Analysis
Certification
Customer Relationship Management
Software
Jira(Service Desk)
Notion
Google Suite
Microsoft Office Suite
Google Suite Tools
Timeline
L1 CUSTOMER SUPPORT SPECIALIST
Deel
03.2024 - Current
CUSTOMER SUPPORT SPECIALIST (PAYROLL)
Rida
09.2020 - 02.2024
CUSTOMER SUCCESS SPECIALIST
Dukiya
08.2019 - 08.2020
PAYMENT OPERATIONS SUPPORT SPECIALIST
Bolt
04.2018 - 07.2019
HUMAN RESOURCE ASSISTANT
Strategic Outsourcing Limited
08.2017 - 02.2018
University of The People