Summary
Overview
Work History
Education
Skills
Certification
Software
Timeline
Generic

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

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Certification

Customer Relationship Management

Software

Zendesk

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

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