Microsoft Office Suite
HENRY EZE
CUSTOMER EXPERIENCE
Lagos
Summary
A dedicated Customer Support Representative with top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
Passionate about maintaining customer satisfaction and contributing 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
2
2
Certifications
Work History
CUSTOMER SUPPORT SPECIALIST
RIDA.NG
LAGOS
09.2021 - Current
- 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 large volume of customers every day with 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, email (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,initiate 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.
- Utilized customer service software to manage interactions and track customer satisfaction.
SOCIAL MEDIA MANAGER
RCCG REGION 11, HEADQUARTERS.
LAGOS
02.2021 - 08.2021
- Analyzed and reported social media and online marketing campaign results.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Increased audience engagement through social media.
- Suggested and implemented new features to develop brand awareness.
- Developed and managed content calendars for each platform to establish timely and relevant posts.
- Developed and implemented tracking systems to measure results of posts and campaigns.
- Cultivated strong corporate image and identity with clear branding.
- Developed marketing content such as blogs, promotional materials, and advertisements for social media.
- Managed editorial calendars and rescheduled PR events and meetings.
HUMAN RESOURCE ASSISTANT
STRATEGIC OUTSOURCING LIMITED
Lagos
10.2019 - 12.2020
- Organized new employee orientation schedules for new hires.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Answered and redirected incoming phone calls for office.
- Applied mediation and collaboration to successfully resolve employee complaints and grievances.
- Coordinated itineraries and scheduled appointments for human resources staff.
- Participated in job fairs to recruit new talent.
- Updated and maintained employee attendance records.
MARKETING SPECIALIST
D'AGAPE REGENCY HOTEL
Abuja
01.2017 - 08.2019
- Monitored trends in social media, industry, and competitive landscape to create new material.
- Identified appropriate marketing channels and target customers for campaigns.
- Maximized advertising efforts by developing content for media relations, corporate communications, and social media posts.
- Planned marketing initiatives and leveraged referral networks to promote business development.
- Met with vendors to assess products, inquire about services and negotiate pricing.
- Onboarded new team members and coached personnel in marketing tasks.
- Updated social media platforms with latest news and corporate details.
Education
Bachelor of Arts - Business Management
University of The People
United States Of America 04.2001 -
Skills
50 WPM Typist
Software
Google Drive(Sheet,Document,Forms and Slides)
Conference Calling(Zoom, Skype, Google Meet)
Jira
Zendesk
Figma
Adobe Suite
AutoDesk
Looker
Certification
Customer Relationship Management
Timeline
Project Management
03-2023
Customer Relationship Management
07-2022
CUSTOMER SUPPORT SPECIALIST
RIDA.NG
09.2021 - Current
SOCIAL MEDIA MANAGER
RCCG REGION 11, HEADQUARTERS.
02.2021 - 08.2021
HUMAN RESOURCE ASSISTANT
STRATEGIC OUTSOURCING LIMITED
10.2019 - 12.2020
MARKETING SPECIALIST
D'AGAPE REGENCY HOTEL
01.2017 - 08.2019
Bachelor of Arts - Business Management
University of The People
04.2001 -
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