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
Administrative support
Analytical Skills
Staff education and training
Creative problem solving
Complaint resolution
Report preparation
Working with minimal supervision
Critical Thinking
Collaboration and problem-solving skills
Excellent organization and multitasking
Adequate time management
Active listening skills
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 -