Frontend Web development with HTML and CSS
Ifeoma Deborah Babundo
Customer Support Manager/Analyst
Ikeja,Lagos
Summary
I am a skilled customer support analyst with broad base experience in technical support and social media management. I have expertise in working to resolve customer problems and delivering high level of customer satisfaction.
I have a proven record of increasing "user direct messaging" metrics by 45% and ensuring the success of users by making sure they are using the products to the maximum capabilities.
I am passionate about making sure my customers get the best experience out of every interaction we get. I have experience using support tools like Zendesk,Salesforce,Hubspot and Intercom. I love technologies so I am able to learn and dissect tools.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
2
2
Certificates
2
2
Languages
Work History
Customer Support Manager/Analyst
Qwoted
New York
06.2022 - Current
- Employed comprehensive user health check tactics to establish and monitor user satisfaction.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Monitored and reported metrics and developed actionable insights to improve and ensure KPIs are met.
- Improved KPI by 45% by employing "know your user" strategy in 2 months.
- Identified request and pitches trends to improve efficiency, reduce low pitch intelligence and suggest solutions to upper management.
- Generated users pitches and request reports to facilitate continuous improved user experience.
- Assessed reports, monitored request and analyzed users feedback to identify process improvement opportunities.
- Contributed in support processes by writing useful FAQs and response templates.
User Data Analyst
Prudent
Lagos
01.2022 - Current
- Collected,cleaned and analyzed product improvement-specific data.
- Identified issues, analyzed information and provided solutions to problems through research and data.
- Created and conducted surveys to get feedback used in improving the product.
- Led projects and analyzed data to identify opportunities for user satisfaction improvement.
Customer Support Agent (Social Media)
Oxford International Group
Lagos
08.2020 - 08.2022
- Worked with the graphic designer and social media manager in creating content that is suitable for customer marketing.
- Ensured first contact resolution when dealing with internal and external customers so as to allow for great customer feedback.
- Increased customer retention and company’s productivity by 15%.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
L1 Technical Support Engineer
Trilogy ESW Capital
01.2021 - 06.2022
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Resolved complex customer problems that the AI was unable to resolve by analyzing customer’s data, old tickets and performing root cause analysis and general troubleshooting.
- Collaborated with the billing and sales department, by resolving support related sales and billing issues.
- Collaborated with product and features development team in improving the quality of the product by collecting and analyzing customer's feedback.
Tech Success Representative
Infinity Inc
Belgrade
10.2021 - 12.2021
- Collaborated with the marketing team, in order to improve user experience whilst generating feedback needed in improving the quality of the tool.
- Created demo videos and calls with customers, in order to help them maximize the use of the tool.
- Responded to customers queries, payment issues and inquiries via chat and email.
- Contributed in support processes by writing useful FAQ and knowledge bases.
Data Entry Clerk
Market Research Consultancy
Lagos
07.2016 - 09.2017
- Scanned documents and saved them in databases to keep records of essential organizational information and reviewed completed work for compliance with regulations.
- Outlined appropriate processes and procedures to fulfill and complete inquiries whilst identifying data entry errors and reported to the necessary departments.
- Made use of database and spreadsheet in entering and cleaning data so as to prepare the data collected for use.
Education
Bachelor of Science - Sociology
Lagos State University
Lagos, Nigeria 02.2016 - 02.2020
Skills
User support analysis
undefinedAccomplishments
- Supervised team of 3 staff members.
- Improved KPI by 45% through effectively helping with user health check.
Software
Data analysis with python
Certification
Customer Relationship Management
Interests
Writing
Social Media Management
Analytics
Additional Information
You can find some of my work and project here:
Blog:
- https://lifeandviolets.blogspot.com/
Analytics and Reporting:
- debbybabundo.medium.com
- github.com/debbybabundo
- https://docs.google.com/spreadsheets/d/1CTnyeJXeCCmva420kd6zP1USYHsUFZFGTeiY78sRMBI/edit#gid=1331291884
- https://docs.google.com/spreadsheets/u/0/d/1bDKunRemJQa4bWDF4OIwISlizAReCpo39xpbrV5ctX8/htmlview#
Timeline
Customer Support Manager/Analyst
Qwoted
06.2022 - Current
User Data Analyst
Prudent
01.2022 - Current
Tech Success Representative
Infinity Inc
10.2021 - 12.2021
L1 Technical Support Engineer
Trilogy ESW Capital
01.2021 - 06.2022
Customer Support Agent (Social Media)
Oxford International Group
08.2020 - 08.2022
Data Entry Clerk
Market Research Consultancy
07.2016 - 09.2017
Bachelor of Science - Sociology
Lagos State University
02.2016 - 02.2020
Similar Profiles
CHUKWUMA DANIEL PHILIPCHUKWUMA DANIEL PHILIP
Media Outreach Freelancer at QwotedMedia Outreach Freelancer at Qwoted
GENEVIEVE UBOHGENEVIEVE UBOH
Investment Advisor at Elan Orris LimitedInvestment Advisor at Elan Orris Limited
Shola DaviesShola Davies
Senior media buyer at Janis HealthcareSenior media buyer at Janis Healthcare