Zendex
John Paulson
Customer Service Representative
Kaduna, Kaduna State,KD
Summary
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Kolab
05.2024 - Current
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Chat Support Representative
Arteesans NG
08.2022 - 02.2024
- Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
- Collaborated with other departments, such as Sales and Technical Support, to ensure seamless customer service experiences.
Customer Service Representative
Globacom Telecommunication
06.2020 - 04.2022
- Resolved customer complaints with empathy, resulting in increased loyalty.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Certificate in Customer Relationship Management - Customer Relationship Management
Udemy
Online 05.2001 -
Bachelor of Science - Computer Science
Kaduna State University
Kaduna, Kaduna State, Nigeria 05.2001 -
Skills
Active listening
Customer service excellence
Time management
Customer relationship management (CRM)
Live chat support
Ticket management
Problem-solving
Customer response
Call center experience
Help desk support
Salesforce
CRM software
Team collaboration
Data entry
Email management
Excellent communication
Time management abilities
Microsoft windows and office
Multitasking
Incoming call management
Software
Jira
Slack
Microsoft Teams
Trello
Certification
Certified frontend engr, Udemy - 2016 - 2018
Gaming
I only play games when I feel Stress and want to ease up tension, I'm not an always gaming person , it only happens occasionally.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Support Specialist
Kolab
05.2024 - Current
Chat Support Representative
Arteesans NG
08.2022 - 02.2024
Customer Service Representative
Globacom Telecommunication
06.2020 - 04.2022
Certificate in Customer Relationship Management - Customer Relationship Management
Udemy
05.2001 -
Bachelor of Science - Computer Science
Kaduna State University
05.2001 -