CRM tools
Mary Abraham
Customer Experience Executive {Support}
Lagos
Summary
- Successful Customer Experience Executive with 4 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability.
- Diligent Customer service Executive with experience managing phone, online and consultative communications with customers. Proactively identified business opportunities and built strong relationships with current and prospective customers to achieve Result. Consistently exceeded customer support and service expectations by resolving issues quickly.
- Accomplished operations management professional bringing over Four years of experience and advanced abilities in team building and workflow improvements. Innovative and analytical with excellent project management skills.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Customer Experience Executive (Support)
ZEgamimg Nigeria Limited
Lagos
02.2023 - Current
- Respond to customer queries in a timely and accurate way, via phone, email or chat.
- Identify customer needs and help customers use specific features.
- Analyze and report product malfunctions. (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers.
- Monitor customer complaints on social media and reach out to provide assistance.
- Share feature requests and effective workarounds with team members.
- Inform customers about new features and functionalities.
- Follow up with customers to ensure their technical issues are resolved.
- Gather customer feedback and share with our Product, Sales and Marketing teams.
- Assist in training junior Customer Support Representatives.
- Built customer confidence by actively listening to concerns and giving resolutions.
Customer Support Executive
United Bank For Africa
Lagos
12.2019 - 01.2023
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Monitored phone, fax and electronic database systems for incoming customer inquiries.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Enhanced department structure and workflows to increase coverage and team efficiency in face of dynamic demands.
- Described product and service details to customers to provide information on benefits and advantages.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.
- Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction.
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Education
Bachelor of Science - Computer Science
Ajayi Crowther University
Nigeria 04.2022 - Current
Associate of Science - Computer Technology
Yaba College of Technology
Nigeria 09.2015 - 09.2018
Skills
Analytical problem solver
Sales Reporting
Coaching and mentoring
Creative problem solving
Service standard compliance
CRM
Complaint resolution
Product knowledge
Customer Relationship Management
Verbal and written communication
Quality assurance
Accomplishments
- Resolved product issue through consumer testing.
- Awarded the Staff of the Month for exceeding the expectation of both the Customers and the Management.
Software
Certification
Achieving Maximum Customer Satisfaction
Timeline
Customer Experience Executive (Support)
ZEgamimg Nigeria Limited
02.2023 - Current
Achieving Maximum Customer Satisfaction
12-2022
Code of Professional Conduct & Ethics
12-2022
Bachelor of Science - Computer Science
Ajayi Crowther University
04.2022 - Current
Customer Support Executive
United Bank For Africa
12.2019 - 01.2023
FITC
10-2019
Associate of Science - Computer Technology
Yaba College of Technology
09.2015 - 09.2018