ONOME SYLVIA AKATUNU
Lagos,LA
Summary
Senior Customer Support Specialist with expertise in CRM software and technical troubleshooting. Demonstrated ability to enhance customer satisfaction through effective communication and process optimization. Proven success in resolving complex issues and improving service delivery.
Overview
7
7
years of professional experience
Work History
Senior Customer Support Specialist
Konga.com
10.2019 - 10.2025
- Resolved complex issues to enhance customer satisfaction and loyalty.
- Assisted customers with inquiries and product information.
- Collaborated with team members to enhance service delivery.
- Maintained knowledge of products and services for effective support.
- Provided feedback to management on common customer concerns.
- Participated in training sessions to improve service skills.
Customer Support Specialist
Konga.com
10.2018 - 10.2019
- Provided timely support to customers via phone and email channels.
- Resolved customer inquiries using company knowledge base and resources.
- Documented customer interactions in the CRM system accurately.
- Trained new staff on customer service protocols and software tools.
- Engaged with cross-functional teams to enhance overall customer experience initiatives.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
Education
Bachelor of Science - Petrochemical Technology
UNIVERSITY OF PORTHARCOURT
PORTHARCOURT, NIGERIA04-2015
Skills
- CRM software
- Technical troubleshooting
- Process improvement
- Knowledge management
- Customer relationship management
- Quality assurance
- Email communication
- Time management
- Appointment scheduling
- SLA compliance
- Data entry
- Customer engagement
- Sales support
Timeline
Senior Customer Support Specialist
Konga.com
10.2019 - 10.2025
Customer Support Specialist
Konga.com
10.2018 - 10.2019
Bachelor of Science - Petrochemical Technology
UNIVERSITY OF PORTHARCOURT