Microsoft Office
SAMUEL TOCHUKWU EBENIRO
Customer Support Executive
Owerri,,Imo
Summary
Personable Customer Support Executive offering over 4 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
8
8
years of professional experience
1
1
Certification
4
4
Languages
Work History
Senior Customer Support Analyst
Sama
2021.01 - 2023.05
- Used market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of client's community of users
- Streamlined communication channels between departments for quicker resolution of interdepartmental queries affecting client accounts.
- Recognized trends and patterns, and escalated issues outside the company policy to the global team using Tableau and SRT
- Investigated and resolved issues that were reported on client’s platform using SRT and GRT
- Identified areas for development using SRT, Tableau and Google sheet to ensure continuous improvement by over 40%.
Customer Service Support Associate
ISON BPO International Ltd
2017.12 - 2019.12
- Responded to customer's inquiries, requests, and complaints effectively using CRM and AVAYA
- Created customer database to monitor and track all customer issues and resolutions using CRM
- Monitored and maintained performance using CRM and Tableau
- Served as a support staff by mentoring new intakes.
- Built and maintained strong customer relationships, resulting in over 20% increase in customer retention.
Monitoring and Evaluation Officer (Volunteer)
Marben Foundation
2016.01 - 2017.12
- Lead knowledge management activities, knowledge sharing and learning workshops for over 20 internal staff and external partners its associated processes/procedures, and project implementation such as the Back to school project
- Collected and managed data using Excel and Tableau
- Streamlined reporting procedures for improved efficiency and information dissemination.
Field Officer
World Health Organisation
2015.04 - 2015.05
- Collected and managed data for the 2015 immunization program using Excel
- Performed other related responsibilities as tasked by my supervisor.
Education
Master of Science - Forest Biometrics And Remote Sensing
University of Ibadan
Ibadan, Nigeria01.2017
Bachelor of Science - Forestry And Wildlife
University of Maiduguri
Maiduguri, Nigeria01.2013
Skills
- Effective time management and organizational skills
- Proficient in CRM software and Microsoft Office Suite
- Strong problem solving and decision-making skills
- Ability to write reports and proposals
- Good verbal and written skills
- Ability to handle irate customers and diffuse tense situations
- Analytical skills: Proficient in analytical tools such as MS Office, Tableau, and Power BI
Certification
- Global Leadership & Personal Development, Arizona State University - 2022
- Cybersecurity Awareness Training: Sama, Kenya - 2022
- SQL; Data Reporting and Analysis - 2021
- Customer Service: Serving Customers Through Chat and Text, LinkedIn Learning - 2021
- MTN how may I help you training; Ison bpo Internationals, MTN process, Ibadan - 2017
- Project Management Professional; New horizons Computer Learning Center Ibadan - 2016
References
Available on request
Timeline
Senior Customer Support Analyst
Sama
2021.01 - 2023.05
Customer Service Support Associate
ISON BPO International Ltd
2017.12 - 2019.12
Monitoring and Evaluation Officer (Volunteer)
Marben Foundation
2016.01 - 2017.12
Field Officer
World Health Organisation
2015.04 - 2015.05
Master of Science - Forest Biometrics And Remote Sensing
University of Ibadan
Bachelor of Science - Forestry And Wildlife
University of Maiduguri
- Global Leadership & Personal Development, Arizona State University - 2022
- Cybersecurity Awareness Training: Sama, Kenya - 2022
- SQL; Data Reporting and Analysis - 2021
- Customer Service: Serving Customers Through Chat and Text, LinkedIn Learning - 2021
- MTN how may I help you training; Ison bpo Internationals, MTN process, Ibadan - 2017
- Project Management Professional; New horizons Computer Learning Center Ibadan - 2016
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Statistica
CRM
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
On-SiteRemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementTeam Building / Company RetreatsWork from home optionPersonal development programsFlexible work hoursInterests
Reading
Research
Traveling
Team Building
Volunteering
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