Ekunife Gift Wise

Ekunife Gift Wise

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Customer Experience Support Specialist | Remote Support Expert | SaaS & Tech Support | Empathetic Problem Solver | Open to Global Opportunities
Ikeja, Lagos, Nigeria

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Résumé

Jobs verified_user 0% verified
  • Empowerment Technologies Inc
    Customer Experience Support Specialist
    Empowerment Technologies Inc
    Sep 2024 - Current (2 years 2 months)
    ● Serve as the initial touchpoint for customer inquiries via phone, email, and live chat, ensuring prompt and professional support.

    ● Efficiently handle and resolve customer complaints, providing clear communication and follow-ups to maintain high satisfaction levels.

    ● Assist customers with technical issues related to the company’s innovative security and baby safety products, escalating complex cases as needed.

    ● Maintain comprehensive product knowledge to offer accurate support, setup guidance, and troubleshooting tips.
  • Sunday
    Email and Chat Support Specialist
    Sunday
    Jan 2024 - Aug 2024 (8 months)
    ● Delivered exceptional email and live chat support to over 150 customers daily, maintaining a 98% satisfaction rate.
    ● Assisted customers with technical troubleshooting, product inquiries, and subscription management for lawn care solutions.
    ● Identified and escalated recurring issues to the product and development teams, contributing to a 15% reduction in support tickets.
    ● Created detailed and user-friendly support documentation to improve response time and empower self-service solutions for customers.
    ● Collaborated with the marketing and product teams to test and provide feedback on new product features.
  • R
    Customer Support Specialist
    Red Couch Limited
    Jan 2023 - Jan 2024 (1 year 1 month)
    ● Delivered top-tier customer Support to about 100 clients daily.
    ● Troubleshot and resolved complex issues with consumer electronic devices, reducing
    escalations by 20%.
    ● Leveraged CRM tools like Gladly to document client interactions and analyze customer
    behavior trends.
    ● Collaborated with cross-functional teams to improve internal processes and enhance
    service delivery.
  • MultiChoice Group
    Customer Service Representative
    MultiChoice Group
    May 2021 - Nov 2022 (1 year 7 months)
    ● Managed high volumes of customer inquiries daily, achieving a 90% customer satisfaction rate.
    ● Mentored new hires on best practices for customer interactions and issue resolution.
    ● Implemented customer feedback loops, identifying and addressing recurring issues to
    enhance service delivery.
    ● Resolved escalations promptly, ensuring customer loyalty and retention.
Education verified_user 0% verified
  • L
    Bachelor of Science - BS, Educational Psychology
    Lagos State University of Education
    Jan 2017 - Jun 2021 (4 years 6 months)