Fortune Chibueze Opara

Customer support Specialist

CTDI

Nov 2024 - Current (1 year 6 months)

Provide timely responses via multiple communication channels (phone, email, chat, and social media). Collaborate with internal teams (e.g., sales, technical support) to ensure quick resolution. Update and manage customer profiles, purchase history, and service requests in the CRM system. Suggest relevant products or services based on customer history Efficiency in Zendesk for handling customer support tickets and live chat. Generate CRM reports to track customer service performance.

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Customer Support Agent.

LiftMedia (Remotely

Nov 2022 - Oct 2024 (2 years)

• Responded promptly to customer inquiries via email, chat, and phone, ensuring a positive experience for all clients. • Resolved an average of 50+ customer tickets daily, maintaining a 95% satisfaction rating. • Identified and escalated technical issues to appropriate departments, reducing resolution time by 20%. • Assisted customers with product onboarding and troubleshooting, resulting in improved user retention. • Documented customer interactions and updates in CRM tools to ensure seamless communication across teams. • Engaged with customers to provide solutions and, in some cases, upsell or cross-sell relevant services, contributing to outbound sales efforts. • Proactively reached out to clients for feedback, follow-ups, an

Customer Sales Support

Oura

Nov 2021 - Sep 2022 (11 months)

• Supported the sales team by managing inquiries, processing orders, and providing detailed product information. • Coordinated with internal departments to ensure timely delivery of customer orders. • Enhanced customer satisfaction by resolving issues related to product availability and service delivery. • Collaborated with the marketing team to gather customer feedback and improve service strategies. • Utilized video-based communication tools, including Loom, to provide visual demonstrations and guides for troubleshooting and resolving customer issues efficiently, thereby improving the overall customer experience. • Employed copywriting skills to draft response templates, knowledge base articles, and FAQs, facilitating clear and

Customer support Analyst

MTN

Apr 2018 - Aug 2021 (3 years 5 months)

- Provided timely responses via multiple communication channels (phone, email, chat, and social media) to ensure customer satisfaction and effective issue resolution. - Collaborated with internal teams (e.g., sales, technical support) to facilitate quick resolutions and enhance the overall customer experience. - Updated and managed customer profiles, purchase history, and service requests in the CRM system, ensuring accurate and up-to-date information. - Suggested relevant products or services based on customer history, contributing to upselling and cross-selling efforts. - Demonstrated efficiency in Zendesk for handling customer support tickets and live chat, optimizing response times and service quality. - Generated CRM reports to tr

Fortune Chibueze Opara

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