OSAZUWA INNEH
Kildare,KE
Summary
Professional customer service expert with proven ability to deliver results and exceed expectations. Adept at resolving issues, enhancing customer satisfaction, and building strong relationships. Strong focus on team collaboration, adaptability, and communication. Skilled in problem-solving, active listening, and multi-tasking.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Advisor
APOCA Parking
Dublin, Ireland (Remote)
07.2023 - Current
- Assisted customers with inquiries and product information to enhance satisfaction.
- Leveraged CRM tools to track customer interactions, ensuring seamless communication across multiple channels.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Educated customers about billing, payment processing and support policies and procedures.
- Resolved customer complaints efficiently through active listening and problem-solving techniques.
- Collaborated with team members to maintain a positive work environment and improve service quality.
- Utilized customer service software to log interactions and track issues for prompt resolution.
Technical Support Representative
MTN Group
Lagos, Nigeria
07.2020 - 04.2023
- Resolved technical issues for customers via phone and email support.
- Provided training and guidance to new team members on troubleshooting techniques.
- Documented customer interactions using ticketing system for tracking and follow-up.
- Collaborated with engineering teams to escalate unresolved software bugs efficiently.
- Conducted product demonstrations to educate users on features and functionalities.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Customer Service Representative
Access Holdings
Lagos, Nigeria
03.2018 - 04.2020
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Collaborated with team members to streamline communication processes, improving response times.
- Assisted in training new representatives on best practices and company policies.
- Managed customer feedback channels to identify trends and recommend service improvements.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor of Science - Software Engineering
IPMC College of Technology
Ghana06-2020
Skills
- Customer relations
- Team collaboration
- Call center operations
- KPI monitoring
- CRM software
- Account management
- Customer service excellence
- Complaint handling
- Live chat support
- Microsoft Excel
- Documentation
- Microsoft outlook
Certification
- CompTIA A+
- CompTIA Network+
- Microsoft Certified: Azure Fundamentals
- CompTIA Security+
Timeline
Customer Service Advisor
APOCA Parking
07.2023 - Current
Technical Support Representative
MTN Group
07.2020 - 04.2023
Customer Service Representative
Access Holdings
03.2018 - 04.2020
Bachelor of Science - Software Engineering
IPMC College of Technology