Eze Joseph

Results-Driven Customer Support Specialist

ezejoseph31@gmail.com, Remote, Nigeria

About

Highly accomplished Customer Support Specialist with over 3 years of progressive experience enhancing customer satisfaction and optimizing team efficiency. Proven ability to implement innovative solutions, including a new ticketing system that slashed response times by 75% and boosted satisfaction ratings. Adept at analyzing feedback, resolving complex inquiries, and fostering loyal customer relationships, consistently driving value through improved service delivery and operational excellence.

Work Experience

Customer Service Representative

ZIBBAR

Apr 2024 - Present

Remote, Remote, US

Assisted customers with inquiries and complaints, fostering stronger relationships and encouraging repeat business through effective service delivery.

  • Assisted customers with diverse inquiries and complaints, consistently building stronger relationships and encouraging repeat business.
  • Implemented a customer feedback system that gathered valuable insights, directly improving service offerings and enhancing customer experience.
  • Resolved complex customer issues efficiently by collaborating cross-functionally with different departments to ensure comprehensive solutions.

Customer Support

Fortunes Funding

Mar 2023 - Apr 2024

Remote, Remote, US

Managed diverse customer inquiries and concerns across multiple channels, implementing proactive solutions to enhance satisfaction and drive operational improvements.

  • Developed and implemented a new ticketing system that dramatically reduced average response time from 24 hours to 6 hours, significantly improving customer satisfaction by 75%.
  • Trained and onboarded new support team members, contributing to a 30% increase in overall team efficiency within the first quarter.
  • Handled a high volume of daily customer inquiries and concerns through various channels, ensuring a seamless and efficient support experience.
  • Analyzed customer feedback to identify and resolve recurring issues, implementing proactive solutions that decreased repeat inquiries and enhanced overall customer loyalty.

Community Manager

E-net Solution Center

Feb 2022 - Mar 2023

Calabar, Cross River State, NG

Developed and implemented comprehensive community engagement strategies to cultivate a vibrant and active online environment.

  • Developed and implemented community engagement strategies that fostered a more vibrant and active community atmosphere.
  • Monitored online discussions and feedback, addressing concerns promptly and effectively to maintain positive community sentiment.

Skills

Soft Skills & Leadership

  • Effective Communication
  • Problem-Solving
  • Leadership
  • Teamwork
  • Adaptability
  • Cross-functional Collaboration
  • Relationship Building

Community Management

  • Community Engagement Strategies
  • Online Discussion Monitoring
  • Feedback Management

Customer Support & Operations

  • Ticketing System Development
  • Customer Relationship Management (CRM) Tools
  • Support Process Optimization
  • Customer Inquiries
  • Complaint Resolution
  • Service Offerings

Data & Problem Solving

  • Data Analysis
  • Proactive Problem Solving
  • Feedback Analysis
  • Issue Identification
  • Solution Implementation

Interests

Hobbies

  • Exploring distant lands
  • Reading (getting lost in a good book)
  • Capturing moments (photography)
  • Feeling the music
  • Sports