Personal details
Ogechukwu O.
Summary
With more than 15 years of Customer Service experience, including three years in remote work for a prominent enterprise business process and technology consulting company in the US, I bring a proven track record as a Customer Service Representative. Leveraging a variety of Customer Service, Help Desk, Work Management, and Technical Sales tools, I excel in providing exceptional technical and non-technical support to customers. My expertise lies in client account management, surpassing customer expectations, and fostering long-term relationships through adept customer support, onboarding, training, and relationship-building practices. By prioritizing trust and consistently exceeding expectations, I drive high levels of customer satisfaction and loyalty, contributing to the success and growth of the organizations I serve.
Technical skills
Work Experience
· Provided exceptional customer support, consistently meeting SLAs and bridging knowledge gaps for clients.
· Facilitated seamless onboarding and training for customers on Learning Management System (LMS) and Education Management Information System (EMIS) platforms.
· Achieved a 10% increase in customer satisfaction and reduced contact for problem-solving by 12% through proactive support strategies.
· Managed customer accounts and successfully renewed contracts for four clients.
· Demonstrated expertise and efficiency, impressing clients with timely responses and task delivery, fostering business expansion.
· Spearheaded documentation efforts and contributed to the development of an internal knowledge base, resulting in a 15-hour reduction in average resolution times within the team.