About
Highly accomplished Customer Support Specialist and IT Professional with over 9 years of experience, adept at delivering exceptional service across diverse digital platforms. Leveraging a BSc in Computer Science and specialized certifications, I excel in technical troubleshooting, optimizing customer interactions with CRM tools like HubSpot, and collaborating cross-functionally to drive significant improvements in customer experience and operational efficiency.
Work
Prime FM
|IT Support & Customer Service Specialist
Lokoja, Kogi State, Nigeria
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Summary
Spearheaded IT support and customer service operations for Prime FM, ensuring seamless functionality and high satisfaction for over 70 staff and clients.
Highlights
Resolved customer inquiries via email, phone, and live chat, achieving a 95% resolution rate within 24 hours for 70+ staff and clients.
Troubleshot hardware, software, and network issues (e.g., printers, PCs, LAN connectivity), reducing downtime by 80%.
Installed and configured software (e.g., Microsoft Office, audio editing tools) on 50+ workstations, ensuring seamless functionality across the organization.
Collaborated with teams to develop user guides, reducing staff learning curve by 80% and improving tool adoption.
Trained 50+ staff on collaboration tools (Slack, Teams, Zoom), boosting overall communication efficiency by 80%.
Growth Hive Hub
|Customer Support & CRM Management (Remote)
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Summary
Managed remote customer support and CRM activities, delivering personalized assistance and optimizing reporting efficiency for Growth Hive Hub.
Highlights
Delivered personalized support via live chat and email, resolving 100+ user queries and achieving a 90% customer satisfaction rate for 50+ daily interactions.
Tracked 200+ customer interactions using HubSpot, enhancing reporting efficiency by 80% and maintaining accurate records.
Proactively engaged users with timely follow-ups, increasing interaction rates by 80% through strategic communication.
Escalated complex issues to technical teams, ensuring timely resolution while keeping customers informed and satisfied.
Federal Medical Centre
|Administrative & IT Assistant (NYSC)
Yola, Nigeria, Nigeria
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Summary
Provided critical administrative and IT support at Federal Medical Centre, ensuring smooth system operations and enhancing departmental efficiency.
Highlights
Resolved 200+ IT issues for 30+ staff, ensuring smooth system operations and supporting customer-facing teams.
Digitized 1,000+ patient records, cutting retrieval time by 80% and significantly improving data accuracy.
Managed email correspondence and scheduling, handling 25+ daily inquiries for 5 supervisors to maintain operational flow.
Prepared and structured operational documents, enhancing departmental efficiency by 60% through improved organization.
Education
Salem University
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BSc.
Computer Science
Grade: Second Class Upper
Languages
English
Certificates
English for IT 1&2
Issued By
CISCO Networking x OpenEDG
Virtual Assistant Program
Issued By
The Incubator Hub
Product Management
Issued By
3MTT/NITDA
Virtual Assistant Program
Issued By
ALX Africa
Technical Support Foundations
Issued By
Coursera
Chartered Member
Issued By
Computer Professionals Registration Council of Nigeria
Digital Skills for Africa
Issued By
Skills
CRM & Tools
HubSpot, Trello, Slack, Calendly, Google Workspace, Microsoft Office.
Administrative Support
Calendar Management, Email Management, Document Organization, Scheduling.
Customer Service
Phone Support, Email Support, Live Chat Support, Client Relations, Inquiry Resolution, Proactive Solutions.
Technical Support
IT Troubleshooting, Software Installation, Basic Networking, System Maintenance, Hardware Troubleshooting.
Communication
English Proficiency, Virtual Meeting Facilitation (Zoom, Teams), Social Media Support.
Problem-Solving
Strong Troubleshooting Skills, Workflow Efficiency, Multitasking.
Tech-Savvy
PC Support, Smartphone Support, Tablet Support, Windows OS.