Oranekwu S.
Junior Customer Service and Administrative Assistant
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About
Dominic O. is a dedicated Customer Service and Administrative Assistant with over two years of experience in managing high-volume customer inquiries in fast-paced and remote environments. Currently serving as a Customer Support Representative at Oraccee Computer Accessories in Lagos, Nigeria, he efficiently resolves 70+ customer issues daily across various support channels while maintaining impressive metrics, such as a 95%+ customer satisfaction score and 90% first-contact resolution rate. Dominic's proficiency extends to using platforms like Trello, Slack, Google Workspace, and CRM systems including Zendesk and HubSpot, which he leverages for accurate documentation and case management. His technical skills in troubleshooting billing, account, and product issues ensure effective escalation handling within SLA, thus demonstrating his reliability in improving customer retention and operational efficiency. Dominic holds a B.Sc. in Computer Science from the University of Nigeria Nsukka and has pursued specialized training in business and technical support, further complementing his skillset.
Experience
Customer Support Representative
Oraccee Computer Accessories · 2024 — PresentHandle over 70 customer inquiries each day while maintaining a customer satisfaction rate exceeding 95% across various support channels. Attain a first-contact resolution rate of 90%, effectively minimizing repeat contacts. Decrease the average response time by 30%, regularly meeting SLA targets. Resolve 90% of escalated issues within the agreed SLA by collaborating with internal teams for swift case resolution. Promote product adoption by providing customers guidance on features and best practices. Ensure 100% accuracy in ticket documentation within Freshdesk and HubSpot for improved tracking and follow-ups.Customer Support & Admin
Digital Witch Support · 2023 — 2024Oversee more than 60 daily customer messages while achieving a 95% on-time response rate across various client accounts. Independently resolve 80% of customer issues to help reduce the volume of escalations and enhance turnaround time. Boost response efficiency by 30% by implementing structured templates and optimizing workflows. Organize CRM data and support tickets, increasing the efficiency of data retrieval and follow-ups by 25%. Provide consistent and professional support through email and chat while managing multiple workflows simultaneously.
Skills & Expertise
Education
- B.Sc. Computer ScienceUniversity of Nigeria Nsukka · — — 2020
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