Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Ifeoluwa Dudubo

Houston

Summary


Client support professional with a track record of providing high-quality assistance to clients and resolving complex issues efficiently. Proven ability to collaborate with teams and adapt to dynamic environments. Known for excellent communication skills and reliability, ensuring seamless client experiences.

Overview

7
7
years of professional experience

Work History

Client Support Specialist

J Plus Chiropractor
04.2024 - Current
  • Fostered culture of continuous improvement, encouraging team members to propose innovative solutions to common client challenges.
  • Strengthened client trust and confidence by providing personalized support solutions tailored to individual needs and challenges.
  • Optimized client onboarding processes, ensuring smooth and welcoming experience for new clients.
  • Led development of client support knowledge base, enhancing team's ability to resolve issues quickly and accurately.
  • Increased support team morale and motivation, organizing regular training sessions and team-building activities.
  • Reduced average case resolution time, implementing more effective diagnostic tools and procedures.
  • Enhanced product knowledge among team members, conducting regular training sessions on new features and updates.
  • Enhanced client engagement by organizing regular feedback sessions, leading to more client-centric product improvements.
  • Developed and maintained strong client relationships, leading to increased loyalty and repeat business.
  • Increased customer retention, closely monitoring client feedback and making necessary adjustments to service strategies.
  • Cultivated supportive team environment, recognizing and celebrating team achievements and individual contributions to client success.
  • Provided comprehensive training to new team members, ensuring high level of service quality and knowledge across team.
  • Facilitated significant reduction in customer complaints by implementing more effective communication channels and feedback mechanisms.
  • Conducted in-depth product demonstrations for clients, leading to deeper understanding and increased product utilization.
  • Enhanced team efficiency through implementation of new ticketing system that streamlined support requests.
  • Improved operational efficiency by creating detailed FAQs and support documentation, reducing volume of repeat inquiries.
  • Improved client satisfaction scores by addressing and resolving customer inquiries promptly and professionally.
  • Achieved high client satisfaction ratings, meticulously tracking and analyzing support case outcomes to identify improvement areas.
  • Reduced response times for client inquiries, implementing prioritization strategy that focused on urgent issues first.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and provided backup support for organizational leadership.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Trained staff on operating procedures and company services.

Customer Success Specialist

Chillaz Limited
06.2021 - 04.2024
  • Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
  • Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
  • Implemented process improvements that resulted in increased efficiency within the Customer Success team.
  • Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
  • Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
  • Analyzed usage data to identify trends, anticipate challenges, and proactively address potential issues before they escalated.
  • Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
  • Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
  • Reduced churn rates by identifying at-risk customers and implementing targeted retention strategies.
  • Actively sought customer feedback on products/services in order to improve quality and enhance overall experience.
  • Promoted a positive brand image by consistently delivering exceptional customer service experiences.
  • Boosted customer retention rates through proactive communication and building strong relationships.
  • Managed a portfolio of key accounts, ensuring timely issue resolution and consistent communication with stakeholders.
  • Recognized as top performer, consistently meeting or exceeding key performance metrics for the department.
  • Improved response times by streamlining support processes and prioritizing urgent requests.
  • Mentored new hires within the Customer Success team contributing towards overall improvement in team performance and cohesion.
  • Delivered detailed reports on account progress/health allowing management to make informed decisions about resource allocation.
  • Led customer workshops and webinars to educate users on product features, updates, and best practices.
  • Cultivated customer loyalty, promoted repeat business, and improved sales.
  • Negotiated contract renewals/upgrades with existing clients leading to increased revenue streams.
  • Responded to customer requests for products, services, and company information.
  • Assisted customers in troubleshooting product issues and provided timely technical support.
  • Created product training plans centered on customer success and satisfaction.
  • Helped customers improve results by recommending changes focused on lowering costs, increasing production, or adding new functionality.

Contract Support Specialist

KingsTech Group LLC
07.2018 - 07.2021
  • Resolve complex customer billing issues that may involve several cloud technologies (Windows Azure, SQL Azure, etc.) and billing issues resulting from scenarios such as service availability, quality, outage management, subscription management, and correlation of usage and charges.
  • Created and maintained incident management requests to the product group/engineering group/finance team.
  • Maintained ongoing, current, high-quality case notes to support customers as a team.
  • Provided new account holders with the necessary knowledge, skills, and orientations, resulting in the retention of satisfied customers with support.
  • Networking with existing clients and up-selling additional services, scheduling and hosting client teleconferences, webinars, and live product demonstrations.
  • Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
  • Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
  • Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Collaborated with development team to report bugs and suggest improvements, leading to more reliable software releases.
  • Trained new team members on support protocols and tools, enhancing team efficiency and service quality.
  • Conducted regular follow-ups with customers to ensure their issues were fully resolved and to gather feedback for service improvement.
  • Provided detailed reports on support activities and outcomes, enabling strategic improvements in service delivery.

Education

Bachelor of Science - Chemical And Polymer Engineering

Lagos State University
Epe, Lagos State Nigeria
11.2010

Skills

  • Excellent organizational, interpersonal, and communication (written and verbal) skills
  • Proficient in G-Suite, Excel, Salesforce, Slack, Google Analytics, Microsoft Office Suite, Zendesk, Jira, Windows, MacOS, Smartsheet, HubSpot, Simpler, KIXE
  • Strong business acumen with planning and solutions selling experience
  • Motivated and comfortable working remotely in a home office as well as from the road/field
  • Ability to conduct in-depth presentations and product demonstrations
  • Experience in the digital marketplace
  • Exceptional time management skills with the ability to handle multiple projects simultaneously
  • Self-motivated with the ability to work independently and as a productive member of a team
  • Ability to learn quickly and adapt to change
  • Ability to interact effectively with internal employees and customers via phone, email, Zoom, and in person

Languages

English:
Native or Bilingual

Timeline

Client Support Specialist

J Plus Chiropractor
04.2024 - Current

Customer Success Specialist

Chillaz Limited
06.2021 - 04.2024

Contract Support Specialist

KingsTech Group LLC
07.2018 - 07.2021

Bachelor of Science - Chemical And Polymer Engineering

Lagos State University

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Ifeoluwa Dudubo