Thomas Akhigbe
Richmond
Summary
Dynamic customer service expert with extensive experience at Verizon Wireless, specializing in technical troubleshooting and complaint resolution. Recognized for enhancing customer satisfaction through effective problem-solving and active listening. Proven ability to streamline support processes, leading to improved efficiency and first-call resolution rates. Committed to delivering exceptional user support and fostering customer loyalty.
Overview
9
9
years of professional experience
Work History
Customer-service/ Technical Support Representative
Verizon Wireless
02.2020 - Current
- Assisted customers with technical issues via phone and chat support.
- Documented troubleshooting steps and solutions in support database.
- Learned company products and services to provide accurate information.
- Collaborated with team members to resolve customer inquiries efficiently.
- Escalated complex issues to senior technicians for resolution.
- Maintained up-to-date knowledge of software updates and product features.
- Contributed to team discussions on improving customer service processes.
- Supported onboarding of new representatives through training sessions.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Achieved recognition for outstanding problem-solving skills in complex technical environments.
- Enhanced team productivity by streamlining troubleshooting processes for common software issues.
- Provided exceptional technical support, leading to commendation from company's senior management.
Customer Service Representative/ Technical Support
Finasop International Services
01.2017 - 02.2020
- Resolved customer complaints efficiently, enhancing overall satisfaction and loyalty.
- Processed orders and returns, ensuring accuracy in transactions and documentation.
- Maintained up-to-date knowledge of product offerings to effectively address customer needs.
- Assisted customers with inquiries, providing timely and accurate information on services.
- Collaborated with team members to improve service protocols and enhance operational efficiency.
- Trained new staff on customer service best practices and company policies, fostering a supportive environment.
- Monitored customer feedback to identify trends and recommend process improvements for service delivery.
- Developed training materials that streamlined onboarding processes for new representatives, increasing team readiness.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science - Economics / Statistics
Lagos State University
Lagos, Nigeria 02.2008
Skills
- Technical troubleshooting
- Technical support
- Product troubleshooting
- Remote support
- Customer service expert
- Call center operations
- Customer service
- Issue troubleshooting
- Active listening
- Microsoft outlook
- Network diagnostics
- Customer success management
- User support
- Application support
- Technical issues analysis
- Service support
- Complaint resolution
- Desktop support
- Appointment scheduling
Languages
English
Full Professional
Timeline
Customer-service/ Technical Support Representative
Verizon Wireless
02.2020 - Current
Customer Service Representative/ Technical Support
Finasop International Services
01.2017 - 02.2020
Bachelor of Science - Economics / Statistics
Lagos State University