
Jessica Micah
Customer Support Specialist (IT) at MsOrg Developers Limited
National Open University of Nigeria, Lagos
Nigeria
Hi, I'm Jessica Micah!
Customer Support Specialist (IT) at MsOrg Developers Limited
A dedicated and meticulous Customer Support Specialist and experienced Visual Assistant with practiced interactive skills to deliver premium customer service. Offering collaborative and adaptive skills in a fast-paced environment to drive collective goals. 10+ years' expertise in delivering customer service that drives sales and encourages loyalty. Equipped with a bachelor's degree in Office and Information Management, Certifications in Visual Assistant, Customer Care Skills, Telephone Etiquette, and IT Support.
Experience
MsOrg Developers Limited
Customer Support Specialist (IT)
January 2024 - Present
Responds to customer queries via phone, email, and chat. Identifies customer needs and helps them use specific features. Monitors customer complaints on social media. Resolves product issues and follows up to ensure satisfaction. Gathers customer feedback for internal teams. Assists in training junior Customer Support Representatives.
MsOrg Developers Ltd
Customer Support Specialist
January 2024 - Present
- Responds to customer queries in a timely and accurate manner via phone, email and chat.
- Identifies customer needs and helps customers use specific features.
- Monitors customer complaints on social media and reaches out to provide assistance.
- Resolves product issues by clarifying the customer's complaint; determines the cause of the problem; selects and explains the best solution to solve the problem; follows up to ensure resolution and satisfaction.
- Gathers customer feedback and shares with our Product, Sales and Marketing teams.
- Assists in training junior Customer Support Representatives.
Ada by Alterego
Executive Assistant
November 2018 - December 2023
- Handled office management duties, answered phone calls, and screened visitors.
- Successfully managed calendar and schedules for the CEO, ensuring seamless coordination of meetings and appointments.
- Organized and streamlined email system.
- Produced detailed expense report with accuracy, contributing to 15% cost savings.
- Developed and implemented social media strategies that improved engagement.
- Orchestrated complex travel arrangements, optimizing itineraries and reducing travel cost.
Capital City Development Ltd
Customer Service Representative
January 2013 - September 2018
- Greeted and welcomed visitors in a warm and professional manner, ensuring a positive first impression of the organization.
- Maintained customer account information databases.
- Responded to product and service inquiries via phone, email and live chat and offered information on related products and services.
- Followed up with customers to ensure their issues are resolved.
Heart to Heart Hotels
Receptionist
January 2009 - December 2012
- Welcomed guests with a positive first impression.
- Maintained an orderly reception area ensuring cleanliness and tidiness.
- Checked guests in and out of hotel.
- Maintained clear and accurate records of guest room bookings.
- Responded to customer inquiries and resolved issues promptly and courteously resulting in high customer satisfaction ratings.
Education
Certificates & Badges
No certificates or badges added
Projects
No projects added
Languages
English
Native
Skills
Customer Service
Customer Retention
Customer Relationship Management
Google Suite
Asana
Zendesk
Trello
Calendar Management
Customer Service Data Entry
Schedule Planning
Research
Transcribing
HubSpot
Zoho CRM
Multitasking
Empathy
Organization
Critical thinking
Proactive
Adaptive
Collaborative
Detailed
Patience
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