HARRISON EFIJEMUE
Blackburn
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
The Recruitment Co.
Remote
04.2024 - Current
- Managed and resolved inbound customer service calls by providing exceptional support to the general public with inquiries regarding Covid-19 vaccine bookings.
- Provided efficient resolution of client queries, offering timely and accurate guidance in navigating the vaccine booking process.
- Assisted in booking online vaccine appointments and providing support to individuals who faced challenges, resulting in successful scheduling of appointments.
- Managed high call volumes while consistently delivering exceptional customer service.
- Actively participated in regular training and meetings, including 1-2-1s, group meetings, and coaching sessions to remain up-to-date on procedures and enhance service delivery.
IT Support Analyst | Digital Marketing | Customer Service Advisor
XPERT REVIEWS
Blackburn
11.2022 - Current
- Optimized IT support and digital marketing integration, achieving a 30% boost in campaign efficiency and user engagement
- Resolved a wide range of software, hardware, and network issues, leading to a 20% decrease in system downtime and enhanced operational reliability
- Elevated customer satisfaction by 25% through expert product advice and solutions, significantly increasing repeat business
- Collaborated with the marketing team to refine digital strategies, resulting in a 35% increase in lead conversion rates and improved online presence
- Conducted comprehensive system audits and recommended critical enhancements, reducing recurring technical issues by 40% and substantially improving system performance.
Cybersecurity | IT Support Lead
LONGRICHMART
LAGOS
10.2019 - 09.2022
- Achieved 99.99% uptime for key systems, ensuring high availability and minimal service disruptions
- Collaborated with key stakeholders to promote best practices and raise awareness of Cyber Security issues across the organisation
- Led the transition from on-premises Active Directory to Azure Active Directory, integrating SSO and MFA for enhanced security and user experience
- Established robust business continuity and disaster recovery protocols for Regulatory and Compliance Applications, ensuring 99.99% service availability and zero data loss in emergencies.
IT Support Analyst
Puzzles Group Limited
Ikoyi
11.2016 - 09.2019
- Led troubleshooting, system optimization, and end-user support initiatives, ensuring seamless digital operations and enhanced productivity
- Diagnosed and resolved a wide array of hardware and software issues, reducing downtime and optimizing system performance
- Managed system updates, patch installations, and security measures proactively for optimal device functionality
- Conducted effective end-user training sessions, enabling staff proficiency in using standard software and tools
- Collaborated with the IT team to deploy, maintain, and enhance network infrastructure, cloud systems, and enterprise software.
Customer service| IT Support Analyst
Zabadne E-commerce Limited
Lagos
03.2013 - 09.2016
- Reduced online interaction disruptions by 20% by providing frontline support for e-commerce platform issues
- Collaborated with web developers and digital marketing teams to integrate new features in line with growth strategies
- Monitored platform analytics, generated insightful reports, and offered actionable recommendations for strategic decision-making
- Troubleshot and resolved various backend issues across the e-commerce system, including payment gateways and product listing anomalies.
Education
Master's - Cloud and Network Security
The University of Bolton
09.2023
Master - Information and Communication Technology
Federal University of Agriculture Abeokuta
07.2019
B.Sc. - Computer Science
Houdegbe North American University Cotonou
07.2011
Skills
- CRM software proficiency
- HubSpot
- Customer Retention
- Customer Satisfaction
- Empathetic & Courteous
- Detail-oriented
- Social Media
- Stakeholder management
- Problem-solving
- Creative & Problem-Solving Skills
- Attention to Detail
- Communication Skills
- Analytical Thinking
- Microsoft Teams
- Action planning
- Lead Generation
Certification
- Cold Calling: The First Seven Seconds | LinkedIn Certificate.
Timeline
Customer Service Representative
The Recruitment Co.
04.2024 - Current
IT Support Analyst | Digital Marketing | Customer Service Advisor
XPERT REVIEWS
11.2022 - Current
Cybersecurity | IT Support Lead
LONGRICHMART
10.2019 - 09.2022
IT Support Analyst
Puzzles Group Limited
11.2016 - 09.2019
Customer service| IT Support Analyst
Zabadne E-commerce Limited
03.2013 - 09.2016
Master's - Cloud and Network Security
The University of Bolton
Master - Information and Communication Technology
Federal University of Agriculture Abeokuta
B.Sc. - Computer Science
Houdegbe North American University Cotonou
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