Precious

PRECIOUS C. OBI
Customer Service Manager

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PROFESSIONAL SUMMARY
Accomplished professional with expertise in support operations, specialising in customer support, technical
troubleshooting, and SLA management. Proficient in utilising tools such as Zendesk, JIRA, and CRM databases to
enhance service delivery and optimise processes. Demonstrates strong skills in cross-functional collaboration, lead
conversion, and strategic triage. Known for interpersonal excellence with strengths in conflict resolution, active
listening, and stakeholder management. Committed to achieving service excellence through effective
decision-making and complaint management.

WORK HISTORY

Customer Service Specialist Jan 2023 - Date
ECOLION HOUSING - LONDON, UK
●​ Triage and respond to complex inquiries from clients and clinicians, ensuring all tickets are resolved within
strict SLA Management guidelines.
●​ Performed technical troubleshooting for platform issues and utilized de-escalation strategies to boost
customer satisfaction by 50%.
●​ Developed and implemented new triage protocols which resulted in a 35% improvement in first-call
resolution rates and operational efficiency.
●​ Vet and escalate critical system bugs to cross-functional teams using JIRA, ensuring information databases
remained accurate for real estate operations.
Customer Service Virtual Job Simulation March 2026
FORAGE - NOIDA, INDIA
●​ Engaged in realistic client service scenarios within a simulated financial institution
●​ Applied active listening and empathy to uncover customer needs and resolve account access issues
●​ Navigated internal knowledge bases to locate accurate information and deliver timely, informed responses
●​ Strengthened communication, digital navigation, and decision-making skills in a client-facing context
Client Service March 2026
BLOOMBERG - MIDTOWN MANHATTAN, NEW YORK
●​ Completed a job simulation acting as a hypothetical Bloomberg Customer Support team member
●​ Created a task management schedule by using the Eisenhower Matrix to prioritize tasks
●​ Conducted a root cause analysis enabling a client to make better use of a variety of Bloomberg Terminal
features
●​ De-escalated and solved challenging customer issues
Client Service Delivery March 2026
THIRD BRIDGE - LONDON, UK
●​ Completed a job simulation involving client service delivery for Third Bridge, navigating through complex
industry analysis and expert engagement strategies to deliver actionable insights for a client project.
●​ Leveraged strategic research techniques and analytical skills to conduct a comprehensive value chain
analysis of the sneaker industry, identifying key stakeholders and market dynamics critical for informed
decision-making.
●​ Developed and presented expert profiles and a persuasive pitch, demonstrating written and oral
communication skills.
Personal Banker March 2026
WELLS FARGO - MIDTOWN MANHATTAN, NEW YORK
●​ Completed a Personal Banker Job Simulation involving customer service and financial guidance for a
branch banking team.
●​ Practiced identifying customer needs and offering tailored support during service interactions.
●​ Strengthened communication skills through realistic client conversations and team collaboration.
●​ Applied problem-solving strategies to manage branch workflow and prioritize tasks in a fast-paced
environment.
Customer Service/Sales Manager Jan 2020 - Jan 2022
VIONIX LLC. - NEW YORK
●​ Facilitated client/pharmacy support interactions for dealership partners, focusing on de-escalation and
long-term relationship management.
●​ Managed a rapid influx of support tickets and calls, triaging leads and performing technical
troubleshooting to convert prospects into active accounts.
●​ Coordinated cross-functional collaboration to organize contractual documents and ensure adherence to
service level agreements.
●​ Spearheaded new customer support procedures to scale operations, focusing on rapid response times and
technical accuracy.

SKILLS
●​ Support Operations: Customer Support, Technical Troubleshooting, SLA Management, Ticket Triage,
De-escalation, Client/Pharmacy Support
●​ Tools & Technology: Zendesk, JIRA, CRM Databases, Inventory Logistics Software
●​ Execution & Methodology: Cross-functional Collaboration, Lead Conversion, Process Optimization,
Strategic Triage, Root Cause Analysis, Ticketing systems
●​ Interpersonal Excellence: Conflict Resolution, Active Listening, Stakeholder Management, Negotiation
●​ Decision making capacity, Complaint management, Service excellence

EDUCATION
2020-2025
B.Sc: Medical Radiography and Radiological Sciences
UNIVERSITY OF NIGERIA
Graduated with High Honors

CERTIFICATIONS
Personal Banker Job Simulation
Issued by Forage
March 9, 2026

Client Service Delivery Job Simulation
Issued by Forage
March 8, 2026

Customer Service Job Simulation
Issued by Forage
March 7, 2026

Client Service Job Simulation
Issued by Forage
March 7, 2026