Kennedy Amaefuna
Madrid,Spain
Summary
Seasoned in customer support with career focus on enhancing client experiences. Possess unique ability to handle high-pressure situations, ensuring seamless support delivery. With well-honed communication skills, can build relationships and resolve complex issues, driving customer satisfaction and loyalty.
Overview
12
12
years of professional experience
1
1
year of post-secondary education
1
1
Certificate
Work history
Product Support Executive
IAG Cargo
Madrid, Spain
02.2019 - Current
- Assisted customers in resolving product-related inquiries and technical issues.
- Documented customer interactions and feedback to improve support processes.
- Collaborated with cross-functional teams to ensure timely resolution of issues.
- Utilised internal knowledge base to provide accurate information to customers.
- Supported training sessions for new team members on product features and support tools.
- Participated in team meetings to discuss customer feedback and suggest improvements.
- Created user-friendly guides and resources to aid customers in product use.
- Ensured smooth delivery of services by coordinating with various departments.
- Collaborated with the sales team to understand product details better, improving service quality.
Commercial Service Unit
IAG Cargo
Madrid, Spain
03.2014 - 02.2019
- Led cross-functional teams to implement process improvements and enhance service delivery.
- Developed and maintained strong relationships with key stakeholders to ensure alignment on project goals.
- Facilitated training sessions for staff on best practices and compliance with industry regulations.
- Conducted regular assessments of service operations to identify areas for increased efficiency and effectiveness.
- Championed customer feedback initiatives to refine service offerings and elevate client satisfaction.
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
Education
Certificate of Higher Education - Administration
Udemy
online 01.2025 - 08.2025
Diploma of Higher Education - Customer Journey Mapping
Udemy
online 02.2025 - 03.2025
Certificate of Higher Education - Business mangement
Stone Bridge College
Online 01.2012 - 07.2012
Skills
- Knowledge of crm systems
- Fluency in additional languages
- Crisis management aptitude
- Proactive engagement
- Cross-Cultural proficiency
- Microsoft office suite proficiency
- Empathy and compassion
- CRM Software proficiency
- VPN connectivity
- Time efficiency
- Customer Service
Languages
English
Native
Spanish
Native
French
Beginner
Certification
S.A.C certificate in Business Marketing
World tracer Management
Dangerous Goods management
Airport Operations
Timeline
Diploma of Higher Education - Customer Journey Mapping
Udemy
02.2025 - 03.2025
Certificate of Higher Education - Administration
Udemy
01.2025 - 08.2025
Product Support Executive
IAG Cargo
02.2019 - Current
Commercial Service Unit
IAG Cargo
03.2014 - 02.2019
Certificate of Higher Education - Business mangement
Stone Bridge College
01.2012 - 07.2012
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