Amarachukwu Ogbonnaya
Dawaki
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
7
7
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE REPRESENTATIVE
CALLTASTIC
01.2022 - Current
- Managing approximately 30 incoming calls, emails and faxes per day from customers.
- Responding promptly to customer inquiries via phone, email, and chat, providing accurate and helpful information
- Assisting customers in placing orders, resolving product or service issues, and ensuring overall satisfaction
- Maintaining detailed records of customer interactions, feedback, and resolutions in the company's database
- Collaborating with cross-functional teams to address complex customer concerns and improve overall customer experience.
- Contributing to sales growth by upselling products and services based on individual customer requirements.
ADMINISTRATIVE ASSISTANT
HERD CONSULTING
05.2019 - 12.2022
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Managed approximately 20 incoming calls, emails and faxes per day from customers.
CALL CENTRE AGENT
THE OUTSOURCE COMPANY
05.2017 - 05.2019
- Managed approximately 20 high call volumes while providing exceptional customer support and maintaining professional composure daily.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Responded to customer calls and emails to answer questions about products and services.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Education
Postgraduate Diploma - Journalism
Nigeria Insittute of Journalism
Lagos, Nigeria12.2019
Bachelor of Arts - Christian Studies
University of Ilorin
Ilorin, Kwara State, Nigeria08.2015
Skills
- Sales Services Business-to-Consumer (B2C), and Business-to-Business (B2B)
- Writing Skills
- Time Management
- CRM: SalesForcecom, PeopleSoft, Zendesk, Zoho, Hubspot, LiveSpot, Insightly, Pipedrive
- Team Management & Team Work
- Good Communication
- Dialer Management Quick
- Problem-solving abilities
- Computer Proficiency
- Data Entry
- Customer Relations
- Complaint resolution
Languages
ENGLISH
Certification
- 15/08/2016 – 19/08/2016 Keffi, Nassarawa State, Nigeria
HUMAN RELATIONS, TIME MANAGEMENT AND OFFICE ADMINISTRATION SKILLS Herd Consulting
- 04/06/2018 – 08/06/2018 Ikeja, Lagos State, Nigeria
EFFECTIVE COMMUNICATION, SPECIALIZED WRITING AND PRESENTATION SKILLS Herd Consulting
- 08/07/2019 – 12/07/2019 FCT, Abuja, Nigeria
EMOTIONAL INTELLIGENCE AT THE WORKPLACE Herd Consulting
Timeline
CUSTOMER SERVICE REPRESENTATIVE
CALLTASTIC
01.2022 - Current
ADMINISTRATIVE ASSISTANT
HERD CONSULTING
05.2019 - 12.2022
CALL CENTRE AGENT
THE OUTSOURCE COMPANY
05.2017 - 05.2019
Postgraduate Diploma - Journalism
Nigeria Insittute of Journalism
Bachelor of Arts - Christian Studies
University of Ilorin
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