Ave-maria Nwokolo
Customer Service Specialist
Abuja
Summary
A rockstar Customer Service Specialist with a proven capability to troubleshoot problems and resolve them .Passionate about promoting lasting customer satisfaction by delivering quality service and exceptional support.
Overview
4
4
years of professional experience
Work History
Virtual Assistant and Customer Service Specialist
Digital Witch ltd
Lagos
04.2019 - 04.2022
- Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information.
- Executed travel arrangements by researching and booking flights and accommodations using Airbnb and booking.com.
- Managed CRM input, exports and clean up.
- Organized and managed team tasks using Trello and Asana.
- Researched topics and events to support supervisor's work agenda and projects.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Coordinated Skype calls across multiple time zones.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed filing system, entered data and completed other clerical tasks.
- Liaised between clients and vendors and maintained effective lines of communication.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Managed phone and email correspondence and handled incoming and outgoing mail with proper tools like zendesk.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Customer Service Representative
Lyte Global Communication
Lagos
07.2018 - 03.2019
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Created and maintained detailed database to develop promotional sales.
- Educated customers about billing, payment processing and support policies and procedures.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed and updated databases to handle customer data.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted available products and services to customers during service, account management, and order calls.
Education
Bachelor of Science - Chemistry
Michael Okpara University
Nigeria 05.2001 -
Skills
Customer service and support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If you really look closely, most overnight successes took a long time.
Steve Jobs
Timeline
Virtual Assistant and Customer Service Specialist
Digital Witch ltd
04.2019 - 04.2022
Customer Service Representative
Lyte Global Communication
07.2018 - 03.2019
Bachelor of Science - Chemistry
Michael Okpara University
05.2001 -