BLESSING OJEFIA
Summary
Result-driven and dedicated customer service specialist with over three years of experience, and a passion for providing customer satisfaction. A team player and proactive individual, with a strong work ethic, interpersonal skills, and a willingness to learn, while quickly mastering new skills.
Eager to embrace new challenges while leveraging and broadening my expertise by contributing to a diverse, evolving organization.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Thelver Pharmacy & Superstores
Benin city
03.2023 - 12.2024
- Provided customer service via phone calls, email, and live chat, assisting customers with inquiries and concerns related to pharmacy products, prescriptions, and supermarket products.
- Quickly and efficiently resolved customer issues, order processes, and provided accurate information on product availability, prices, and delivery timelines, resulting in a 30% decrease in response time.
- Offered detailed guidance on the proper usage of medications, health supplements, and other pharmacy-related products, leading to a 25% decrease in repetitive customer issues.
- Identified upsell and cross-sell opportunities by educating customers about new products, ongoing sales, and loyalty programs, leading to a 40% increase in sales.
- Maintained a strong knowledge of company policies, including returns and refunds, resulting in overall team efficiency.
Customer Support Agent
Wellness 360
Lagos
02.2021 - 01.2023
- Acted as the primary point of contact for customer inquiries and concerns about health products, fitness programs, and other services via phone call, email, and live chat.
- Onboarded at least 25 new members a day to fitness programs, ensuring they understood how to utilize health products and services, leading to a 30% increase in customer retention.
- Monitored customer progress and feedback to optimize the customer experience with fitness programs and health products, leading to a 50% increase in customer satisfaction.
- Identified upsell and cross-sell opportunities by recommending relevant products and services to help customers achieve better results, and enhance the overall customer experience, yielding a 40% increase in sales.
- Collaborated closely with marketing and product development teams to ensure that customer feedback is shared, and customer success strategies are aligned with new product launches, leading to overall customer loyalty.
Customer Service Agent
JetEase Travels
Benin City
05.2019 - 11.2020
- Provided expert assistance to customers with flight bookings, hotels, and vacation packages, handling an average of 30 to 50 customers per day via phone and email.
- Successfully resolved 80% of customer inquiries, concerns, and emergency support issues related to bookings, itinerary changes, cancellations, and refund requests on first contact, achieving first-call resolutions, and maintaining high satisfaction rates.
- Collaborated with airlines, hotel partners, and third-party vendors to effectively and promptly resolve issues affecting bookings and customer experience, leading to a 30% increase in customer retention.
- Effectively managed and processed an average of 200 bookings per month, contributing to overall team success.
- Identified upsell and cross-sell opportunities through targeted recommendations during customer interactions, leading to a 25% increase in monthly target bookings.
Education
Bachelor of Science - Industrial Chemistry
University of Benin
Benin, Nigeria08-2020
Skills
- Verbal and written communication
- Team collaboration
- Conflict Resolution
- Adaptability
- Time management
- Multitasking
- Microsoft Office Suite (Word, Excel)
- Google Workspace (Docs, Sheets, Slides)
- Email Management
- Social Media Management
- Data Entry
Certification
Customer Service Fundamentals, Coursera,
https://www.coursera.org/account/accomplishments/records/7X61JKHXQ4F2
Accomplishments
- Recognized for outstanding customer service at Thelver Pharmacy & Superstores, consistently receiving positive feedback, and a 95% customer satisfaction rating
- Recognized for excellence in customer support for successfully onboarding the highest number of new customers to fitness programs at Wellness 360 in a quarter
Timeline
Customer Service Representative
Thelver Pharmacy & Superstores
03.2023 - 12.2024
Customer Support Agent
Wellness 360
02.2021 - 01.2023
Customer Service Agent
JetEase Travels
05.2019 - 11.2020
Bachelor of Science - Industrial Chemistry
University of Benin
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