Chioma Igwenagu
Customer Service Feedback Officer
Ikeja ,Lagos
Summary
Dynamic Customer Service Officer with proven success on enhancing customer satisfaction through effective problem resolution and upselling techniques. Skilled in CRM software and active listening, I consistently exceeded performance targets, fostering loyalty and driving repeat business while maintaining a high level of product knowledge.
Overview
5
5
years of professional experience
Work History
Customer Service Officer (Contact Center Agent)
First City Monument Bank
07.2023 - Current
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Completed data entry to record call notes, suggestions and questions.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
Customer Service Officer (contact Center Agent)
Union Bank of Nigeria
02.2022 - 06.2023
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Sought ways to improve processes and services provided.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Trained new personnel regarding company operations, policies and services.
Sales Associate
United Bank for Aftica
08.2021 - 01.2022
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Coordinated sales promotions and events to drive store traffic and increase sales volume.
- Conducted product demonstrations to highlight features and benefits, influencing purchase decisions.
Education
High School Diploma - Senior School Certificate Examination
Awori Senior College Ojo
Lagos Bachelor of Science - Psychology
Nnamdi Azikiwe University Awka
Anambra State 06-2018
Skills
Customer support
Service recommendations
Complaint handling
Account investigation
Documentation and reporting
Upselling
CRM software
Problem-solving
Time management
Customer relationship management (CRM)
Computer proficiency
Critical thinking
Follow-up skills
Team collaboration
Product knowledge
Task prioritization
Active listening
Service standard compliance
Brand representation
Technical support
Timeline
Customer Service Officer (Contact Center Agent)
First City Monument Bank
07.2023 - Current
Customer Service Officer (contact Center Agent)
Union Bank of Nigeria
02.2022 - 06.2023
Sales Associate
United Bank for Aftica
08.2021 - 01.2022
High School Diploma - Senior School Certificate Examination
Awori Senior College Ojo
Bachelor of Science - Psychology
Nnamdi Azikiwe University Awka