Cynthia Chika Nkwocha
Lagos
Summary
Tech-savvy automation specialist with hands-on experience simplifying processes and improving workflows using tools like Zapier, Make.com, etc. With a strong background in customer-facing roles, has developed excellent communication, problem-solving, and organizational skills that help in effective collaboration and deliver results. Focused on creating practical automation solutions to save time, reduce errors, and enhance productivity. Passionate about helping businesses work smarter by streamlining repetitive tasks and implementing efficient and sustainable processes. Results-oriented sales worker engages with customers to help establish rapport. Proven track record of building customer relationships and successfully closing sales. Committed to delivering exceptional customer service and exceeding sales goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
ONLINE SUPPORT AGENT
LETSTALKSKIN
08.2023 - 10.2024
- Resolved 95% of customer inquiries via email, chat, and social media by automating response workflows using Freshdesk and Zapier, leading to a 20% increase in positive feedback and a 15% rise in repeat business.
- Implemented automated upselling and cross-selling workflows within Freshdesk CRM, driving a 30% increase in average order value and a 25% growth in monthly revenue.
- Automated returns and exchanges process with Zapier integration, reducing processing time by 20% and boosting customer satisfaction by improving handling efficiency.
- Enhanced returns and exchanges process, cutting processing time by 20% and improving customer satisfaction with the handling of returns.
- Addressed and resolved customer inquiries promptly through automated workflows in Freshdesk and Zapier, leading to a 45% increase in customer satisfaction and engagement.t.
- Implemented an order tracking system using Airtable, andZapier, which improved visibility and accuracy in order status updates, which led to a 12% decrease in customer complaints related to order status.
OUTBOUND CALL CENTER AGENT
JUMIA NIGERIA
07.2019 - 12.2019
- Enhanced customer retention by 50% through personalized communication and efficient order processing, Salesforce to maintain accurate customer records and manage customer data
- Improved renewal success by upselling during customer interactions, focusing on value-based product recommendations and proactive follow-ups
- Recovered 20% of abandoned carts through automated targeted outreach and persuasive communication, resulting in additional sales and enhanced customer satisfaction
- Utilized Salesforce to manage and analyze customer data, driving sales strategies and ensuring a personalized customer experience
- Conducted surveys and gathered feedback to identify customer pain points using survey tools, which informed improvements in service delivery and customer engagement
CUSTOMER SERVICE / TRANSACTION OFFICER
GTCO
02.2014 - 05.2018
- Processed financial transactions with 98% accuracy, leading to 10% increase in customer trust and retention.
- Managed customer accounts, including opening new accounts, updating account information on Flexcube, and resolving account-related issues, ensuring seamless banking experience for clients.
- Conducted regular account reviews, identifying opportunities for upselling and cross-selling, resulting in 15% increase in product adoption.
- Optimized transaction workflows, reducing processing times by 25%, which improved operational efficiency and customer satisfaction.
- Promoted digital banking solutions on Gtworld, Internet banking, and USSD codes, decreasing in-branch traffic by 30% and enhancing convenience for customers.
- Monitored account activities, identifying and resolving discrepancies, and ensuring compliance with bank policies.
- Managed difficult customer interactions effectively, resulting in a 20% improvement in customer satisfaction scores.
- Implemented accuracy protocols, reducing discrepancies and improving audit outcomes.
Education
Higher National Diploma - Office Technology And Management
Federal Polytechnic Nekede
Owerri, Imo State01.2012
Skills
- Problem-Solving
- Communication
- Time Management
- Adaptability
- Team Collaboration
- Attention to Detail
- Technical Support
- CRM Administration
- Workflow Automation
- Basic knowledge of Python, and JavaScript
- Data Management (Airtable, Excel, and Google Sheets)
- Process Mapping and Documentation (Drawio, Lucidchart, Canva)
Certification
- Google Analytics
- Airtable Admin Certificate
- Asana Worklfow Specialist
- Google Foundation of Project Management
- Brand Management
- Certified Customer Success Specialist – CCSS
Self - Development
- IT Support, Digital Witch Academy, Lagos
- Cloud Security & DevOps (in-view), Digital Academy, Lagos
- CRM Automation & Integration, Lagos
Timeline
ONLINE SUPPORT AGENT
LETSTALKSKIN
08.2023 - 10.2024
OUTBOUND CALL CENTER AGENT
JUMIA NIGERIA
07.2019 - 12.2019
CUSTOMER SERVICE / TRANSACTION OFFICER
GTCO
02.2014 - 05.2018
- Google Analytics
- Airtable Admin Certificate
- Asana Worklfow Specialist
- Google Foundation of Project Management
- Brand Management
- Certified Customer Success Specialist – CCSS
Higher National Diploma - Office Technology And Management
Federal Polytechnic Nekede
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