Ifeyinwa Rose Brooks
London
Summary
Dedicated customer service professional with expertise in customer issue resolution and complaint management protocols. Proven ability to optimise email responses and handle high volumes of calls efficiently, ensuring empathetic customer engagement and effective troubleshooting guidance. Skilled in live chat handling and customer relationship management, demonstrating calmness under pressure and personal accountability. Committed to enhancing call handling efficiency while pursuing career growth in salesmanship techniques.
Overview
4
4
years of professional experience
10
10
years of post-secondary education
1
1
Certification
Work history
Customer Service Advisor
Clarion Housing Group
London
03.2022 - Current
- Enhanced brand loyalty, provided excellent service at all times.
- Managed complex customer issues to successful resolution.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Assisted customers in product selection to boost sales.
- Logged customer complaints accurately, expedited corrective actions effectively.
- Guided customers through troubleshooting process with patience and clarity.
- Streamlined responses to emails, improved response time significantly.
- Resolved pressing customer issues, ensured repeat business.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
Customer Service Advisor
Liberata
London
11.2021 - 02.2022
- Successfully completed the government's energy rebate program.
- Optimised resource allocation during peak hours, prevented long wait times for callers.
- Conducted regular meetings with staff, boosted morale and productivity levels.
- Recorded and processed customer data accurately.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Enhanced brand loyalty, provided excellent service at all times.
- Streamlined responses to emails, improved response time significantly.
- Handled high volume of calls daily for faster issue resolution.
- Built rapport with clients through empathetic handling of concerns.
- Implemented new protocols for efficient complaint management.
- Resolved pressing customer issues, ensured repeat business.
Education
Bachelor - Economics
Delta State University
NG 09.2008 - 06.2014
WASSCE -
West African Senior School Certificate Examination
NG 09.2002 - 04.2007
Skills
- Customer issue resolution
- Email response optimisation
- Complaint management protocols
- Customer data processing
- Call handling efficiency
- Empathetic customer engagement
- Customer relationship management
- High volume call handling
- Effective troubleshooting guidance
- Calmness under pressure
- Salesmanship techniques
- Personal accountability
- Live chat handling
Affiliations
- Collaboration / Team Activities
- Journaling
- Customer Experience & Service Excellence
- Problem-Solving Activities
- Community Volunteering
Certification
Project management and Business Analyst
Timeline
Customer Service Advisor
Clarion Housing Group
03.2022 - Current
Customer Service Advisor
Liberata
11.2021 - 02.2022
Bachelor - Economics
Delta State University
09.2008 - 06.2014
WASSCE -
West African Senior School Certificate Examination
09.2002 - 04.2007