Iheoma Ekene
Owerri
Summary
Customer Care Representative with a proven track record at Ozb, excelling in complaint resolution and relationship building. Adept at enhancing customer satisfaction through effective problem-solving and active listening. Skilled in managing high call volumes while maintaining professionalism, ensuring seamless communication and support for diverse customer needs.
Overview
7
7
years of professional experience
Work History
Customer Care Representative
Ozb
11.2022 - 02.2025
- Resolved customer inquiries via phone and email, ensuring high satisfaction rates.
- Assisted in training new representatives on customer service protocols and company policies.
- Streamlined complaint resolution processes, enhancing response times and customer experience.
- Collaborated with cross-functional teams to address complex customer issues effectively.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Administrative Assistant
Destiny Supermarket
09.2017 - 06.2020
- Managed scheduling and coordination of daily operations, ensuring efficient workflow and minimal disruption.
- Assisted customers with inquiries and concerns, enhancing overall service quality and satisfaction.
- Maintained accurate inventory records using point-of-sale systems, supporting stock management processes.
- Developed training materials for new staff, improving onboarding efficiency and knowledge retention.
- Collaborated with management to identify areas for operational improvements, enhancing team productivity.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Conducted research for project proposals, compiling information that supported winning bids.
- Supported recruitment processes, scheduling interviews and communicating with applicants to improve hiring timelines.
Education
Bachelor of Arts - Mass Communication
Imo State University
Owerri 09-2025
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Complaint handling
- Problem resolution
- Relationship building
- Customer relations
- Product education
- Time management
- Active listening
- Verbal and written communication
- Email communication
- Phone etiquette
- Call handling
- Issue follow up
Languages
English
Bilingual or Proficient (C2)
Timeline
Customer Care Representative
Ozb
11.2022 - 02.2025
Administrative Assistant
Destiny Supermarket
09.2017 - 06.2020
Bachelor of Arts - Mass Communication
Imo State University