Jennifer Ugo Nkemakolam
Customer Experience Analyst
Lagos,Nigeria
Summary
Customer-oriented professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations/challenges to best enhance the organizational brand, and well versed in applying conflict resolution strategies to escalated customer complaints.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Customer Experience Analyst
CASHAAM CORPORATION
Austin, Texas
09.2021 - Current
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created customer support strategies to increase customer retention.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Identified and communicated customer needs to software engineering team.
- Established team priorities, maintained schedules and monitored performance.
- Wrote grammatically sound documents and presentations and crafted messages at right level.
- Provided proactive and highly responsive communications.
- Triaged and resolved support requests via phone, email, live chat and remote web access.
- Served as support resource to team members in key meetings.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Responded to customer requests for products, services and company information.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Boosted sales revenue by skillfully promoting diverse service options.
WordPress Website Designer
JUNN DIGITAL, LLC
Louiseville, Kentucky
07.2018 - 09.2021
- Provided front-end website development using WordPress, Hubspot and other editing software.
- Discussed site and app requirements with clients to produce actionable development plans
- Adhered to SEO best practices while designing sites.
- Oversaw technical issues and troubleshooting requests to resolve user problems.
- Engaged with clients to plan and optimize site issues and queries.
- Implemented changes and integrated requested elements to streamline business operations.
- Implemented content management and security resource tutorials to assist end-user training.
- Multi-tasked across multiple functions and roles to meet deadlines and organizational expectations.
- Applied emerging technologies to update and maintain site applicability.
Skincare Entrepreneur
CARE NATURELE ORGANICS
Ajah, Lagos
06.2016 - 08.2021
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Multiplied earnings through sales goal achievement, customer service improvements and commitment to brand objectives.
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
- Managed inventory control, monetary control and online store procedures.
Education
Bachelor Of Science - Economics
Bingham University
Nigeria 09.2011 - 08.2014
ABE Level 3 Certificate - Business Management
University of London
London, England 09.2007 - 06.2008
Skills
Inter-department collaboration
Strategic communications
Schedule Management
Customer Relations
Client service optimization
Team Building
Budgeting
Negotiation
Revenue growth
Account updates
Staff Management
Additional Information
Currently undergoing hands-on training in Software Automation Testing, Salesforce Administration and Business Analysis.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Customer Experience Analyst
CASHAAM CORPORATION
09.2021 - Current
WordPress Website Designer
JUNN DIGITAL, LLC
07.2018 - 09.2021
Skincare Entrepreneur
CARE NATURELE ORGANICS
06.2016 - 08.2021
Bachelor Of Science - Economics
Bingham University
09.2011 - 08.2014
ABE Level 3 Certificate - Business Management
University of London
09.2007 - 06.2008