Jethro Nwannkwo
Port Harcourt,Niger State
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver, working effectively and productively with diverse customers and individual needs. Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.
Overview
11
11
years of professional experience
12
12
years of post-secondary education
Work history
Customer support agent
Watchdog NEWS
Abuja, FCT Abuja
02.2023 - 11.2023
- Facilitated traceability of history and statistics by registering and reporting calls in CRM software.
- Smoothened customer onboarding experience, providing superior level of customer care.
- Fulfilled targets in line with complaint, dispute and chargeback procedures.
- Skillfully elicited relevant information from customers to pass queries to Remote Support Team with maximum efficiency.
- Maintained and updated customer contact and call ticket information within company database.
- Liaised with customers on progress of issues and routinely followed-up urgent requests.
Trainee customer service representative
MTN Nigeria
Lagos , Lagos State
12.2021 - 12.2022
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Recorded customer interactions in line with company policy.
- Followed escalation procedures to efficiently resolve complex queries.
- Multi-tasked to keep customer service levels at optimal capacity at peak times.
Receptionist
Living Faith Church aka Winners´ Chapel
Port Harcourt, Rivers State
01.2013 - 05.2015
- Kept reception area clean and neat to give visitors positive impression of the company.
- Answered and helped resolve enquiries from clients, vendors and general public.
- Managed bookings, schedule, cancel and re-arrange appointments.
- Collected and distributed incoming mail, employing strict confidentiality throughout.
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Answered 25+ telephone calls per day, compiling detailed notes and promptly forwarding as required.
Education
Bachelor of engineering - Gas Engineering
University of Port Harcourt
R-S Nigeria 08.2015 - 11.2021
Certificate of Higher Education - Science
Virgitab educational Centre
R-S Nigeria 09.2003 - 07.2009
Skills
- Interpersonal communication
- Time-management
- Attention to detail
- Analytical mind and strong problem-solving skills
- MS office proficient
- ability to work independently and with team
- Ability to work in adverse weather conditions
- Online customer support
- Ticketing system experience
- Customer service training
Languages
English
Native
French
Beginner
Accomplishments
- Supervised team responsible for executing well on projects, leading to 3% increased revenue.
- Documented and resolved customers issue, contributing to customers satisfaction .
Affiliations
Society of Petroleum Engineers(SPE)
Timeline
Customer support agent
Watchdog NEWS
02.2023 - 11.2023
Trainee customer service representative
MTN Nigeria
12.2021 - 12.2022
Bachelor of engineering - Gas Engineering
University of Port Harcourt
08.2015 - 11.2021
Receptionist
Living Faith Church aka Winners´ Chapel
01.2013 - 05.2015
Certificate of Higher Education - Science
Virgitab educational Centre
09.2003 - 07.2009