Joan Chidinma

● Successfully wore multiple hats, including managing a high-volume front desk and phone system, providing comprehensive information on real estate and financial products, and acting as a vital liaison between clients and the accounts department.

● Commenced as a Front Desk / Customer Service Officer and rapidly advanced to a leadership role managing the customer service team of 2 branches due to exemplary performance.

● Implemented WordPress CRM to streamline processes, reducing response times by 20% and enhancing data accuracy.

● Effectively responded to over 750 emails and phone calls from 1000 customers regarding billing, account information, and general inquiries.

● Improved PR events and effectively managed social media accounts, resulting in a 15% increase in online engagement and brand visibility.

• Demonstrated exceptional written and verbal communication, ensuring prompt and empathetic resolution of customer concerns, resulting in a 95% customer satisfaction rating
• Collaborated with cross-functional teams, including public relations professionals and account managers, to provide seamless and cohesive support to 10+ clients simultaneously
• Developed a deep understanding of the firm's services, enabling accurate and comprehensive responses to 100+ client inquiries per week and promoting a positive brand image
• Maintained accurate and detailed records of customer interactions, inquiries, and resolutions using CRM software, ensuring efficient follow-up and information retrieval.

• Provided personalized assistance, recommendations, and problem- solving solutions to maximize customer satisfaction.
• Proved successful working within tight deadlines and a fast-paced environment.
• Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Led regular customer service meetings to review progress identify challenges and provide feedback.
• Collaborated closely with kitchen and delivery teams to ensure efficient order processing and timely delivery, maintaining strong communication and coordination.

• Proactively up-sold and cross-sold menu items, increasing sales revenue and enhancing customer satisfaction
• Responded promptly and professionally to customer inquiries and concerns, resolving issues and maintaining positive relationships
• Consistently met or exceeded monthly sales targets, demonstrating strong communication skills and a results-driven approach.