Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Kelechi Eziwanee

Kelechi Eziwanee

Lekki

Summary

A resourceful Virtual assistant and customer service professional with over 4 years of experience in resolving inquiries and enhancing customer satisfaction, consistently achieving high satisfaction ratings. Skilled in CRM software, Microsoft Office, and customer relationship management. Known for strong communication, active listening, and delivering quick, personalized solutions to enhance customer and client experience. Seeking an entry-level role where I can contribute to a customer-focused environment and exceed service goals.

Overview

5
5
years of professional experience
3
3
Certification

Work History

Customer Support / Virtual Assistant

The Borough
01.2023 - Current
  • Provided quick and friendly support to customers, helping with product information and guiding them through transactions
  • Handled 20 customer inquiries with a focus on providing helpful, clear answers and improving their experience
  • Organized and updated digital records for transactions and appointments, supporting team coordination
  • Proactively assessed customer needs, resulting in expedited solutions that led to a 25% boost in customer satisfaction ratings
  • Created and refined customer service templates and scripts, making responses quicker and more consistent
  • Conducted follow-ups with customers to ensure their issues were resolved, showing a dedication to excellent customer service
  • Collaborated with team members to share feedback and suggestions for improving processes, helping to create a more efficient workflow

Call Center Agent

Daytona
01.2022 - 12.2022
  • Responded to 30 customer questions daily and resolved issues over the phone, maintaining a professional and courteous approach
  • Followed up with 20 customers to ensure their issues were resolved, creating a positive experience
  • Suggested ideas to management to improve service delivery and make processes smoother
  • Proactively addressed customer needs, helping to ensure a quick and satisfactory experience
  • Followed up on unresolved cases, ensuring customers felt supported and valued, which fostered stronger customer loyalty
  • Assisted in training new team members on best practices and communication techniques, contributing to an improved team service approach
  • Documented customer interactions and tracked recurring issues, providing insights to management that helped improve call handling processes
  • Addressed an average of 20 customer service questions daily with professionalism and courtesy, ensuring a customer satisfaction score of 90%
  • Utilized company's CRM system to update records and manage cases efficiently, ensuring accurate tracking of customer histories

Customer Service Representative

Gift card 8
01.2020 - 12.2021
  • Responded to over 30 customer inquiries weekly, maintaining a professional approach to ensure a positive customer experience
  • Assisted 10 customers by explaining product features and guiding them through setup processes, helping to increase customer understanding and reduce repeat calls
  • Documented 30 customer interactions daily to spot patterns, making suggestions that led to better support processes and a more efficient team response
  • Collaborated with other departments to troubleshoot and resolve escalated issues, demonstrating teamwork and a commitment to customer care
  • Maintained accuracy in data entry and records, ensuring easy access to information for follow-ups or future reference

Education

BSc - Mass Communication

National Open University of Nigeria (NOUN)
03.2025

Secondary School Certificate -

Othmanzak Comprehensive College
12.2019

Skills

  • Mycloudpos
  • Salesforce
  • Microsoft Office Suite
  • Google Suite
  • Customer Service Excellence
  • Customer Relationship Management
  • Communication
  • Client relations
  • Problem Solving
  • Client Relations
  • Customer Retention
  • Multitasking
  • Conflict Resolution
  • Adaptability and problem-solving

Certification

  • Excellent Customer Service for Customer Experience, 2024
  • Exceptional Customer Experience for Customer Loyalty, 2019
  • Microsoft Office 365 Training (Word, Excel, PowerPoint, Access, Outlook), 2017
  • Diploma in Desktop Publishing, 2016
  • Alx virtual assistant
  • Last resort academy virtual assistant

Timeline

Customer Support / Virtual Assistant

The Borough
01.2023 - Current

Call Center Agent

Daytona
01.2022 - 12.2022

Customer Service Representative

Gift card 8
01.2020 - 12.2021

BSc - Mass Communication

National Open University of Nigeria (NOUN)

Secondary School Certificate -

Othmanzak Comprehensive College

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Kelechi Eziwanee