NJOKU CHINONSO JUDITH
CUSTOMER SUPPORT AND EXPERIENCE OFFICER
Summary
I am a dedicated Customer Service professional with 5 years of experience, knowledge of service delivery and proven multitasking abilities. I have mastered identifying customer needs, managing multiple accounts, and providing solutions that increase customer retention and satisfaction through calls, chats, and emails. I am continually driven to go above and beyond to maintain professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
15
15
years of post-secondary education
Work History
Senior Customer/Driver Support& Experience Officer
GOKADA
11.2022 - Current
- Support other teams in problem-solving and address escalated internal and external customer issues in a responsive, timely, and accurate manner.
- Made significant contributions to enhance customer relationships and deepen loyalty. Assist in monitoring and evaluating the team's performance to ensure efficiency in customer service delivery. Promptly escalate issues that affect effective and efficient customer service.
- Assist with coaching/training of new team members to ensure that they achieve or exceed expectations.
- Collate feedback regarding processes and policies that alienate customers and riders and share with the line manager and also the sales and tech team.
- Interact with customers by telephone and chat to resolve issues, provide information about promotions, new features, and product functions.
- Manage and oversee the affairs of the team in the absence of my line manager.
Account Manager
LawPavilion Business Solutions
01.2022 - 11.2022
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Identified prospective customers using leadgenerating methods, and managed portfolio Maintained and built CRM records, reports, and opportunities to increase sales optimization
- Trained and managed new employees with our product and created training document
- Interacted with customers by telephone or in person to provide information about promotions, new features, and product functions.
- Developed, maximized, and maintained long-term relationships with potential and existing clients to enhance customer satisfaction, customer retention, and company sales.
Customer Success Executive
LawPavilion Business Solutions
06.2021 - 01.2022
- Led a team to generate revenue through referral marketing within the first 3 months of resumption.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Cultivated a culture of continuous improvement by regularly soliciting feedback from customers regarding areas where improvements could be made.
- Made 40-50 outbound calls per day as well as added new opportunities daily.
- Handled high volume of inbound calls, and responded to emails/chats while providing excellent customer service.
- Consistently met performance and quality benchmarks in professionalism, establishing rapport, problem resolution, and customer loyalty.
- Recorded and reviewed costumer's call interaction within the company's database through detailed notations
Customer Service Agent
Jumia Nigeria
09.2019 - 05.2021
- Demonstrated empathy in handling difficult situations and dissatisfied customers, fostering trust and loyalty among customers.
- Relate feedback from customers to team lead to develop innovative solutions for complex customer problems.
- Recognized for promoting a newly rebranded product and exceeding the monthly conversion goal of 10 customers.
- Met and surpassed performance in all areas (speed, accuracy, and volume) for the first 3 months and consistently met performance.
- Worked in a busy call center environment handling high call volumes of about 120 inbound or 150 outbound calls per day
Customer Success Executive
Tiffs And Michs
10.2015 - 08.2019
- Made daily cash counts and deposits as well as assuring that store inventory levels accurately.
- Computed sales prices, totaled purchases, and processed payments as well as operated a cash register to process cash, and card transactions.
- Resolved customers issues/complaints improving customer satisfaction and client retention.
- Assisted store management with coordination, organization, and implementation of new merchandise.
- Recommended merchandise based on customer needs, latest trends, product quality, value, and style which helped to increase monthly sales.
Education
Bachelor of Science - Pure And Industrial Chemistry
Nnamdi Azikiwe University
Awka, Nigeria 04.2001 - 04.2016
Customer Success In SAAS 101 - undefined
UDEMY FRED LEONG & SANTSH VADIVELU
CX - Customer Experience Management - undefined
UDEMY Matthieu Bonelli
Skills
Google Suite and Microsoft Suite
Customer Support
Planning & Strategy
Problem-solving skills
Account Management
Microsoft Office Suite
Staff Training & Development
Customer Retention Strategy
Cross-Selling & Upselling
Report Writing and Documentation
Leadership and People Management
Customer Relationship Management
Timeline
Senior Customer/Driver Support& Experience Officer
GOKADA
11.2022 - Current
Account Manager
LawPavilion Business Solutions
01.2022 - 11.2022
Customer Success Executive
LawPavilion Business Solutions
06.2021 - 01.2022
Customer Service Agent
Jumia Nigeria
09.2019 - 05.2021
Customer Success Executive
Tiffs And Michs
10.2015 - 08.2019
Bachelor of Science - Pure And Industrial Chemistry
Nnamdi Azikiwe University
04.2001 - 04.2016
Customer Success In SAAS 101 - undefined
UDEMY FRED LEONG & SANTSH VADIVELU
CX - Customer Experience Management - undefined
UDEMY Matthieu Bonelli