Ogechi Onwuzulike
Lagos
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Organized and dependable team player, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
Customer Support Specialist
Seedstars (Lendigo)
12.2022 - 11.2023
- Maintaining productive, open relationships with assigned accounts, reaching out to them regularly to identify needs and convey new offerings
- Handling customer questions and complaints via diverse channels, including social media and emails
- Analyzing call volume and average call time to monitor performance and productivity
- Sending out daily bulk emails to customers for retention purposes using YAMM
- Providing primary customer support to internal and external customers
- Evaluating customer issues and caller trends to determine areas in need of improvement and implement proactive corrections
- Resolving concerns with products or services to help with retention and drive sales
- Maintaining customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answering customer telephone calls promptly to avoid on-hold wait times
- Maintaining customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Evaluating customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintaining and managing customer files and databases.
- Providing primary customer support to internal and external customers.
- Utilizing customer service software to manage interactions and track customer satisfaction.
- Generating reports to track performance and analyze trends.
Social Media/live chat Agent
Ecobank Nigeria (ENG)
03.2022 - 11.2022
- Responding to customer inquiries quickly, directly, and concisely
- Showing emotional intelligence by understanding urgent and delicate, and emergency complaints
- Working closely with each customer to carefully resolve issues within timely fashion
- Developing exemplary writing skills through continued correspondence with upwards customers numbers per day
- Responding to customer inquiries and providing accurate information about products and services via live chat
- Asking open-ended questions to determine which products or services would be best fit for customer's needs
- Monitoring customer conversations and provided timely, knowledgeable assistance
- Assisting team leader with coaching and mentoring of new employees
- Resolving customer complaints by identifying problems, suggesting solutions and implementing corrective action
- Assisting department with email-based and phone support when call center was busy or short-staffed
- Optimizing customer support by establishing collaborative service environments through targeted operational initiatives
- Responding to customer inquiries and provided accurate information about products and services via live chat
- Monitoring customer conversations and providing timely, knowledgeable assistance
- Handling inbound customer chat conversations from various websites
- Working closely with each customer to carefully resolve issues within timely fashion
- Remedying issues quickly and within parameters of company-mandated policies and procedures
- Exhibiting high energy and professionalism when dealing with clients and staff
- Promoting superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
Contact Centre Agent/Voice consultant
Ecobank Nigeria (ENG)
02.2021 - 03.2022
- Receiving complaint, logging them on CRM, and suggesting possible solution
- Attempting creative resolution of customer's complaint
- Managing large amount of incoming calls, and meeting SLA target
- Collecting and reporting on customer's feedback
- Troubleshooting bottlenecks encountered by the customers while using a product
- Answering questions and advising on options which enables customers to best utilize the product
- Assisting clients with further enquiry on how a product works
- Asking fact-finding questions to determine customer needs and expectations and recommending specific products and solutions
- Handling high volume of inbound calls per shift to offer callers product and service information and generate quotes
- Resolving complaints to satisfy customers and encourage future transactions
- Answering phone with friendly greeting to create positive inbound calling experience for customers
- Utilizing basic troubleshooting techniques to diagnose and resolve customer inquiries
- Prioritizing customer service requests in order of urgency to promptly resolve critical issues
- Build positive relationships with customers by providing exceptional customer service
- Facilitating communication between customers and other departments to facilitate resolution
- Providing customers with product information and answered inquiries to provide top-quality service
- Demonstrating strong problem-solving skills by resolving customer issues during first call
- Adhering to company policies and scripts to consistently achieve call-time and quality standards
- Placing outbound customer service or customer satisfaction calls to follow up on issues.
- Resolving associate, tool and service delivery issues revealed by statistical reports.
Customer Care Representative/Contact Agent
Chupez New Dawn, Ajah, Lagos State
05.2020 - 01.2021
- Helping large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responding to customer needs through competent customer service and prompt problem-solving.
- Assisting call-in customers with questions and orders.
- Logging call information and solutions provided into internal database.
- Maintaining and managing customer files and databases.
- Generating weekly and monthly reports to highlight customer service performance and measure milestones.
- Delivering exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintaining up-to-date knowledge of product and service changes.
Account Clerk
National Youth Service Corps, Lagos State
07.2019 - 04.2020
- Analyzing, organizing and managing customers' invoices
- Auditing Invoices based on purchase orders & verified & recorded transactions
- Daily enter key data of financial transactions in database
- Preparing bank deposits, general ledger postings and statements
- Providing accounting and clerical support to the accounting department
- Providing assistance and support to company personnel
- Reconciling accounts in a timely manner
- Researching and resolving customer's problem related to billing and payments
- Typing accurately, prepare and maintain accounting documents and records.
Education
Diploma - Accounting
Nnamdi Azikiwe University
Awka, Anambra, NigeriaBachelor Of Arts - English
Lagos State University
Lagos, Nigeria04.2019
Skills
- Customer Response
- Product or Service Support
- Salesforce
- Ticket Management
- Quality Assurance
- Customer Relationship Management (CRM)
- Social Media Support (Hootsuite, Meltwater)
- Complaint Handling
- CRM Software (Zohodesk, Seibel CRM, Microsoft D365)
- Customer Retention
- Time Management
- Email Management
- Problem-Solving Abilities
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Collaborated with team of 7 in the development of Jumia Campaign.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Attained a team-lead position based on performance for the Jumia Campaign Project.
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Customer Support Specialist
Seedstars (Lendigo)
12.2022 - 11.2023
Social Media/live chat Agent
Ecobank Nigeria (ENG)
03.2022 - 11.2022
Contact Centre Agent/Voice consultant
Ecobank Nigeria (ENG)
02.2021 - 03.2022
Customer Care Representative/Contact Agent
Chupez New Dawn, Ajah, Lagos State
05.2020 - 01.2021
Account Clerk
National Youth Service Corps, Lagos State
07.2019 - 04.2020
Diploma - Accounting
Nnamdi Azikiwe University
Bachelor Of Arts - English
Lagos State University
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