Rita Nnamani
Lagos
Summary
Customer service professional prepared to enhance client relations and optimize service delivery. An extensive background in resolving customer queries and ensuring satisfaction through effective communication and problem solving. Known for efficient team collaboration and adaptability to changing needs. I am proficient in conflict resolution, and I am skilled in using CRM tools to manage customer interactions and improve retention rates. Transitioning to a virtual assistant role, I bring a strong background in customer care and a commitment to providing efficient, reliable support.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Care Executive
Globacom Nigeria Limited
10.2022 - Current
- Challenge: Managing high volumes of customer queries and maintaining high satisfaction levels
- Action: Implemented an advanced issue escalation system to streamline problem resolution
- Result: Reduced resolution time by 20%, increasing customer satisfaction scores significantly
- Challenge: Engaging customers effectively across multiple communication channels
- Action: Developed and executed a targeted communication strategy for proactive customer support
- Result: Enhanced customer engagement by 30% and boosted retention rates by 15%
- Challenge: Generating new sales leads in a competitive market
- Action: Identified and pursued key customer opportunities to drive new business
- Result: Increased new customer acquisitions by 25% in the first year
- Challenge: Ensuring efficient use of CRM tools for managing customer interactions
- Action: Optimized CRM tool utilization to track and improve customer interactions
- Result: Improved customer retention rates and streamlined interaction management
- I helped a large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Took ownership of customers issues to follow problems through to resolution.
- Delivered personalized assistance by actively listening to customers'' concerns and adapting responses accordingly.
Shop Operational Manager
Spectranet Limited Nigeria
11.2018 - 12.2021
- Challenge: Addressing diverse customer needs while managing team performance
- Action: Enhanced query handling processes and trained team members on best practices
- Result: Achieved a 95% customer satisfaction rate and decreased repeat call rates by 15%
- Challenge: Managing accurate reporting and team operations
- Action: Prepared and managed detailed performance reports and attendance records
- Result: Boosted team productivity and improved operational consistency
- Challenge: Effectively training new team members
- Action: Designed and delivered training sessions on customer service applications and procedures
- Result: Reduced training time by 20% and increased team efficiency
- Improved team productivity through effective communication, training, and performance evaluations.
- Managed budgets for multiple projects, ensuring timely delivery and cost control.
- Increased customer satisfaction with consistent quality control measures and proactive issue resolution.
- Collaborated with executive leadership to develop strategic plans aimed at achieving long-term organizational growth and success.
Call Agent (Customer Experience Directorate)
Outcess Nigeria Limited
01.2017 - 10.2018
- Challenge: Delivering exceptional service while handling a high volume of calls
- Action: Utilized active listening and implemented problem-solving techniques to resolve issues
- Result: Increased first-call resolution rates by 18% and enhanced overall customer satisfaction
- Challenge: Ensuring accurate performance tracking
- Action: Assisted in preparing and analyzing performance reports
- Result: Provided actionable insights that improved team efficiency by 10%
- Challenge: Ensuring timely resolution of customer issues
- Action: Followed up on escalated queries to ensure prompt and appropriate responses
- Result: Achieved a 95% resolution rate, strengthening customer loyalty
Education
Bachelor's - History & International Relation
Ajayi Crowther University
11.2015
High school or equivalent -
Reliance Int. High School
12.2010
Skills
- Customer Service Excellence
- Effective Communication
- CRM Tool Proficiency
- Team Management and Training
- Sales and Lead Generation
- Problem Solving and Multitasking
- Customer support
- Call center operations
- Customer service background
- Well-organized
Certification
ALX Virtual Assistant Training (2024)
Customer Handling & Active Listening Courses
Languages
English,
Native language
Igbo, Yoruba
Proficient
C2
Timeline
Customer Care Executive
Globacom Nigeria Limited
10.2022 - Current
Shop Operational Manager
Spectranet Limited Nigeria
11.2018 - 12.2021
Call Agent (Customer Experience Directorate)
Outcess Nigeria Limited
01.2017 - 10.2018
High school or equivalent -
Reliance Int. High School
Bachelor's - History & International Relation
Ajayi Crowther University
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