STELLA CHINELO OJUKWU
Aguda Surulere 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 candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
GUO Transport Ltd
03.2020 - 01.2024
- Handled customer inquiries: approximately 70% of incoming calls via phone, 20% of email, and 95% of chat, addressing product-related queries and resolving issues promptly.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Empowered customers by providing clear solutions and educating them on product usage and troubleshooting. Developed a knowledge base of frequently asked questions, reducing repeat inquiries by 25%.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Cared deeply about customers' concerns, actively listening and empathizing with their issues. I received a 95% customer satisfaction rating for my empathetic approach.
Customer Service Representative
Guba Express Courier Service Ltd
03.2018 - 02.2020
- Provided product information and troubleshooting assistance to customers via phone and email, consistently achieved 90% customer satisfaction rating
- Conducted follow-up with customers to ensure issue resolution and gathered feedback for continuous improvement initiatives.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered prompt service to prioritize customer needs.
- Actively listened to customers, handled concerns quickly, and escalated major issues.
Customer Service Representative
Nasik-C-Int. Company
05.2013 - 01.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements by 95%.
Education
Diploma in Science Laboratory Technology -
YABA College of Technology
08.2013
Skills
- Call Management
- Complaint resolution
- Product Knowledge
- Live chat support
- Customer Relationship Management (CRM)
- Problem Resolution
- Complaint Handling
- Follow-up skills
- Microsoft Office Suite
- Prioritization
- Problem-solving abilities
- Route Management
- Active Listening
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, and accurately providing information to ensure the resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Certification
- Customer Service Success
- Zendesk (Customer Service Software)
- HubSpot (Customer Relationship Management)
- Slack (Communication and Collaboration Platform)
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Trello (Project Management tool)
HOBBIES
- Traveling to new places
- Cooking and food styling
- Learning new languages and skills through online courses
Timeline
Customer Service Representative
GUO Transport Ltd
03.2020 - 01.2024
Customer Service Representative
Guba Express Courier Service Ltd
03.2018 - 02.2020
Customer Service Representative
Nasik-C-Int. Company
05.2013 - 01.2018
Diploma in Science Laboratory Technology -
YABA College of Technology
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