Tochukwu Akagha
Customer Service Manager
Abuja,Nigeria
Summary
Knowledgeable and dedicated customer service professional with extensive experience in logistics, retail and hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
1
1
Certification
1
1
Language
Work History
CUSTOMER SERVICE REPRESENTATIVE
Kirkendall Dwyer LLP
Dallas, Texas
05.2020 - Current
- Assisting customers with any technical problems or billing queries, in attentive and empathetic manner
- 100% satisfaction rating through consistent, proactive resolutions of customers issues on first call and handling back-office queries.
- Archived long-term business objectives by analyzing customer feedback for process improvement.
- Engage in active listening with client's, confirming or clarifying information and diffusing difficult or unhappy customers as required.
- Increased client data accuracy by 100% through managing and updating client information on salesforce.
- Reduced customers complaints by 50% by improving current processes in response to client feedback.
CUSTOMER SUPPORT AGENT
Getfit Technologies Limited
Nigeria, Abuja
03.2019 - 05.2020
- Maintained 120% of call targets through advanced outbound collections skills to handle account queues from 50-100 accounts per day.
- Ensuring 100% customer satisfaction with regards to rates, service, and shipment inquiries, as well as handling of service failures consistent with DHL performance standards.
- Led 80% of team shipment inquiries by actively communicating with customers and suppliers to make sure shipments are delivered within 24 hr.
- Collected customer feedback and delivered reports to leadership to promote correction.
Education
Bachelor of Arts - Communication studies
Imo State University
Imo, State 09.2013 - 10.2016
Skills
Great communicator
Enthusiasm, drive and motivation
Multitasking skills
Technical Support
Empathy
Shipping procedures understanding
Professional telephone demeanor
Complaint resolution
Strong command of written and verbal English
Certification
Certified Customer service specialist, LinkedIn - 2021
Accomplishments
- 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.
Awards
- Awarded Fast Delivery Award and Employee of the Month 3 times
Strengths
- Empathy
- Patience
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Kirkendall Dwyer LLP
05.2020 - Current
CUSTOMER SUPPORT AGENT
Getfit Technologies Limited
03.2019 - 05.2020
Bachelor of Arts - Communication studies
Imo State University
09.2013 - 10.2016