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HOUSTON TEXAS| EMAIL AVAILABLE | PHONE NUMBER AVAILABLE
CUSTOMER EXPERIENCE CUSTOMER SERVICE
Supportive Customer Experience Consultant expert with a passion for building relationships. Exceptional ability to
communicate effectively with customers, address their concerns, and resolve issues to ensure satisfaction. Strong
problem-solving skills and ability to think quickly in high-pressure situations. Adept at using CRM software and other tools
to manage customer interactions.
Skilled in client experience management, customer satisfaction surveys, and problem-solving. Entrepreneurial
Spirit, always seeking new opportunities and challenges to tackle.
Comfortable, focused, and organized in fast-paced, high-output environments. Strong communication, analytical,
and marketing skills, with the ability to work in various platforms/systems.
KEY SKILLS
Customer Relationship Management
Escalation Management
Product Knowledge Help Desk
Salesforce
Support Technical Support
Customer Retention Account Management
Project Management
CAREER HIGHLIGHTS
MOTHER S HEART ACADEMY, JANUARY 2023-PRESENT (AS ASSISTANT DIRECTOR)
Acted as an advocate for the customers by documenting insights and sharing them internally with the Product team,
resulting in a 20% improvement in product satisfaction among customers.
Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and
problem-solving techniques.
Managed an average of 70 customer interactions per day, successfully resolving 90% of issues on the first call.
N&V LOGISTICS. SEPTEMBER 2021-DECEMBER 2022. CUSTOMER SERVICES REP.
Assisted an average of 100 customers per day via email, Loom, and live video (Zoom) resulting in 90% satisfaction
rate.
Routinely updated clients, following SLA (Service Level Agreement) guidelines, on active issues to gain
additional information or to advise of status, resulting in a 95% customer satisfaction rate.
Actively monitored and engaged with additional support channels, such as Slack and social media, resulting in a 40%
increase in customer engagement.
Communicated effectively with internal groups to resolve urgent or escalated issues, resulting in a 50% decrease in
resolution time.
IGLOO PRODUCT CORP. JANUARY 2018-AUGUST 2021. (AS A LEAD IN THERE E-COMMERCE DEPT) Provided
first-level end user resolution to an average of 50 customer inquiries per day escalated through all access channels
(Portal, Chat, Email, and Phone).
Responded to client inquiries within established timelines, resulting in a 95% customer satisfaction rate.
Provided consultative guidance to customers towards the resolution to their service issue, resulting in a 25%
decrease in repeat customer inquiries.
Routed an average of 20 incoming, existing tasks per day to the appropriate team, resulting in a 90% success rate in task
completion.
CAREER HIGHLIGHTS (CONTINUED) Page 2 |
EDUCATION
DEGREE
UNIVERSITY OF NIGERIA NSUKKA.
INTERPERSONAL SKILLS
Communication, Emotional Intelligence, Training, Team-working, Negotiation, Persuasion, Influence, Problem Solving, Conflict
Resolution, Transparency, Relationship Building, Active Listening, Attention to Detail
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