About

Highly skilled Customer Support Representative with over 3 years of experience in customer inquiry resolution, consistently achieving high satisfaction and retention rates. Adept at leveraging CRM tools and effective communication in remote settings to simplify technical explanations and de-escalate conflicts, ensuring exceptional service delivery and client rapport.

Work

Engineersuzzy I.C.T World

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Customer Care Representative

, , Nigeria

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Summary

Leads customer issue resolution across diverse channels, leveraging CRM tools to enhance satisfaction and retention in a remote setting.

Highlights

Managed over 1,000 customer inquiries monthly across phone, email, and chat, consistently achieving a 95% resolution rate.

Simplified complex technical explanations into easily understandable terms, boosting customer retention by 20%.

Consistently maintained a 95% customer satisfaction rating through proactive issue resolution and empathetic support.

Successfully de-escalated conflict situations and retained 90% of initially dissatisfied clients, transforming negative experiences into positive outcomes.

Icitify Solution

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Customer Service Representative

, , Nigeria

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Summary

Delivered efficient customer support, managing daily inquiries and optimizing service processes to enhance satisfaction and reduce complaints.

Highlights

Managed an average of 50+ customer inquiries daily, achieving a 95% first-contact resolution rate.

Increased customer satisfaction scores by 20% through prompt, empathetic assistance and effective problem-solving.

Utilized customer feedback to optimize service processes and update support guides, enhancing overall service delivery.

Analyzed and documented recurring issue trends, contributing to a 15% reduction in customer complaints.

Yetunde Stores

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Sales Representative

, , Nigeria

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Summary

Provided personalized product guidance and support to customers, fostering satisfaction and building a loyal customer base.

Highlights

Provided personalized product guidance to 30+ daily customers, enhancing their purchasing experience and driving sales.

Successfully identified and upsold complementary items, significantly contributing to store revenue growth.

Resolved customer concerns promptly and effectively, achieving a consistent 90% customer approval rating.

Cultivated a loyal customer base through proactive and effective follow-up strategies, ensuring continued engagement.

Volunteer

Vice President, Students' Union

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Temple Gate Polytechnic

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Led student relations and coordinated initiatives to enhance student well-being and academic success.

Highlights

Managed student relations, effectively addressing and resolving over 50 student concerns and inquiries.

Coordinated 6 successful student-led initiatives focused on enhancing student well-being and academic achievement.

Languages

English

Certificates

Customer Care Training

Coursera

Skills

CRM Systems

Basic CRM Systems, Ticket Tracking.

Communication Tools

Zoom, Microsoft Teams, Email Support, Live Chat, Call Handling, Active Listening, Rapport Building.

Collaboration Tools

Google Workspace, Docs, Sheets, Gmail, Trello, Notion.

Productivity Tools

Microsoft Office Suite, Word, Excel, PowerPoint.

Customer Service & Support

Customer Inquiry Resolution, Customer Satisfaction, Customer Retention, Problem Solving, Conflict Resolution, Technical Support, Service Quality Improvement, Feedback Optimization, Issue Trend Documentation.

Sales & Relationship Building

Product Guidance, Upselling, Customer Approval, Repeat Customer Base.

Leadership & Project Coordination

Student Relations Management, Initiative Coordination, Stakeholder Engagement.