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Portfolio Hayat Kimya Nig LTD | Plot 1 Opic Estate Agbara Customer Relations Officer (Quality Maintenance Specialist) – September 2023 to date Answer phone calls, emails, and chat messages from customers. Provide accurate information about products, services, and policies. Listen to customer concerns empathetically. Investigate and resolve issues promptly to ensure satisfaction. Process customer returns, and exchanges. Track and update customers on the status of their orders. Fielding incoming phone calls, SMS, emails, and social media engagement by maintaining open and interactive communication balancing firmness with empathy and care for all customers Proactively address common questions and provide clear, concise, and supportive responses to reported incidents Monitor customers with sensitive complaints through quarterly calls even after complaint resolution Supports the business leadership by organizing report documents, labelling and storing retrieved complaints samples, and performing Root Cause Analysis through the SOP to verify the claim's validity and for quick resolution and implement corrective action against such complaints in the future Supports the business leadership during regulatory and statutory bodies’ visitation to the plant Provides support to MR (management representative) for system certification/recertification/(upgrade, Pack size extension, change in product label design), marketing permit, product branding, and advertisement approval and ensures that surveillance audits are carried out when due . Organizing root cause analysis briefing on complaints and returned products with all stakeholders, spanning from Quality, and supply chain in general to provide corrections and corrective actions in the manufacturing processes thereby eradicating production defects Ensure all QA Tests (raw materials and finished goods) are carried out on time and in full to serve as the backbone for our product quality Periodically visits the first-line customer warehouses, modern trade, and open markets to ascertain product integrity and sensitize customers on product storage method Provide weekly and monthly reports on vehicle inspection and product complaints’ respectively, records on performance Preparation of finished goods release, documentation and COA for exports Identify training needs and recommendations for team members to improve customer experience Ensuring non-conforming products are identified and placed on restriction Maintenance of GMP, GLP, and GHP in the production facility, equipment, and personnel to aid work safety and etiquette. Monahan Inc 89665 Stoltenberg Neck APT.325 - Customer Service Representative - January 24, 2023 – 30 August 2023 Assist clients with insurance - related questions, concerns, and requests via phone, email, or live chat. Provide clear explanations of policy coverage, terms, and conditions, and assist with policy changes, renewals, and cancellations. Guide customers through the claims process, ensuring all necessary documentation is completed and submitted for claims processing. Investigate and resolve customer complaints or issues, collaborating with other departments as needed to find timely and effective solutions. Promote additional insurance products or upgrades to existing customers, explaining product benefits and offering tailored recommendations. Update and maintain customer records in the company’s CRM system accurately and promptly. Ensure all interactions and transactions comply with company policies, industry regulations, and legal requirements. Schuster Marks and O’conner| Rashawn Fort Alabama, USA Call - Center Representative November 24, 2021 – October 19, 2022 Handle incoming calls and provide solutions to customers' issues. Answer customer inquiries about products, services, or policies. Offer technical support or troubleshooting assistance. Investigate and resolve customer complaints promptly and effectively. Escalate complex issues to supervisors or specialized teams when needed. Golner and Sons| Roscoe Bortford, 3313 Toney Courts APT USA - Consumer Care Specialist - September 16, 2020 – August 13, 2021 Respond to phone, email, and chat inquiries Provide detailed and accurate information about products, services, and policies. Guide customers through troubleshooting steps for resolving technical or service-related issues. Lowe Bergnaum | 2933 Boehm Estates Grahamshire Lowa, USA – Customer Care Representative February 11, 2019 – August 26, 2020 efficiently handling transactions of goods sold maintaining a pleasant customer experience and ensuring the smooth operation of the checkout process. Tracking client issues and work with other team members to resolve it