Aisha Mohammed

Aisha Mohammed, N0. 6, Melody Garden Estate Abuja, FCT 901101 - -. --- Objective: Highly committed, dedicated and result – oriented Customer Service Representative and Virtual Assistant with more than three years cognate experience and proven track record of providing exceptional service to clients, seeking to leverage my strong communication and problem-solving abilities to contribute to the growth of the company. --- Professional Experience: Customer Service Representative| Outsource Global Technologies Limited, Abuja| Date Started 2021 -2023 Assisted customers with purchases, returns and exchange of products. Responded to customers’ inquiries via phone, email, live chat addressing concerns and providing timely solutions. Investigated and resolved delivery issues, including; delays, damages and missing attempt resulting in a significance of customers complaints. Provided technical support for troubleshooting product issues and guided customers through troubleshooting steps. Utilized CRM software to document customer interactions, track resolutions and follow up on resolution. Met and exceeded performance metrics for customer satisfaction, response time and resolution rate. Customer Service Representative | Neo Cloud Technologies ICT and Computer LTD, Abuja, Nigeria| Date Started 2020 – 2021 Analyzed customer feedback and data to identify trends and areas for improvement. Handled incoming calls, screened and directed inquiries to appropriate departments. Handled and resolved customer complaints, ensuring high level of customer satisfaction. Identified opportunities for process improvements to enhance the overall customer experience. Adapt to different communication channels and technologies to provide seamless support to customers. Product Knowledge: Develop a deep understanding of our platform and the agricultural products and services offered, effectively communicating features, benefits, and value propositions to customers. Education: LLB, BL- Common law | Kogi State University, Ayingba, Nigeria | 2018 Skills: - Customer Relationship Management (CRM) - Effective Communication - Problem Resolution - Proficient in using remote communication tools - Documentation and Record Keeping - Quality Assurance - Good listening skills and empathy - Attention to details - Ability to work independently with minimal supervision - Multitasking and time management Software Proficiency: - Salesforce Service Cloud - Podio - Zoho - Ringcentral - Five nine - Call tools - Vicidial - Rabbit - Zendesk - Hubspot Awards and Achievements: - Recognized as "Most efficient team member" at Cloud Technologies ICT and Computer LTD for outstanding customer service and problem-solving skills. - Achieved a 98% customer satisfaction rate during tenure at Outsource Global Technologies Limited. References: Available upon request.