Amarachi Esther Chigozie

AMARACHI ESTHER CHIGOZIE Lagos, Nigeria Phone No: -│Email:-LinkedIn: linkedin.com/in/amarachi-chigozie-a Summary Customer-focused and results-driven Customer Service Specialist with over 5 years of experience improving customer satisfaction, optimizing service operations, and driving business growth. Proven track record in resolving customer concerns, increasing retention rates, and enhancing operational efficiency. Adept at utilizing CRM tools (HubSpot, Intercom, Zendesk, Freshdesk) to manage support tickets, analyze customer trends, and implement proactive solutions. Strong ability to foster client relationships, improve response times, and ensure seamless customer experiences. Professional Experience Descom Enterprise Administrative and Customer Support (Remote) | June 2024 – Till-Date • • • • Improved appointment scheduling efficiency by 75%, leading to higher customer engagement. Managed office inventory using Google Sheets & Excel, ensuring 100% accuracy in stock records. Strengthened customer relationships, leading to a 40% increase in repeat clients. Handled complaints and resolved 90% of issues within 24 hours, ensuring high client retention rates. Heritage Bank PLC Customer Support Specialist | Sept 2020 – May 2024 • • • • • Successfully managed 80+ customer inquiries daily, ensuring prompt resolution and a 90%+ customer satisfaction rate. Increased customer retention by 35% by proactively identifying concerns and implementing tailored solutions. Enhanced response efficiency by utilizing CRM software, reducing customer wait time by 40%. Consistently achieved 85%+ of monthly sales targets by identifying customer needs and recommending suitable banking products. Led customer education initiatives, reducing service-related complaints by 25% through proactive communication. MTN Nigeria (ODL COMM.) Customer Service Representative | Dec 2017-Dec 2019 • Delivered first-contact resolution for 85% of customer inquiries, reducing escalations and improving service efficiency. • • • Boosted Net Promoter Score (NPS) by 20% through personalized service and active listening. Identified common customer pain points, collaborating with internal teams to reduce complaint recurrence by 30%. Processed and managed high-volume customer requests, including account updates and service activations, maintaining 100% compliance with company policies. Skills Core Competencies • • • • • • • • Customer Support & Relationship Management CRM Tools: HubSpot, Zendesk, Freshdesk, Intercom Conflict Resolution & Complaint Handling Process Optimization & Service Efficiency Communication & Emotional Intelligence Data Analysis & Performance Metrics Multichannel Support (Phone, Email, Chat) Problem-Solving & Critical Thinking Technical Proficiencies • • • • CRM Tools: HubSpot, Zendesk, Freshdesk, Intercom Communication Platforms: Slack, Teams, Google Meet/Chat Workflow Management: Asana, Trello, ClickUp, Monday.com Productivity Tools: Google Suite, Microsoft Office (Excel, Word, Outlook) Key Achievement • • • • • Reduced customer complaints by 30% through proactive issue resolution. Increased efficiency in handling inquiries, reducing average resolution time by 40%. Enhanced customer retention by 35%, directly impacting company revenue. Achieved 90% customer satisfaction rating in service reviews. Led process improvements that resulted in a 25% reduction in service delays. Education B.sc Sociology, Anambra State University, Igbariam Campus Nigeria 2016 Training and Certifications • • • • Virtual Assistant Cohort – ALX Africa Training On Demand Digital IT Skills- Digital witch IT Support Training Microsoft office suite & Google workplace – ALX Africa Training Customer care Specialist and Human Resources personnel – JPTS Training -