Anna Cynthia L

. . Anna Cynthia Gozie Customer success representative-- Dedicated Customer Service Representative (CSR) with a passion for fostering genuine connections and delivering exceptional support across phone, email, and chat platforms. Committed to understanding customer needs and offering tailored solutions that not only resolve issues but also enhance satisfaction and loyalty. Skilled in navigating complex inquiries with professionalism and efficiency. Leveraging a deep understanding of products and services to ensure accurate and valuable assistance. Proven ability to collaborate cross-functionally, coach team members, and elevate the overall customer experience. Continuously striving to exceed expectations, drive retention, and contribute to organizational success. Skills Customer Relations Communication skills Negotiation Retention strategies Technical Expertise Problem Solving Active Listening Attention to detail Empathy Multifaceted 2022-01 - 2024-3 Excellent Excellent Very Good Very Good Very Good Excellent Excellent Excellent Excellent Very Good Work History Customer Service Representative Floori Visualizer (SAAS)USA  Addressed customer inquiries across phone, chat, email/ticketing, social media, and blog posts to ensure consistent and timely responses. . .  Assisted customers via phone, email, loom recordings and virtual meetings in understanding product features, benefits, and pricing to facilitate informed purchasing decisions.  Resolved customer complaints and concerns by providing effective solutions, escalating issues when necessary for prompt resolution.  Maintained up-to-date knowledge of company products, services, and policies to offer accurate information across all communication channels.  Documented customer interactions using CRM systems, ensuring thorough record-keeping and follow-up on customer inquiries and feedback.  Monitored company's social media platforms and blog comments to address customer feedback, comments, and inquiries promptly.  Collaborated with cross-functional teams, including sales and technical departments, to ensure seamless communication and resolution of customer issues.  Conducted post-interaction follow-ups via various channels to assess customer satisfaction, gather feedback, and identify areas for improvement. 2021-04 - 2021-12 Customer Success Representative Bonafide health and Skincare, USA.  Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.  Adhered to company policies, privacy regulations, and service level agreements (SLAs) while interacting with customers across all communication channels.  Provided primary customer support to internal and external customers.  Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.  Created and shared informative content on blogs and social media platforms to educate customers about products, services, and industry trends.  Answered product and service questions, suggesting other offerings to attract potential customers across phone, live chat and email platforms.  Enhanced productivity levels by anticipating needs and delivering outstanding support.  Identified opportunities to enhance customer loyalty and retention through personalized recommendations, incentives, and loyalty programs. 2018-02 - 2021-03 Customer and Sales Service Expert Specialty Life Insurance , Ontario Canada . . Actively engaged with customers to understand their needs, provide  product recommendations, and facilitate sales transactions.  Managed and updated CRM systems with accurate customer data, ensuring seamless communication and efficient sales tracking.  Conducted follow-up calls and emails to nurture leads, address concerns, and convert prospects into loyal customers.  Participated in regular sales training sessions to enhance product knowledge, sales techniques, and customer engagement strategies.  Utilized analytical tools to assess sales trends, customer preferences, and market demands, informing strategic sales initiatives.  Assisted customers in navigating product features, pricing options, and promotional offers to optimize their purchasing experience.  Collaborated with sales and marketing teams to develop targeted campaigns, promotions, and upsell opportunities based on customer insights.  Evaluated customer feedback and sales performance metrics to identify areas for improvement and implement effective solutions.  Maintained a proactive approach in addressing customer concerns, ensuring timely resolution and fostering long-term relationships.  Engaged in cross-selling and upselling techniques to maximize revenue opportunities and increase average transaction values.  Leveraged social media platforms and online resources to engage with customers, promote products, and drive sales conversions. 2015-10 - 2019-09 Education Bachelor of Science: Psychology GIU 2019-01 - 2019-08 Digital Marketing UDEMY Online - San Fransisco, USA Customer Success, Udemy Online. Additional Information CRM Experience: Gorgias Zendesk Shopify Ordergroove Gladly Salesforce Hubspot Five9 dialer IT Skills Microsoft Office Suite including Word, Excel. Powerpoint G Suite including Google Docs and Google Sheets . . . Virtual meetings (Zoom, Googlemeet, Teams), & Loom Video. Workforce Management Software Workforce Hubstaff ActiveTrack DOMO : Sales and calls Track