Annie Usenobong Warrie

Dedicated Customer Support Representative with a proven track record of ANNIE WARRIE Customer Support Representative delivering top-notch customer service across multiple channels, including phone, email, and chat. Committed to ensuring swift and effective resolution of customer inquiries, I excel in maintaining a high level of proficiency in delivering product and service knowledge to prospective and existing customers. Adept at collaborating with cross-functional teams, I actively contribute to the identification and implementation of best practices in customer support. Contact Information Prioritizes customer acquisition and retention through the maximization of customer satisfaction metrics. Lagos, Nigeria - - 836 - 7688- Employment History Customer Support Specialist Feb 2019 - July 2023 Placidway . Remote Skills Received callers providing exceptional listening skills to determine the nature of their call in order to clearly and precisely address their inquiries Excellent Communication Skills Strong Customer Practices Cost-Saving Knowledge Critical thinking skills in a professional manner. Communicated clear service/product standards and conducted customer needs analysis to ensure customer satisfaction. Ultimately, this led to an increase of 40% in CSAT metrics. Achieved a 95% customer satisfaction rate by resolving an average of 30 CRM Management complex customer inquiries daily, surpassing the company's 90% target Sales Profienciency Successfully reduced response times on email inquiries by 40%, enhancing Account Management overall customer experience and efficiency. Research Skills Developed sales techniques to successfully sell and upsell our services to Social Monitoring Analytical Skills Complaint Resolution new and existing clients. Maintained a high-quality service level, consistently meeting and exceeding KPIs, including an 85% first-call resolution rate for medical travel inquiries. Cross Selling / Up-Selling Answered product and service questions and offered information on Customer Prioritization and Focus related products and services. Boosted new customer NPS scores by 10% High Emotional Intelligence Solicited feedback from customers at every step of the process, and used Customer success advocacy this information to build macros and contribute to workflows in the Problem-solving skills Technical proficiency Dynamic Team Player company's CRM. Commended for the initiative, persuasiveness, intense customer focus, and dependability in performance evaluations. Displayed an unwavering commitment to customer service, Social Media Management resolved complex issues, and won customer loyalty. Time and Performance Management Organized customer information and account data for business planning Dynamic Team Player and customer service purposes. Excellent verbal and written communication skills Key relationship management. Maintained quality control/satisfaction records, constantly seeking new ways to improve customer service. Focused on customers' needs and expectations to ensure the best possible information and/or resolution was provided. Detail-oriented Monitored the progress of ongoing requests, and escalated concerns or Excellent coordination, and organizational roadblocks to management early in the process. skills Assisted in developing and implementing a comprehensive medical knowledge base system, reducing redundant inquiries by 20% and empowering patients with valuable self-service resources for their medical tourism journey. Demonstrated strong customer service practices through keen listening and empathy. Answered customer inquiries/requests via phone and live channels(phone and chats) Education H.N.D Maritime Transport & Business Management International Advanced Diploma in Logistics and Transport Customer Support Representative Jan 2015 - Jan 2018 MoGi Group . Remote Developed and led improvements and/or solutions to work processes and tools. Drove revenue and customer loyalty by researching discounts and specials Languages English available to long-term customers. Worked closely with the product development team on troubleshooting any issues, and providing detailed input to diagnose and resolve client issues. Processed questions and problems from users through a well-coordinated IT Proficiency ticketing system on Zendesk. Developed in-depth knowledge of change management processes and tools. Microsoft Office Suite Thoroughly conducted customer needs analysis by administering Typeform Saas surveys, and questionnaires and soliciting feedback. Zendesk HelpDesk Zoho CRM Hootsuite Organized customer information and account data for business planning and customer service purposes using software like Notion. Maintained quality control/satisfaction records, and constantly sort new Basecamp ways to improve customer service. Notion Attracted Mailchimp questions; suggesting information about other products and services. Flashdesk Worked with coworkers and end-users to determine the best course of Dropbox action to resolve support tickets in a timely and satisfactory manner. Gannt Chart Quickly and effectively solved customer challenges and followed up to Todoist Biteable Trello Asana Google Workspace potential customers by answering product and service ensure remediation. Answered queries on blogs and forums as well as social media channels. Used workflows and analyzed CSV files of gamers to identify system errors, troubleshoot and escalate to tier 2 customer support for expedient RingCentral resolutions. Zoom Participated in and contributed to the knowledge base to improve the WhatsApp Business company's customer support strategy. Google Chat Screened and handled email and live chat communications, escalating Pipedrive issues per guideline criteria. Google Suite Adobe Spark Post Adobe Lightroom ClickUp Canva Agorapulse Socialbee Process St. Discord Google Hangouts Slack Gorgias WordPress Sprout social Shopify Amazon Microsoft Teams DialPad Talk Nextiva BusinessComm. Suite