Benedicta Otiebhoria

BENEDICTA OTIEBHORIA Customer support representative Benin city, Nigeria | - | My Portfolio | LinkedIn | Brief Intro Video | -Working remotely Professional summary Dynamic and results-driven Customer Service Professional with over 8 years of experience in dynamic and fast-paced environments. Demonstrated ability to handle customer inquiries, resolve issues, and ensure satisfaction through personalized service delivery. Skilled in building strong relationships and adapting to evolving customer needs, resulting in increased customer loyalty and retention. Proficient in leveraging effective communication and problem-solving skills to enhance the customer experience and drive company goals. Experienced in virtual assistance and proficient in CRM tools. Committed to delivering excellence in customer service and contributing positively to team dynamics. Work experience -JESS ROYAL TEXTILE COMPANY(2020 – 2024) Customer Relationship Manager; - Oversee customer onboarding, support, and retention strategies to enhance client experience. - Establish strong relationships with customers, ensuring their needs are met effectively. - Collaborate with cross-functional teams to improve customer satisfaction and engagement. - Utilize data analytics to identify customer pain points and optimize their journey. SUPREME CLINIC(2016 – 2019) Remote Customer Relations Specialist; - Managed patient inquiries and provided virtual support, ensuring seamless interaction. - Assisted in scheduling and maintaining effective communication channels between patients and healthcare providers. - Developed customer service protocols to improve patient experience and streamline administrative processes. Education; - Eyaen Secondary School – High School Certificate (2011) -University of Benin_ BSC Mass communication ( 2014) - College of Health – Community Health Extension Worker License (2020) - Digital Witch IT support – Certificate of Completion (2025) Currently taking a course on cloud computing\ security Skills and competence -Customer Relationship Management {CRM} - Conflict Resolution & Problem - Virtual Customer Support & Engagement - Data-Driven Decision Making - Communication & Active Listening - Cross-functional Team Collaboration Tools and technologies - CRM Software (Salesforce, HubSpot, Intercom, Zendesk) - Customer Analytics & Reporting Tools - Remote Collaboration Platforms (Zoom, Slack, Microsoft Teams) -project management tools ( Trello, Asana) -Lead generation\nurturing tools ( Apollo.io, Lemlist) Achievements - Successfully improved customer retention rates by 85% through tailored engagement strategies. - Developed and implemented a new customer feedback system leading to more closing deals and retailing customers - Spearheaded initiatives that enhanced virtual customer experience, reducing response times by 80%. Languages; Fluent in both spoken and written English