Blessing Onwuli

BLESSING AKUDO ONWULI-- Upwork / Portfolio PROFESSIONAL SUMMARY A self-motivated and empathetic customer Service specialist dedicated to customer satisfaction. With 3 years of experience delivering exceptional support and solutions, proficiency in e-commerce platforms and CRM tools, and a proven track record of providing timely and accurate resolutions to customer inquiries. With a strong passion for delivering exceptional customer experiences EXPERIENCE Customer Service Representative, AK Entertainment (Jan 2024 - Dec 2024) Responded to customer inquiries via phone, email, and live chat, resolving issues promptly and professionally. Handled an average of 50 customer inquiries per day via phone, email, and live chat, with a 95% resolution rate within SLA. Addressed technical difficulties, payment issues, and platform concerns, ensuring compliance with company policies. Utilized Freshdesk CRM to manage customer concerns, maintain detailed records, and collaborate with the team to escalate and resolve complex issues, ensuring adherence to company guidelines and security protocols. Consistently achieved a 99% satisfaction rate in live chat support, reflecting a strong commitment to customer service excellence. Customer Service Representative, Rodze Hotel (Jan 2021 - Dec 2024) Resolved customer complaints and issues on the first contact, ensuring swift and satisfactory outcomes. Provided exceptional customer service, achieving a 95% customer satisfaction rating and contributing to a 20% increase in customer loyalty. Improved customer communication by streamlining phone and email processes, resulting in a 30% reduction in response times. Consistently received positive feedback from customers and managers alike, demonstrating a strong commitment to delivering exceptional customer experiences. SKILLS Excellent Communication Customer Relationship Management Knowledge of e-commerce platforms (Shopify, Magento, and WooCommerce) CRM Tools (Zendesk, Freshdesk, Infloww, HubSpot, and Salesforce) Technical Skills (Notion, Slack, G Suite, Loom, Microsoft Office) Email and Chat Support Organizational and Time Management Attention to Detail Independent Work EDUCATION Bachelor Of Science Political Science, National Open University of Nigeria (2018 - 2022) CERTIFICATIONS LinkedIn Learning Customer Service: Problem Solving and Troubleshooting Customer Service: Serving Customers Through Chat and Text Digital Witch Support Community. On-Demand IT Skills African Leadership Xcelerator (alx) Virtual Assistant Skills Prosirm Premium Tech Solution Computer Diploma