Charity Obumnaeme Eze

Customer Service Officer at Peace Group ltd

Aug, 2021 - Sep, 2023

·        Managed a high volume of inbound customer inquiries, resolving 95% of issues without escalation to a supervisor.

·        Implemented new strategies to improve first call resolution rates by 15%, resulting in increased customer satisfaction and reduced wait times.

·        Developed and maintained strong relationships with key clients, contributing to a 30% increase in repeat business.

·        Utilized CRM software to accurately document and track all customer interactions, ensuring seamless communication across the team.

·        Acted as a liaison between customers and internal departments, facilitating timely resolutions for billing disputes and product concerns.

·        Proactively identified trends in customer feedback, providing valuable insights for product development and process improvements.

 

Social Media Manager at Peace Mass Transit Ltd

Feb, 2019 - Apr, 2021

·         Developed and implemented a comprehensive social media strategy, resulting in a 35% increase in brand awareness and engagement across all platforms.

·        Oversaw the daily management of multiple social media accounts, including content creation, scheduling, and analytics reporting for continuous improvement.

·        Conducted regular social listening exercises to monitor brand sentiment, identify trends, and inform content strategy adjustments as needed.

·        Trained new hires on company social media policies, best practices, and platform-specific nuances to ensure cohesive representation of the brand online.

Technical Support Officer at Chikason Consults

May, 2018 - Mar, 2020

·        Resolved over 90% of customer technical issues within the first call, leading to a significant increase in customer satisfaction ratings.

·        Collaborated with cross-functional teams to identify recurring technical issues and develop long-term solutions, reducing repeat calls by 30%.

·        Conducted weekly performance reviews with team members to discuss areas for improvement and develop action plans for growth.