Charity Obumnaeme Eze

EZE CHARITY OBUMNAEME Customer care representative NO. 33 Ibiam Street, Uwani Enugu, Enugu state, Nigeria--PROFESSIONAL SUMMARY Energetic customer service professional, eager to deliver positive and memorable experience to every customer. Consistently exceed expectations with strong time management and multitasking abilities. Quick learner and hard worker,with natural sales talent. Cheerful and upbeat, creating friendly environments with topnotch services. Strategic social media manager, with superior content development and audience engagement skills. Strategically align sales objectives with marketing campaign strategy and brand imaging. EMPLOYMENT HISTORY 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. EDUCATION B.A Mass Communication at University Of Nigeria Nsukka Sep, 2011 - Jul, 2015 SKILLS PROBLEM solving Zendesk Proficiency Interpersonal skills Conflict resolution Time management Multitasking Active listening LANGUAGE English language