Chiamaka Eze

CHIAMAKA PRISCA OGUBIE Port Harcourt, Nigeria Phone: - Email:-Linkedin: https://tinyurl.com/3w3eayvc PROFESSIONAL PROFILE Dynamic and results-driven Customer Service Representative with 3 years of experience in providing top-tier remote support to diverse clientele. I am known for delivering exceptional customer satisfaction by resolving complex issues swiftly and effectively. I excel in building rapport, identifying customer needs, and delivering tailored solutions across multiple communication channels. With a solid command of CRM systems, I streamline workflows, enhance productivity, and consistently exceed key performance indicators. I am passionate about problem-solving and dedicated to ensuring a seamless customer experience, I am committed to contributing to a company’s success by fostering long-term client relationships and promoting customer loyalty. CAREER OBJECTIVE To leverage my expertise in delivering seamless customer experiences and optimizing support processes. I am eager to contribute to a forward-thinking organization by using my skills in communication, problem-solving, and CRM technologies to resolve issues efficiently and exceed client expectations. My goal is to foster long-term customer relationships, enhance team performance, help the company achieve its growth objectives through exceptional service delivery and continuous improvement, enhance operational efficiency and build long-term customer loyalty in a remote capacity. PROFESSIONAL EXPERIENCE Customer Service Representative Bamboo Real Estate and Construction Port Harcourt| May 2021 – November 2022 DUTIES:  Delivered excellent support to over 60 customers daily through email, phone, and chat platforms, ensuring 91% customer satisfaction.  Resolved customer issues promptly, reducing the average resolution time by 15%.  Consistently met or exceeded service KPIs, including response time and customer retention rates.  Collaborated with cross-functional teams to improve product knowledge and address recurring technical issues.  Assisted in creating an internal knowledge base to expedite issue resolution for new team members. Realtor| Real Estate World NG Port Harcourt| Remote | February 2023 – September 2024  Served as the primary point of contact for potential and existing clients, handling inquiries related to property listings, rental services, and home buying or selling processes via phone, email, and live chat.  Provided detailed information about property features, availability, pricing, and leasing options, ensuring clients have all the necessary details to make informed decisions.  Assisted in scheduling property viewings and coordinating virtual tours, working closely with property managers, agents, and clients to ensure seamless communication and arrangements.  Addressed and resolved client concerns, including lease agreements, payment processes, maintenance requests, and property-related issues, ensuring a high level of satisfaction.  Collaborated with marketing teams to address inquiries related to promotional campaigns, real estate events, and special offers, guiding customers to the appropriate department when necessary.  Supported the sales and leasing teams by qualifying leads, answering questions about contracts, and ensuring documentation is complete and accurate for all transactions.  Monitored and responded to customer reviews and feedback across platforms, ensuring any negative experiences are addressed promptly to maintain a positive brand image.  Stayed informed about market trends, property regulations, and company policies to provide accurate and up-to-date information to clients. EDUCATION Bachelor of Science in Political Science Tansian University, Umunya, Anambra State 2019 - 2023 TECHNICAL & IT SKILLS  CRM Software Expertise: Proficient in industry-leading Customer Relationship Management (CRM) systems including Sales force, Zendesk, HubSpot, Freshdesk, and Zoho CRM for managing customer interactions, tracking support tickets, and improving customer retention.  Helpdesk & Ticketing Tools: Skilled in using JIRA, Service Now, and Kayako to handle technical issues, assign tasks, and ensure swift issue resolution.  Live Chat & Communication Tools: Extensive experience with live chat platforms such as Intercom, Live Agent, Zoom and Olark to engage with customers in real-time, delivering fast and personalized responses.  Office & Collaboration Software: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint), Google Workspace (Docs, Sheets, Slides), Dropbox and Slack for seamless collaboration with team members and efficient documentation.  Customer Feedback & Survey Tools: Adept at using Survey Monkey, Qualtrics, and Google Forms to collect and analyze customer feedback, improving service delivery through actionable insights.  VoIP & Cloud-Based Phone Systems: Competent in using Ring Central, Zoom Phone, and Google Voice for handling customer calls and providing top-notch phone support remotely.  Data Analysis & Reporting: Basic proficiency in tools like, Google Analytics, and Excel, Power Bi, Pivot Tables to monitor trends, analyze customer data, and report on performance metrics. SOFT SKILLS  Exceptional Communication: I am skilled in conveying complex information in a clear, concise manner while fostering positive customer interactions across various platforms (phone, email, chat).  Empathy & Emotional Intelligence: Adept at understanding and addressing customer emotions, ensuring a personalized approach that builds trust and rapport.  Problem-Solving: Quick to identify root causes of issues, using critical thinking to provide creative, practical solutions that resolve customer concerns swiftly and efficiently.  Time Management & Multitasking: Proven ability to handle high-volume inquiries while maintaining a focus on quality, prioritizing tasks to ensure timely responses without compromising service excellence.  Adaptability: Thrives in dynamic environments, quickly adapting to new tools, processes, and customer needs while maintaining a high level of performance.  Conflict Resolution: Expert at de-escalating tense situations, using diplomacy and active listening to turn challenging interactions into positive outcomes.  Detail-Oriented: Strong attention to detail ensures accuracy in data entry, issue tracking, and follow-up, leading to smoother customer journeys and reduced errors. PROJECT Customer Feedback System Implementation  Spearheaded the creation of a customer feedback loop, resulting in a 20% improvement in service efficiency. Collaborated with IT to streamline customer reviews and feedback, which enhanced service delivery and reduced recurring complaints. Internal Knowledge Base Development  Worked with a team to build an internal knowledge base for customer service representatives, reducing average issue resolution time by 11%. This resource has become a key tool for onboarding and training new team members. CERTIFICATION AND PROFESSIONAL AFFILIATIONS  Certified Customer Service Professional (CCSP), Myteacher Institute.  Project Management Certification, My teacher Institute.  Data Analysis using Excel, Power Bi, Python and SQL, Myteacher Institute.  Real Estate Educational Courses (Completed).  Virtual Assistance, Myteacher Institute.  Member, National Association of Realtors.  Real Estate License (2022). LANGUAGES  English (Fluent)Igbo (Fluent)  Igbo (Fluent) REFERENCES: MRS STELLA EZE CEO of Real Estate World NG Tel: - ENGR. PEPPLE PRINCEWILL ALLWELL Data Analyst and COO, Abieagle ITS Limited Tel: - MR. OSEYOMON IGHODALOH CEO Bamboo Real Estate and Construction. Tel: -