Chiamaka Linda Ogazi

CHIAMAKA LINDA OGAZI Customer Service Representative-- PROFILE Experienced Customer Service Representative with 3+ years of experience. Skilled in multitasking, problemsolving, and delivering excellent customer service. Successfully handled over 500 customer complaints, resolving each issue to the customer's satisfaction and maintaining 98% customer satisfaction within 24 hours. Seeking to contribute to a company's positive brand image. Lagos, Nigeria PROFESSIONAL EXPERIENCE TECHNICAL SKILLS Freshdesk CRM Axiom Learning Solutions Limited Customer Service Representative 11/2022 – present | Lagos, Nigeria Utilized product knowledge and communication skills to achieve a first-contact resolution rate 20% above the company average. Surpassed upselling targets by 25% through suggesting additional products and services to customers, resulting in increased revenue generation. Boosted referral rates by 15% while consistently achieving a customer satisfaction rate of over 95%. • Zendesk CRM HubSpot CRM • Intercom SalesForce • Asana/Trello/ClickUp Slack/Skype/Zoom MS Office Google Workspace CERTIFICATES Jumia Nigeria Customer Support Specialist 09/2021 – 07/2022 | Hybrid, Nigeria Handled a high volume of inquiries and complaints through emails, chats, and inbound calls, averaging 100 calls daily, with a 90% call resolution rate, ensuring prompt and accurate assistance to customers, and minimizing hold times. Developed and curated a knowledge base that reduced the onboarding time of new customers by 21%. Contributed to internal support team resources, including crafting canned responses (macros), enriching the external knowledge base, and proposing suggestions for improving processes. Successfully guided 90% of customers through onboarding via email. • • Customer Relationship Management: Starweavers Phone ethics and etiquettes: Allison Introduction to Customer Service: CVS Health • • Customer Service Fundamentals: Knowledge Accelerators LANGUAGES Nobel Medicals Limited Customer Service Representative 06/2020 – 09/2021 | Remote, Nigeria Achieved a 98% customer satisfaction rating by addressing an average of 50 customer inquiries and complaints via email, call, and social media platforms daily with speed and accuracy. Reduced subscription cancellations by 10% by developing a flow chart for responding to cancellation requests. Reviewed customer issues and call data to pinpoint trends for process enhancement; executed proactive measures that decreased resolution time by 20% and elevated first-call resolution rate by 30%. • English EDUCATION University of Nigeria, Nsukka B.Sc (Ed) 04/2016 – 07/2021 • • Sustained a 90%+ CSR. • ORGANIZATIONS SupremeWeb Solutions Limited Volunteer Technical Support Specialist 01/2024 – present | Remote Support with accounts, and administrative tasks, troubleshoot, and triage bugs. Advocate for customers, collaborate with other team members to optimize the user experience, and test new features and releases. Introduce new users to products/services, elucidating product features via email. Minimize the number of repeated complaints via ticketing by establishing a Help center. Pursue outstanding requests and escalate issues to inhouse developers when necessary. • • • • HOBBIES Reading fictions Playing chess Watching movies • • •