Chibuzor Theodore Onyema

CHIBUZOR ONYEMA CUSTOMER SERVICE REPRESENTATIVE Address: Abuja, Nigeria. 900211 Email:-Phone No: - LinkedIn: https://www.linkedin.com/in/chibuzor-onyema-8b70a8238 CAREER OBJECTIVE Professional customer service representative with 5+ years of experience in customer satisfaction, complaint management, phone support, online chat support, email support, customer retention, customer relationship management, and a passion for fostering positive customer experiences, seeking to leverage customer support expertise in a dynamic customer service role at an organization that prioritizes the needs of customers and the importance of building a strong clientele of loyal customers through quality customer support. CORE COMPETENCIES • Customer Satisfaction. • Customer Retention. • Problem Resolution. • Complaint Management. • Troubleshooting. • Product Onboarding. • Feedback Management. • Phone Support. • Order Processing. • Online Chat Support. • Customer Service. • Email Support. • Escalation. • Inbound Inquiry. • Payment Processing. • Active Listening. • Customer Relationship Management. CAREER HIGHLIGHT • Consistently achieved high customer satisfaction ratings averaging over 95% during my tenure, reflecting strong interpersonal skills and dedication to resolving customer issues effectively and efficiently. • Improved the rate of customer retention by 80% by consistently enhancing customer relationship management, building trust between customers and brands through quality customer care. • Successfully set up feedback sessions, allowing the customers to give feedback, and using the feedback and review to improve customer service which led to an increase in customer retention and customer satisfaction. PROFESSIONAL EXPERIENCE Customer Service Representative Jonya House. 2020 - 2023 • Resolved escalated customer complaints promptly and effectively, collaborating with internal teams to address underlying issues and prevent recurrence. • Handled troubleshooting, isolating, and resolving customer complaints swiftly, thereby increasing customer loyalty to the brand. • Utilized CRM software to manage and respond to customer inquiries via phone, email, and live chat, ensuring timely and accurate resolution of issues. • Demonstrated empathy and active listening skills to understand customer concerns and provide personalized support, resulting in consistently high customer satisfaction ratings. • Consistently met or exceeded performance metrics, including average handling time, first call resolution rate, and customer satisfaction scores. EDUCATION University of Nigeria Nsukka, Enugu. Nigeria 2011 - 2016 Bachelor of Medical Laboratory Sciences. CERTIFICATIONS Digital Witch Community 2023 On Demand IT Skills Training: Customer Support, Customer Relationship Management, IT Support, Email, Phone, and Live-chat Support, Troubleshooting, and Escalation. TECHNICAL SKILLS Freshdesk, Google Workspace, Zendesk, Intercom, HubSpot, Slack, Trello, Microsoft Office, and Zoho CRM.