CHIDOZIE EMMANUEL IWE
Lagos, Nigeria
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PROFESSIONAL SUMMARY
A passionate, dedicated and results oriented customer service representative, with over
3 years of experience, consistently delivering exceptional customer support and service
that keeps them coming back for more. My expertise in navigating CRM tools and
adhering to SLAs ensures efficient query resolution, exceeding customer expectations
and deeply committed to maintaining customer satisfaction and high retention rates.
With a proven ability in building strong customer relationships and a strong customer
centric mindset, I have an outstanding record in boosting customer satisfaction, a
phenomenal retention rate and a knack for smashing metric targets.
Let me leverage my skills, dedication, and experience to elevate your customer service
experience.
SKILLS
● Team Collaborator.
● Effective Communication.
● Organizational Skills.
● Problem Solving.
● Attention to Details.
● Customer Satisfaction.
● Customer Service/Support.
● Customer Retention.
● Service Efficiency.
● Skilled Multi-tasker.
● Cold calling.
● Customer Experience.
● Technical Support.
● Troubleshooting Skills.
● Analytical Skills.
● Software Skills/Tools - Excel,
Zoom, Google Meet, Teams, CRM
tools (Hubspot, Intercom, Zendesk,
Pipedrive, etc), Dropbox, Google
Workspace, Apollo, Microsoft
Office, Airbnb, Project
Management Softwares ( Trello,
Click up, Asana, etc), Calendar
Management tools, Email
Management tools (MailChimp),
Zapier, etc.
WORK HISTORY
11/2022 to 02/2024
Customer Service Representative
Jae And Stelz Business Consult
● Handled customer complaints and built strategies for improving the overall
customer experience.
● Answered questions about the services being offered by the organization.
● Provided proactive customer support.
● Helped in creating knowledge base articles and FAQ's.
● Handled over 50 inbound and outbound calls daily.
● Reduced the average resolution time by 20% within the first three months.
● Contributed in remodeling and creating new support process and introduce new
softwares to enhance customer service.
08/2021 to 09/2022
Live Chat Customer Support
Fabian Tech Solutions
● Handled over 30 customer tickets daily.
● Improved first contact resolution time.
● Collaborated with a team of six to successfully implement the New CS strategy to
reduce average response time.
● Troubleshoot technical problems.
● Increased customer satisfaction rate within the first two months.
● Maximized customer retention rate by working extra and analyzing feedback from
unsatisfied customers.
● Hit and exceed KPI targets regularly.
● Providing proactive and reactive customer support.
● Collaborating with the sales team to give customers upselling opportunities.
EDUCATION
Ongoing
Bachelor of Technology : Software Engineering
Federal University of Technology Owerri
2020
O’Level Degree
Kharisland College
TRAINING AND CERTIFICATIONS
Digital Witch IT Support Training - 2021
● IT Support
● Lead Generation
● Cold Calling
● Customer Support
● Email Management
● Virtual Assistant
