Chijiuba Chinonso Janet

Chijiuba Chinonso Janet Customer Experience/Customer Support-- Lagos, Nigeria Female Education Umuahia, Nigeria Bachelor's Degree / Computer Science Michael Okpara University CGPA 3.86/5.00 Profile With an experienced customer service representative on your team, your customer satisfaction rate can be immensely increased, thereby leading to customer retention. I am a highly skilled, results-driven, and customercentric support expert with 9+ years of experience delivering exceptional service experiences across multiple industries (water treatment, entertainment, healthcare, fintech, and immigration), leveraging expertise in communication, problem-solving, CRM systems (Zendesk, Freshdesk), technical support, conflict resolution, time management, and process optimization to drive customer satisfaction (95%+ first-contact resolution rate), business growth, and continuous improvement, with a proven track record of resolving complex issues, exceeding customer satisfaction targets, and adapting to diverse industry landscapes Professional Experience 2023 – present Canada Customer Support agent Blumefy Responded to 50+ customer inquiries daily, resolving 90% of issues on the first contact Conducted needs assessments to understand client objectives and provide tailored solutions Processed financial transactions, verified documentation, and facilitated immigration applications Collaborated with internal teams (finance, immigration, compliance) to resolve complex issues Maintained accurate records, updated CRM system, and tracked customer interactions Provided educational resources and guidance on financial literacy and immigration procedures Successfully resolved 95% of financial service issues and 90% of immigration-related inquiries • • • • • • • 2021 – 2023 Canada Customer Support agent Omidnetcare Responded to support requests via ticketing system Provided training and guidance on EMR system usage, updates, and best practices Maintained accurate knowledge base and resource documentation 95%+ customer satisfaction rating - 90% first-call resolution rate 40% reduction in first-response time through process optimization • • • • • 2018 – 2020 Nigeria Customer Service / Experience Ailes Production Responded to client inquiries via phone, email, and social media Conducted needs assessments to understand client objectives and preferences Presented customized solutions and proposals to clients Scheduled and coordinated production logistics (locations, talent, equipment) • • • • Ensured timely project delivery, quality control, and client approval Facilitated communication between clients, creatives, and production teams Tracked project timelines, budgets, and client feedback Identified opportunities for upselling and cross-selling services • • • • 2015 – 2018 Nigeria Customer Service Representative Granbridge Ventures Nigeria limited Understood customer water treatment needs. Recommended suitable chemicals and solutions. Provided dosage instructions and application guidance. Troubleshoot water treatment issues. Collaborated with technical teams for complex queries. Stay updated on new products and industry developments. • • • • • • Skills Client relationship and management Phone Communication Customer Service Technical Support Customer Acquisition Online Chat Support Customer Experience Phone Support Customer Satisfaction Customer Care Tech & IT Customer Engagement Certificates IT Support Skill Training (Digital Witch) Introduction to Facebook ads (Coursera) Voice of the Customer (Coursera)