Chima Esther Ojaide

 CHIMA OJAIDE Customer Service Representative A motivated and customer-focused Customer Service Representative with 2+ years’ experience delivering excellent support across multiple communication channels. Proven record of handling over 100 inquiries per day resolving complex issues, processing orders and account updates in CRM tools achieving a 50% improvement in customer satisfaction. An empathetic, emotionally intelligent problem solver with a customer first mindset equipped with a remote work setup and adaptable to various remote times zones while adding value to company growth by consistently ensuring clear and effective customer interactions, loyalty and experiences. WORK EXPERIENCE Customer Service Representative A&D Medical Transport Services (USA) Remote Feb. 2023 – April. 2025 Achievements: • Managed 100+ daily customer inquiries via phone, live chats and email ensuring timely and professional first point of contact resolutions. • Resolved customer issues effectively contributing to a 50% improvement in customer satisfaction. • Collaborated with the dispatch team to coordinate timely pickup updates reducing repeat calls by 45%. • Implemented the ‘Self-help option” that led to a 30% reduction in customer wait time ensuring timely arrivals to appointments. • Processed detailed transport orders and account updates accurately within the company’s system. • Communicated the patient's up to date transportation details to the dispatch team to ensure the appropriate vehicle and medical staff were assigned. SKILLS • IT support (Zendesk, Intercom, Zoom, Slack, Googleworkspace, SpectrumVoip) • Customer service skills: Empathy, Active listening, Emotional intelligence, Problem solving, Communication, Details Oriented, Multi-tasking, Remote collaboration. VOLUNTEER WORK Customer Support Officer DaviChris Resources, Lagos, Nigeria 2022 - 2023 Achievements: • Resolved over 40 customer inquiries and complaints, achieving a 20% rate in customer satisfaction. • Provided insights that aided the emergence of a payment platform which enhanced customer experience and business growth. EDUCATIONAL QUALIFICATION • University of Ibadan, Oyo State, Nigeria 2006 Bachelor of Arts in English Language LANGUAGE • English • Igbo • Yoruba