Chimezie Jennifer

JENNIFER C.-|- | LinkedIn PROFESSIONAL SUMMARY Customer Support Specialist with 8+ years of experience delivering exceptional chat, voice, and email support in fast-paced environments. Adept at leveraging CRM tools and data-driven insights to enhance service delivery, improve customer experiences, and ensure operational efficiency. Skilled in analyzing customer feedback, mitigating risks, and implementing tailored solutions that drive engagement and retention. Recognized for leading teams, optimizing workflows, and maintaining high service standards while managing high-volume customer interactions. Successfully handled 1,500+ monthly customer inquiries, improved customer satisfaction through proactive problem-solving, and scaled a startup’s social media presence from 0 to 37,000 followers in 10 months. Excels in balancing risk mitigation with exceptional service, ensuring professionalism and empathy in every interaction. CORE COMPETENCIES Technical Tools: Microsoft suite, Zendesk, Salesforce, Acuity, Freshdesk, Calendly, Go High Level, Mailchimp, Zapier, Otter.ai, Slack, Monday.com, Asana, Zohodesk, Hubspot, Clickup, Apollo.io, Leadscraper, LinkedIn Sales Navigator. ▪️ ▪️ ▪️ ▪️ ▪️ Onboarding & Customer Education Relationship Building, Stakeholder Engagement & Client Management Conflict Resolution & Emotional Intelligence Social Media Management, Engagement & Content Strategy Data Analysis, KPI Analysis & Performance Metrics Multi-Channel Support & Feedback Management Cross-Functional Team Management & Collaboration Project management Time Management Training and Development Brand Alignment Strategies. ▪️ ▪️ ▪️ ▪️ ▪️ PROFESSIONAL EXPERIENCE Scale up Customer Service, Travelgodo.com - Remote ​ Jul 2024 - Date Travelgodo.com is the main online travel agency giving the best as far as a class can tell, ensuring business and individual travellers to search, compare and book the best flight options, best deals on short stay and long stay accommodations. ●​ Efficiently addressed and resolved over 30+ customer inquiries and complaints daily via chat, email, and voice, ensuring seamless customer experiences and fostering brand loyalty. ●​ Developed a comprehensive FAQ document that reduced repetitive inquiries, decreased average response time by 15%, and maintained a first response time under 2 hours, surpassing industry standards and boosting customer trust. ●​ Analyzed customer interactions to identify trends, uncover common pain points, and propose data-driven solutions to enhance service quality and streamline processes. Customer & Admin Support, Citadel Nutrition Consult - Remote​ Nov 2023 – Jul 2024 Citadel Nutrition Consult is a leading nutritional service provider offering a range of services to meet various nutritional needs such as diet calculation and planning on managing chronic conditions such as diabetes, hypertension, and obesity. ●​ Designed and implemented a customer loyalty program, building a database of over 150+ loyal customers and crafting personalized outreach messages to nurture long-term relationships. This initiative boosted customer retention by 20% and strengthened client relationships. ●​ Assisted in customer onboarding, ensuring smooth transitions and clear understanding of products/services. ●​ Optimized dietitians’ consultation scheduling process using Google Calendar, streamlining appointments and meetings to enhance time management and client service delivery, saving 10+ hours per week in scheduling conflicts. ●​ Conducted extensive research on Ghana's staple foods, vegetables, and fruits, organizing findings into a detailed Microsoft Word document resulting in improved dietary planning for Ghanaian clients and enhanced customer satisfaction. ●​ Organized and managed email communication for efficiency, while generating high-quality leads using tools such as LeadScraper, LinkedIn Sales Navigator, and Apollo.io to drive business growth. ●​ Elevated operational efficiency by organizing client records and maintaining accurate data using Microsoft Excel and cloud-based platforms, contributing to the delivery of high-quality nutritional services. Chief Customer Officer, Crunchies Fried Chicken Limited - Nigeria Jun 2022 - Nov 2023 Crunchies Fried Chicken is a first-grade quick service restaurant that offers a variety of quality fast food products and first-class services with over 20 years of experience. ●​ Headed and directed the operations of 3 supervisors and a 14-person customer service and sales team, recruiting, onboarding, and training staff to deliver exceptional customer service and adhere to company standards. ●​ Managed multi-channel customer communication across phone, email, chat, and social media platforms, resulting in a 30% reduction in response time and achieving the highest sales among 33 outlets in 2023. ●​ Designed and implemented training modules titled "Customer Handling Skills" and "Telephone Etiquette," which boosted customer satisfaction and retention by 40%, fostering increased loyalty and customer referrals. ●​ Spearheaded a 5-person committee to successfully open a new outlet, ensuring smooth operations, staff readiness, and adherence to company standards. ●​ Handled an average of 70 customer calls daily and resolved inquiries, complaints, and order confirmations, ensuring a seamless experience for over 1,500 monthly customers. ●​ Initiated key operational improvements, including implementing a QR code feedback system, pay-before-service model, and self-service strategy, reducing feedback collection time by 50% and enhancing the customer experience. ●​ Led marketing initiatives twice weekly, coordinating promotional campaigns such as back-to-school parties, holiday celebrations, and Valentine’s Day events, increasing foot traffic by 25% and boosting customer engagement. ●​ Delivered daily pep talks to motivate the sales team, emphasizing professionalism, courtesy, and customer-first principles, leading to a noticeable reduction in complaints about staff behavior. Customer Service & Sales Representative, Bavic Cosmetics - Nigeria. ​ Nov 2018 - Apr 2022 Bavic Cosmetics is a start-up beauty, cosmetic and personal care brand. ●​ Introduced and implemented personalized product recommendations and bundling techniques, increasing customer purchases and driving a 20% growth in sustained company revenue.. ●​ Established and managed the company’s online presence on Facebook and Instagram, growing the platforms to 37k followers in 11 months, expanded brand reach by 80% and boosted sales by 40%. ●​ Processed and managed over 100 customer orders weekly, ensuring timely delivery and accurate inventory tracking for end-users and retailers, while providing prompt and professional responses to chats and calls to foster customer loyalty and drive business success. ●​ Boosted loyalty program participation by ensuring consistent communication with customers about available benefits, increasing repeat visits and referrals. EDUCATION BSc, Human Nutrition And Dietetics, Michael Okpara University Of Agriculture Umudike, Umuahia - 2015. REFERENCE: AVAILABLE ON REQUEST.