Chinecherem Ohaechesi

CHINECHEREM OHAECHESI - - VIRTUAL ASSISTANT || CUSTOMER SERVICE || TROUBLESHOOTING || EMAIL MANAGEMENT || APPOINTMENT SETTING & SCHEDULING PROFESSIONAL SUMMARY I am a highly skilled Customer Support Specialist and Virtual Assistant with a strong background in delivering exceptional service and administrative support. Proficient in managing customer inquiries, resolving technical issues, and providing comprehensive administrative assistance. Adept at using CRM software, handling multichannel support, and ensuring customer satisfaction. Strong organizational and communication skills with a proven ability to improve efficiency and productivity. AREA OF EXPERTISE Customer Relationship Management (CRM): Proficiency in using CRM software (e.g., Zendesk, HubSpot, Freshdesk) to manage customer interactions and data. Multichannel Support: Experience in providing support via phone, email, chat, and social media, maintaining high levels of customer satisfaction. Complaint Resolution: Skilled in handling customer complaints and providing satisfactory solutions to enhance customer retention. Administrative Support: Managing calendars, scheduling appointments, and handling correspondence for executives. Data Entry and Management: Accurate data entry and maintenance of databases and records, ensuring data integrity. Email Management: Organizing and prioritizing emails, and responding on behalf of clients to ensure timely communication. Travel Coordination: Arranging travel itineraries, accommodations, and logistics for business trips. Project Management: Planning, executing, and monitoring projects to ensure timely completion and adherence to goals. (e.g Trello, Asana, Monday.com) Basic Accounting and Bookkeeping: Handling invoices, expenses, and financial records using accounting software (e.g., QuickBooks). Customer Service Excellence: Providing exceptional customer service and support, building strong relationships with clients and customers. PROFESSIONAL EXPERIENCE Dec 2022 - Present Customer Service Representative (Chesik Synergy LTD) Identify and assess customers’ needs to achieve satisfaction Reduce average call duration through efficient troubleshooting and problem-solving skills. Train new hires on company procedures, systems, and customer service techniques for seamless integration into the team. Assist in developing new routing protocols to improve overall team performance. Manage a high volume of inbound calls, ensuring timely response and issue resolution. Provide exceptional service by actively listening to customer needs and offering tailored solutions. Utilized CRM system effectively – updating records accurately after each interaction which helped colleagues assist returning callers more efficiently. Account Officer (U & U Services and Supplies) Aug 2019 - May 2022 Prepared and documented monthly, quarterly, and annual financial statements for discussion with the company’s directors and top-level executives. Reviewed and audited all financial documents before submission; these documents include projected cash flow and income statements and cash disbursement schedules. Analyzed inventory reports and cross-referenced figures to rule out discrepancies Managed a team of junior accountants and clerical staff who were tasked to prepare documents and reports for inventory control, accounts receivables, cash accounts and payable. Managed team of administrative assistants who were tasked to handle payroll, benefits preparation, time-keeping, cash sales and accounts receivables. EDUCATION Abia State University, Uturu Bsc. Banking and Finance Sep 2011 - Aug 2015 Universal School Of Aviation Cabin Crew Jan 2021 - Mar 2021 CERTIFICATIONS Digital Witch Support On Demand IT Skills Udemy Accounting & Bookkeeping IT Support Technical Skills Certified Associate in Project Management Coursera Finance For Non Finance Professionals Technical Support LinkedIn Customer Service: Problem-Solving and Troubleshooting Customer Service Foundation Customer Service: Call Control Strategies Customer Service: Handling Abusive customers. ADDITIONAL INFORMATION Languages: English, Spanish Awards/Activities: Account Staff of the Year (2020), National Youth Service Corps(NYSC) Member, Rivers State, 2018 (Achieved measurable state, 2018 (Achieved measurable youth empowerment and inclusiveness