Chinenye Ajonuma

AJONUMA AGATHA - •-• Imo, Nigeria • LinkedIn Customer Service Representative Dedicated and customer-focused Customer Service Representative with 3 years of experience in delivering exceptional support and resolving inquiries efficiently. Proven track record of managing high-volume calls, providing accurate information, and enhancing customer satisfaction. Skilled in conflict resolution, problem-solving, and maintaining a positive and professional demeanor in all interactions. Strong ability to work in fast-paced environments while ensuring customer loyalty and retention. Adept at using CRM software and continuously seeking ways to improve service quality. Core Competencies Communication Skills Strong verbal and written communication abilities, Active listening to understand customer needs and concerns, Clear and concise articulation of information Empathy and Patience Ability to understand and relate to customers' emotions and experiences, Patience in handling diverse customer inquiries and complaints Problem-Solving Skills Analytical thinking to identify the root cause of issues, Creative solutions to resolve customer problems effectively and efficiently Technical Proficiency CRM Software - Proficiency in using Customer Relationship Management (CRM) systems such as Salesforce, Zendesk, or HubSpot, Multichannel Communication Tools - Experience with email, chat, phone systems, and social media platforms Data Entry and Management Accurate and efficient data entry skills, Experience with database management and updating customer records Professional Experience Peterson Health & Medical Services Jan 2022 - Dec 2023 Customer Service Representative • Managed Patient Inquiries : Handled over 100 patient inquiries daily via phone, email, and in-person, ensuring timely and accurate responses to questions regarding appointments, medical records, and billing. • Patient Support: Provided empathetic support to patients, addressing their concerns and guiding them through healthcare processes, including appointment scheduling, insurance claims, and treatment plans. • Data Management: Maintained and updated patient records in the Electronic Health Records (EHR) system, ensuring confidentiality and compliance with HIPAA regulations. • Process Improvement: Identified inefficiencies in the patient inquiry process and collaborated with the IT department to implement a new ticketing system, reducing response time by 30%. • Team Collaboration: Worked closely with medical staff to relay patient information accurately, ensuring seamless communication between departments. • Training and Mentorship: Trained new customer service representatives on company policies, EHR software, and best practices in patient interaction. • Performance Metrics: Achieved a 95% customer satisfaction rating by consistently resolving patient issues and maintaining a professional, empathetic demeanor. M & M Treat Jan 2024 - Jun 2024 Customer Service Representative • Inquiries and Support: Managed a high volume of customer inquiries through phone, email, and social media channels. Provided detailed information on product availability, ingredients, and nutritional information, ensuring customers received accurate and helpful responses. • Order Processing and Tracking**:q Assisted customers with placing orders, processing payments, and tracking shipments. Coordinated with the logistics team to resolve any delivery issues promptly, ensuring a smooth customer experience. • Complaint Resolution: Handled customer complaints regarding product quality, shipping delays, and other issues with a professional and empathetic approach. Successfully resolved 95% of complaints on the first contact. • Promotions and Loyalty Programs: Informed customers about ongoing promotions, special offers, and the M&M Treat loyalty program. Assisted with loyalty points redemption and provided support for any program-related queries. • CRM System Utilization: Used Zendesk to manage customer interactions, track support tickets, and ensure timely followups. Implemented tagging and categorization strategies to streamline the ticketing process and improve efficiency. • Customer Feedback Collection: Gathered customer feedback through surveys and direct interactions. Compiled reports on recurring issues and customer suggestions, presenting them to the product development and marketing teams to inform improvements. • Cross-Department Collaboration: Worked closely with the marketing, sales, and production teams to ensure customer inquiries and feedback were addressed accurately and efficiently. Contributed to cross-functional projects aimed at enhancing the overall customer experience. • Training and Mentorship: Provided training for new customer service representatives on company policies, product knowledge, and best practices in customer interaction. Acted as a mentor, offering guidance and support to team members. • Performance Metrics: Consistently met and exceeded key performance indicators (KPIs), including average response time, resolution time, and customer satisfaction scores. Maintained an average customer satisfaction rating of 97%. • Event Coordination Support: Assisted in coordinating customer engagement events and promotions, ensuring clear communication and a positive experience for participants. Helped with the logistical planning and execution of promotional activities. Certifications IT Demand Skills, Digital witch Community Customer Relationship, Udemy