Chioma Faith Okwor

Faith Okwor -| https://www.linkedin.com/in/faith-okwor/ Customer Service Specialist Email | Phone | Chat SUMMARY A dynamic and results-driven Customer Service Specialist with over 4 years of experience in delivering exceptional customer support across various industries. My expertise lies in resolving complex customer issues, driving user adoption, and enhancing service quality through innovative solutions and collaborative efforts. With a proven track record of exceeding satisfaction goals, reducing complaint escalation rates, and contributing to revenue growth, I am committed to fostering positive customer relationships and ensuring seamless service experiences. My ability to anticipate customer needs and deliver tailored solutions positions me as a valuable asset in any customer-centric role. SKILLS - Customer Relationship Management - Conflict Resolution - Technical Support - Account Management - Cross-functional Collaboration - Service Delivery Optimization - Product Upselling and Cross-selling - Communication Proficiency - Process Improvement - Customer Onboarding - Problem Solving - Data Documentation and Accuracy LANGUAGE English – Fluent EDUCATION Master of Arts OTHER EXPERIENCES https://drive.google.com/file/d/1JsuO uZuBFw2NU2W8pYmcJ26LN9lEX0cH/ view?usp=sharing EXPERIENCE Customer Service Specialist Chewy | Florida, USA [Remote, Full-Time] March 2023 – July 2024 - Acted as the primary contact for customer inquiries, resolving issues via phone, email, and chat. - Managed customer accounts using Salesforce CRM, ensuring accurate data and efficient service. - Collaborated with internal teams to resolve delivery issues and improve service efficiency. - Promoted additional products through upselling and cross-selling, increasing revenue. - Addressed payment discrepancies and overdue accounts through effective communication. - Resolved customer complaints empathetically, leading to improved loyalty and retention. Customer Support Specialist Mindbody | California, US [Remote, Full-Time] September 2021 - December 2022 - Onboarded new customers and ensured proper product adoption through personalized guidance. - Utilized Salesforce CRM to monitor customer health and address service gaps, enhancing satisfaction. - Strengthened client relationships, leading to increased customer retention and engagement. - Conducted webinars and training to promote new products and optimize service use. - Analyzed customer needs, providing tailored solutions that drove product success. - Managed orders, scheduling, and technical support, ensuring smooth service delivery. Customer Service Specialist Zuum App | Los Angeles, US [Remote, Full-Time] June 2020 - May 2021 - Provided customer service across multiple channels, consistently meeting satisfaction goals. - Handled high volumes of inquiries using Freshdesk, ensuring timely resolution of issues. - De-escalated complex situations, reducing complaint escalations and improving satisfaction. - Maintained accurate records of interactions, streamlining follow-ups and service continuity. - Collaborated with internal teams to improve communication and service processes. - Assisted in optimizing operational systems, enhancing overall service efficiency.