NWAEJI CHIOMA
- Lagos, Nigeria- -
SUMMARY
Energetic self-starter with experience in Customer Relations and Administration.
Excels in providing exceptional service to clients; especially skilled with handling challenging customers.
Completed an IT training focused on Virtual Assistance and CRM tools.
WORK EXPERIENCE
Virtual Customer Service June 2024 - Present
Digital Witch Support - Lagos, Nigeria
Executed attendance and quality incidents across the marketplace; used exceptional judgment and noticing to solve customers’ problems, resolving 80% of issues on first contact.
Communicated the resolution of investigations to workers and workplaces with empathetic, customer-centered communication; justified the reasoning behind decisions to diverse stakeholders within the company, maintaining a 98% approval rating from internal stakeholders.
Executed efficiently and effectively to ensure customer inquiries were resolved fully and in a timely manner, achieving an average resolution time of 24 hours.
Remained knowledgeable on product updates to ensure acting with the most up-to-date organizational information.
Developed reliability initiatives to improve the overall quality of the marketplace and experience for customers; established policy improvements to accomplish this goal, increasing overall customer satisfaction by 20%.
Customer Service Executive March 2020 - June2024
Kenomoz Nigeria
Delivered exceptional customer service by managing a high volume of customer inquiries (approximately 200 customers weekly), effectively resolving issues, and exceeding customer expectations.
Achieved customer satisfaction by implementing strategies that resulted in a 40% increase in customer satisfaction ratings.
Managed administrative tasks efficiently, including data entry, order processing, calendar management, and scheduling to support seamless operations.
Demonstrated strong attention to detail and organizational skills by producing high-quality reports and maintaining accurate records.
Contributed to team success through a collaborative and supportive approach, consistently receiving recognition for teamwork.
Leveraged technology to optimize workflow and communication by proficiently utilizing tools such as Zoom, Slack, Trello, HubSpot, and Google Suite.
EDUCATION
Post Graduate Diploma in Business Management
University of Nigeria, Nsukka, Enugu, Nigeria
Bachelor of Technology in Industrial Chemistry
Federal University of Technology, Owerri, Nigeria
TRAINING AND COURSES
On Demand IT Skills Training
June 2024
Fidelity Investments Customer Relationship Advocate Job Simulation on Forage - August 2024
Completed a simulation focused on learning customer service on the Fidelity Investments team
Navigated multiple customer calls effectively using active listening skills
SKILLS
Communication Skills
Customer Service
Relationship Building
Time Management
Attention to Details
