OGWO CHUKWUEMEKA
Summary
Dedicated and result-driven customer service Representative with over 3 years’ experience, delivering exceptional customer experience, resolving issues and driving loyalty. Committed to providing personalized solutions, ensuring timely and effective issue resolution and contributing to the overall success of the organization.
Skills
• Microsoft office suites (e.g. MS word, excel, power point, internet)
• Client Service
• Strong problem-solving and analytical skills
• Interpersonal communication skills
• Sales expertise
• Sampling
• Customer support
• Materials inspection
• Business management
• Organizational skills
• Time management skills
• Empathy
• Active Listening
• Conflict resolution
• Patience
• B2B-B2C Sales
• Tele-sales
• Call handling skills
• Service Recovery
• Customer Centricity
• Persuasion skills
• Negotiation skills
• Objection handling skills
• Retail sales
• Collection Skills
• Excel
• PowerPoint
• Word
• Outlook
• Slak
• Freshdesk
Personal certificates
Customer Service, Sales, Debt Collection certificate course
B2B Sales & Business Development certificate course (Alison)
Work history
BSwift (CSR for Annual enrollment) 2025
• Explain benefits options available through the bswift portal — such as medical, dental, vision, life insurance, FSA/HSA, and disability coverage.
• Clarify key plan details like deductibles, premiums, and contribution amounts.
• Communicate deadlines for open enrollment and life-event-based changes.
• Help employees understand how to compare plans and make informed decisions.
• Guide employees step-by-step through logging in, verifying personal info, and enrolling in plans on the bswift interface.
• Troubleshoot login or system issues, such as password resets or session timeouts.
• Assist with dependent verification and uploading required documents through the bswift portal.
• Ensure all elections are saved and submitted properly — confirming that employees receive their enrollment confirmation page or email.
• Review and verify data entered into bswift (employee info, dependents, coverage selections).
• Flag errors or missing information before final submission.
• Maintain confidentiality while handling sensitive employee or dependent data.
• Ensure compliance with HIPAA and company privacy standards.
Reliance Care Officer (Reliance Health HMO) Remote-
• I assisted my team to maintain an impressive 93% satisfaction rating across voice encounters.
• I responded to customer requests, inquiries, and complaints while maintaining a positive attitude.
• With the efforts of my team and I, the percentage of generated leads increased by 47% in the 3rd Quarter of 2024 and 63% by the 4th quarter.
• My team and I also promoted new products and services which contributed to the company’s revenue by driving it 51-76% as at the end of 2024 business year.
• Assist prospective clients in choosing the company's health plan by providing relevant and accurate information.
• Escalate unresolved issues to the appropriate divisions for resolution and ensure optimal client satisfaction.
• Record customer complaints, feedback, and suggestions using the company's internal communication system.
• I used various CRM platforms to help execute my tasks swiftly and efficiently
Customer Service Representative (Outsource Global Technology Limited-
• Responded to customers enquiries via phone, email and chats,
resolving issues in a timely and professional manner
• I also contributed to revenue generation by providing insights into customer interactions to help improve the products and services offered.
• Utilized CRM software to document customer interactions, track issues.
and analyze customer data.
• Collaborated with internal teams to resolve customer complaints and
improve overall customer experience.
• Consistently met or exceeded performance metrics, including first call
resolution, customer satisfaction and response time.
• Provided product and service information to customers, addressing their needs and concerns.
Student Advisor (UNICAF Educational Services (Tele-sales)) 2019
• Explain and clarify University policies and procedures to prospective and existing students
• Encourage students in exploration of various majors and provide relevant resources.
• Provide strategies to help students improve time management and goal setting with decision making skills.
• Encourage a supportive and caring environment for advising meetings
• Offer advice and guidance on selecting courses and academic programs to students.
Education
Bachelor of Science: Microbiology
Spoken Languages
English, Igbo, Hausa
Referees
Available on Request
