Confidence Umejiego

CONFIDENCE UMEJIEGO-- https://www.linkedin.com/in/confidence-odira SUMMARY ● Enthusiastic customer service representative with a proven track record of exceeding expectations. Boosted customer satisfaction by 50% through proactive problem solving and building rapport. ● Proven ability to prioritize tasks and optimize workflow, resourceful team player and dedicated to work. ● Passionate about providing excellent customer experiences and cultivating positive brand relationships. Eager to leverage skills and expertise to contribute to the success of your organization. EDUCATION Tansian University – Oba Anambra State, Nigeria October 2012 – September 2016 B.Sc.Biochemistry Data Entry Academy – November 2023 – December 2023 Diploma in Data Entry WORK EXPERIENCE Customer Service Representative May 2021 - October 2023 JennysGlow Nigeria Benin City, Edo State. Responsibilities and Achievements: ● Provided exceptional customer support through various channels such as email, phone call, live chat support on Instagram, Facebook, CRMs such as hubspot, Zendesk etc, managing an average of 100 inquiries daily. ● Carried out deep consultation to understand better individual skin issues and recommend the appropriate products, increase customer satisfaction for product recommendation by 15% ● Educated customers on each product, benefits and proper usage. ● Provided personalized skincare routine tailored to each customer’s needs. ● Guided online customers through website navigation, resulting in a 50% reduction in cart abandonment, leading to a smooth ordering process. ● Tracked and communicated order status ensuring that customers are satisfied and on time delivery leading to increase in customer satisfaction by 30% ● Troubleshooted product usage concerns and provided solutions thereby reducing return rate by 85%. ● Up-sold complementary products to enhance customers' experience and boost sales leading to increase in order value by 20%. Customer service representative October 2019- March 2020 Glovera Eye Centre Responsibilities and Achievements: ● Welcomed patients into the clinic and asked the purpose for visitation and registered new patients. ● Costed patients bills after doctor’s consultation. ● Dispensed the doctor’s recommended medication and provided clear usage instructions. ● Schedule follow up appointments on patients' clinic cards, email and via call, leading to 20% increase to patients adherence to treatment plans. ● Guided patients in selecting suitable glass frames for their recommended glass, explained the different types of lens and assisted patients in making informed choices. ● Contacted patients two weeks after collecting their glass to address any concerns with their glass or vision if need be. This increased new patients' turn up by 15% from referral. ● Performed monthly and random stock taking with my team, updating inventory with a retail software. ● Assisted in inventory management, expense tracking and updating. ● Led and organized team members to ensure smooth and efficient clinic operations. SKILLS ❖ CUSTOMER SERVICE REPRESENTATIVE ● Active listening ● Excellent communication and interpersonal skill ●Building rapport and trust with clients ● Problem solving ● Troubleshooting ● Complaint resolution ❖ DATA ENTRY ● Detailed Oriented ● Inventory management and tracking ● Maintaining accurate and updated records ● Organizing files and folders ● Use of google sheet and excel ❖ ADMINISTRATIVE SUPPORT ● Scheduling appointments ● Managing calendar ● Handling and organizing document ● Email management. ❖ Tools I am proficient with ● Microsoft excel ● Google spreadsheet ● Google workspace like Doc, Gmail, Drive etc ● Customer Relationship Management tools like Freshdesk, Zendesk etc ● Communication tools like Slack, google chat etc ● Video and screen recording app like loom, vidyard etc And host of other tools