Cynthia Emechebe

Emechebe Cynthia Chidera Close 62 Victoria garden city,lagos - |- OBJECTIVE Customer Service and Call Center Specialist with over 5 years of experience delivering high-quality support through phone, chat, and email. Known for handling high-volume inquiries, resolving issues efficiently, and building positive customer relationships. Adaptable to remote work environments and skilled in CRM tools, active listening, and conflict resolution. Dedicated to creating seamless and satisfying customer experiences. EXPERIENCE August Customer service representative 2024 - ConnectPro Support Services -remote Present Provide timely and accurate customer support via phone, chat, and email, resolving 95% of inquiries without escalation. Achieve a customer satisfaction score of over 94%, consistently meeting performance goals. Utilize Zendesk to manage customer inquiries, analyze trends, and identify areas for improvement October Call Center Agent 2023 - TeleReach Communications – Lagos, Nigeria June2024 Managed inbound and outbound calls, assisting customers with billing inquiries, technical troubleshooting, and service requests. Exceeded daily call handling targets by 15% while maintaining high-quality service. Contributed to the development of new call scripts that improved response time and service efficiency January Chat Support Associate 2023 - SwiftCart Online Services – Remote September Handled 50+ live chats daily, addressing customer issues and providing solutions for 2023 order processing, returns, and refunds. Reduced average chat response time to under 90 seconds, improving overall customer experience. Assisted in setting up an AI chatbot for after-hours support, improving operational June Virtual Assistant – Customer Relations 2022 - BrightDesk Solutions – Remote June Provided administrative and customer support through email, live chat, and CRM tools, 2023 ensuring all client queries were resolved quickly. Increased customer retention by sending proactive updates and managing follow-up tasks. Coordinated client meetings and ensured smooth communication with customers Jan 2022 E-commerce Customer Support Agent - May ShopNexa – Remote 2022 Assisted online customers with product inquiries, order management, and shipping details. Utilized Freshdesk to track customer interactions and ensure swift issue resolution. Helped develop a customer satisfaction survey to gather feedback and drive improvements. June Technical Support Assistant (Intern) 2021 - CoreNet Systems – Lagos September Assisted in troubleshooting technical issues such as software bugs, network connectivity, 2021 and device setups. Recorded all customer interactions and resolved tickets efficiently. Participated in knowledge sharing sessions to improve technical support processes. May Social Media Support Agent 2020 - NovaMobile – Remote October Managed customer inquiries via social media platforms (Facebook, Twitter, Instagram), 2020 providing timely responses and resolutions. Helped convert dissatisfied customers into loyal clients through empathetic communication. Collaborated with the marketing team to address recurring complaints related to new product launches Jan 2020 Freelance Customer Care VA (Project-Based) - Clients via WorkFlowHub & TaskLaunch – Remote December Provided virtual assistance and customer support services to various clients via email and 2020 social media. Managed client communications, scheduled appointments, and handled customer inquiries. Earned 5-star ratings for professionalism and reliability from multiple long-term clients July Live Chat Support Associate 2019 - QuickCart Africa – Remote Jan2020 Managed multiple concurrent chats with an average response time under 2 minutes. Handled returns, refunds, and order tracking with minimal escalations. Created a help desk FAQ that reduced repetitive inquiries by 20%. EDUCATION 2017- Food science and technology 2022 Nnamdi Azikiwe university 2019 Call center management Remote edge academy SKILLS Inbound & Outbound Call Handling Live Chat & Email Support 100% 100% Conflict Resolution & Problem CRM Tools: Zendesk, Freshdesk, Solving Salesforce, HubSpot 100% Order Management & Refund 100% Performance Metrics & KPIs Processing 100% 100% Empathy & Active Listening 100% Remote Work Proficiency 100%