Doris Onyeka Onyejekwe

Customer Support Specialist with over 12+ years of experience serving as the first point of contact for customers in fast-paced, service-driven environments. Proven track record of delivering high-quality support, leading operational activities, managing escalations and identifying process improvements. Adept at leveraging customer insights and product expertise to increase satisfaction and retention.

CORE COMPETENCIES

 *Excellent verbal and written communication

 *Account management: Effectively managing existing customer accounts to ensure customer satisfaction and repeat business.

 *Customer Retention Strategies: Developing strategies to retain existing customers and reduce churn.

 *Persuasion: Skill in influencing others decisions and gaining buy-in from stakeholders.

 *Upselling and Cross-selling: Identifying opportunities to sell additional products or services to existing clients.

 *Conflict Resolution: Effectively handling and resolving conflicts within clients, customers or 

within a team.

 *Adaptability: Ability to pivot strategies quickly in response to market changes or customer 

feedback.

 *Emotional Intelligence: Understanding and managing your own emotions and recognizing 

the emotions of others to build better relationships.

 *Proficiency in using CRM systems and Project management tools.

ACHIEVEMENTS

  *  Improved customer retention by 20% through proactive outreach and efficient case resolution using CRM ticketing system.

  *  Reduced customer ticket backlog by implementing ticket triage strategies.

  *  Successfully coordinated cross-functional projects and improving team visibility and reducing missed deadlines.

  * Led the transition from email based support to using CRM tool, improving team collaboration and issue tracking across departments.