Emmanuella Daniel

EMMANUELLA NNAJIOFOR CUSTOMER SUPPORT AGENT PROFESSIONAL SUMMARY Motivated and empathetic Customer Support Agent with over 2 years of experience providing excellent service in diverse industries, including consumer products and utilities. Proven track record in handling customer inquiries, addressing complaints, and ensuring a positive experience. Skilled in active listening, conflict resolution, and efficiently escalating complex issues. Committed to delivering high-quality support in both high-volume and highpressure environments. CONTACT Phone: - Email:- Address: Blk 15 Neni Close, PW Kubwa, FCTAbuja, Nigeria. WORK EXPERIENCE Customer Support Agent (Remote)|- HCLTech Delivered exceptional customer service by addressing inquiries and complaints related to Scotts-Miracle-Gro products, providing timely solutions for product issues, and maintaining customer satisfaction. Actively listened to customers’ concerns regarding product quality, shipping, or usage and provided effective troubleshooting advice to resolve issues efficiently. Escalated unresolved complaints to the appropriate departments in accordance with company procedures. Managed high volumes of customer interactions through phone ensuring each interaction adhered to company standards. Call Agent (Remote) |- MeterToken Provided frontline support for customers purchasing electricity through the vending system, offering clear instructions, resolving billing issues, and answering technical questions. Addressed customer complaints regarding system errors, payment issues, or service disruptions, ensuring prompt resolutions or escalation to the appropriate team. Assisted customers in navigating the online platform and troubleshooting issues related to account access and transaction completion. ACADEMIC HISTORY Anambra State University |- Bachelor of Agric in Animal Science. CERTIFICATIONS Customer Service Excellence Certification | 2023 HubSpot Academy Conflict Resolution and De-escalation Training | 2024 Digital Witch Academy PROFESSIONAL SKILLS Customer Service Excellence Conflict Resolution & Escalation Management Strong Communication (Verbal & Written) Active Listening & Empathy Troubleshooting & Problem Solving Data Entry & CRM Software (e.g., Zendesk, Salesforce) Microsoft Office Suite: Word, Excel, PowerPoint Multitasking & Time Management Product Knowledge (Consumer Goods & Utilities)