EMMANUELLA OGECHI EZUMEZU
Customer Service Representative
- |-| Lagos, Nigeria
Professional Summary
Dedicated and results-oriented customer service professional with over six years of experience in managing customer interactions, resolving inquiries, and driving client satisfaction. Expertise in relationship management, problem-solving, and enhancing customer retention. Proven ability to collaborate across teams, adapt to dynamic environments, and deliver exceptional service aligned with business objectives.
Core Competencies
Customer Service Excellence
Relationship Management
Problem Solving and Resolution
Communication and Interpersonal Skills
Market Research and Analysis
Strategic Planning and Execution
Team Collaboration and Leadership
Content Writing and Engagement
Achievements
Consistently achieved high customer satisfaction ratings, enhancing loyalty metrics.
Increased customer retention rates by 80% through proactive service delivery and tailored solutions.
Boosted business revenue by 70% by implementing customer-focused strategies.
Reduced employee turnover by 15% through the development of a recognition program.
Professional Experience
Customer Service Representative
Skynet Worldwide Express | April 2023 – Present
Respond to customer inquiries and resolve issues with a 90% retention rate.
Enhance satisfaction through personalized relationship management and tailored solutions.
Conduct market research to identify customer pain points and recommend improvements.
Build partnerships with potential clients to expand the business territory.
Collaborate with cross-functional teams to improve service offerings and internal processes.
Customer Service Representative
CourierPlus Services Limited | March 2019 – April 2023
Managed 200+ customer inquiries weekly, achieving a 95% resolution success rate.
Increased loyalty program enrolment by 10% through effective communication strategies.
Improved visibility at express centres by initiating a signage enhancement project.
Assisted in training new hires, reducing onboarding time by two days.
Customer Service Representative and Content Writer
Edumark Consult | January 2018 – February 2019
Delivered high-quality service, managing relationships with school administrators and educators.
Resolved client inquiries and ensured product information was effectively communicated.
Created engaging content to enhance the client experience and drive engagement.
Organized training programs for employees to improve system tracking updates.
Education
Master of Science in Mass Communication (Public Relations and Advertising)
University of Lagos | 2019 – 2021
Bachelor of Science in Mass Communication
Redeemer’s University | 2012 – 2016
Technical Skills
CRM Software (Salesforce, Zendesk)
Microsoft Office Suite (Word, Excel, PowerPoint)
Data Analysis Tools
Content Management Systems
Certifications
Customer Service Excellence Certification
