Enyi Ifeoma

Ifeoma Enyi-PROFESSIONAL SUMMARY With over 4 years of thriving experience as a dedicated and empathetic customer support professional with a strong passion for delivering exceptional service and ensuring customer satisfaction. Skilled in actively listening to customers, understanding their needs, and providing timely and effective solutions. Proficient in utilizing strong problem-solving skills to resolve complex issues and collaborating with internal teams to drive resolution. Committed to continuously improving customer experience and contributing to the growth and success of the organization. SKILLS Technical Support via Email, Phone, & Chat Managing Personal & Work Email Inbound Email Ticketing systems Database Management Social Media Management Order screen processing Booking management Customer Support Inbound calls Phone, email, and chat support Email management Live chat consulting Appointment setting Lead generation SOFT SKILLS Time management Detail oriented Leadership Communication skills Self-motivated Creative interpersonal skills Teamwork Customer service TOOLS Microsoft Teams Google Suite, Asana, Trello, Clickup, Slack, Zendesk Freshdesk, HubSpot, Instagram, LinkedIn, Facebook, Wix, Wevolver, Brevo. WORK EXPERIENCE Customer Support Specialist Edge Multi Tech ltd -) Lead a team of call center operators in providing efficient and excellent customer service, resulting in a 20% increase in customer satisfaction. Managed customer interactions via phone, email, and chat, ensuring the highest level of customer support. Identified customer needs and provided prompt and effective solutions, maintaining a positive and helpful attitude. Shared feature requests and effective workarounds with team members to improve service delivery. Participated in daily and weekly team meetings to discuss ongoing projects, process improvements, and product features. Customer Support Representative_ Jehel Wellness & Spa -) Utilized strong problem-solving skills to resolve complex issues, resulting in a 30% reduction in repeat contacts (from 20% to 14%) Collaborated with internal teams to resolve customer issues, resulting in a 40% reduction in resolution time (from 24 hours to 14 hours). Developed and implemented comprehensive customer engagement programs, leading to a 30% improvement in customer satisfaction. Managed customer relations by resolving conflicts and providing constructive feedback, resulting in a 20%decrease in conflict-related issues. Utilized Zendesk for managing customer inquiries and providing timely support. Informed customers about new features and functionalities, enhancing user experience. EDUCATION Agricultural Economics (2021) B. Agric Tech Federal University of Technology Owerri CERTIFICATION Customer Service Fundamentals (Coursera) Technical Support Fundamentals (Coursera) Customer Service Excellence For Frontliners Contacta Support Solutions Limited