Ezeh Juliet Ogochukwu

Ezeh Juliet Ogochukwu Customer Service Representative Contact Information: -| - Objective: Dedicated and empathetic Customer Service Representative with 3+ years of experience delivering exceptional support via phone, email, and chat. Proven track record of resolving complex issues, improving customer satisfaction, and driving loyalty. Professional Experience: Customer Services Representative— Windy City Solutions, US June 12th 2019-Dec 23rd 2022 ● - Responded to customer inquiries via phone, email, and chat, resolving 95% of issues on first contact ● - Utilized active listening and empathy to de-escalate conflicts, improving customer satisfaction ratings by 25% ● - Collaborated with internal teams to resolve complex issues, reducing resolution time by 30% ● - Consistently met or exceeded monthly performance targets, earning recognition as a top performer ● Implemented a new process for handling returns and exchanges, reducing processing time by 40% Customer Care Specialist—Space City Services, US Jan 12th 2023-May 19th 2024 - Managed a team of customer care representatives, providing guidance and coaching to improve performance - Developed and implemented a new customer feedback system, resulting in a 25% increase in customer satisfaction - Collaborated with cross-functional teams to resolve customer complaints, achieving a 95% resolution rate - Analyzed customer data to identify trends and areas for improvement, presenting findings to senior management Education: Nnamdi Azikiwe University, Anambra State — B.sc. English Skills: ● - Customer Service ● - Communication ● - Problem-Solving ● - Time Management ● - Adaptability ● - Empathy ● - Conflict Resolution ● - CRM Software (Salesforce, Zendesk) ● - Microsoft Office (Word, Excel, Outlook) Language English Fluent