Faith Chimezie

Chimezie Faith Abia State, Nigeria​-|-​ linkedin.com/in/faith-chimezie-bb014a119 Professional Summary______________________________________________ Dynamic and results-oriented customer service professional with over 3 years of experience in fast-paced environments. Skilled in Zendesk and Microsoft Office Suite and effective communication. Adept at leveraging strong communication, using Project Management tools like MS Teams and Zoom. Organizational, and problem-solving skills to enhance the actualization of organizational objectives and goals. Demonstrates a commitment to building inclusive workplace cultures and driving long-term success through effective support practices. Basic financial acumen supporting data-driven decision-making and resource optimization. Passionate about enhancing customer experiences and staying updated on industry trends. SKILLS_____________________________________________________________ ★​ Customer Service/Support ★​ Virtual Assistance ★​ Appointment Scheduling ★​ Lead Generation ★​ Email/Chat Support ★​ Data Entry ★​ Effective Communication ★​ Troubleshooting/Escalation ★​ Administrative Support ★​ CRM Tools (Hubspot, Freshdesk, Zendesk, Monday.com) ★​ Microsoft Office Suite (word, excel, outlook) ★​ Complaint Resolution ★​ Order Processing ★​ Ticketing ★​ Google Workspace ★​ Time Management ★​ Calendar Management ★​ Call Documentation ★​ Problem Solving Attitude ★​ Project Management Tools (Slack, MS Teams, Zoom) Professional Experience Customer Service Representative​ United Bank For Africa | Aba, Abia State | February 2022 – Present ●​ Greets and assists customers upon entry, providing a high-level personalized service in managing transactions, to enhance customer satisfaction and loyalty. ●​ Builds rapport with customers to understand their preferences and needs closely, leading to more targeted and appreciated service delivery. ●​ Implements an efficient customer contact management system, reducing data discrepancies by 20% and improving customer response time. ●​ Over the years, providing outstanding assistance to over 1200 customers, contributing to a 25% increase in positive customer reviews through a customer-centered service approach. ●​ Managed outsourcing products to online customers, ensuring efficient order fulfillment and customer satisfaction. ●​ Played a key role in complaint resolution by collaborating with various departments, which decreased escalated customer complaints by 10%. Customer Support Specialist​ Digital Witch | Remote | October 2021 – January 2022 ●​ Managed over 50 daily customer inquiries via email, chat, and phone, delivering prompt and accurate resolutions. ●​ Troubleshooted technical issues with a 95% first-contact resolution rate, significantly boosting customer satisfaction. ●​ Maintained detailed records of customer interactions in ZENDESK, streamlining follow-up processes. ●​ Collaborated with cross-functional teams to identify and address common customer pain points, leading to a 15% improvement in response time. ●​ Delivered high-quality service by addressing customer concerns empathetically and professionally. ●​ Monitored and escalated recurring issues to relevant departments, contributing to improved operational efficiency. ●​ Achieved a 98% positive customer feedback rating, demonstrating a commitment to exceptional service. Education Bachelor of Science​ Imo State University | Owerri, Imo State | Graduated 2022 Higher National Diploma​ Abia State Polytechnic| Aba, Abia State | Graduated 2018 Certifications ●​ In-Demand IT Skills – Digital Witch Support Community (2024)