FAITH
FANAMA
CUSTOMER SERVICE ASSOCIATE
Personal Profile
Remote
Phone: (-
Professional Summary
Self-motivated, hardworking, team-oriented customer support professional with 4+
years of Remote Customer Service experience. Possesses a customer-first mindset,
pleasant personality, a good listener, and even-tempered, excelling in fast-paced and
dynamic environment with lots of innovation and change.
An excellent oral and written communicator, adept at communicating with customers
and internal employees. Demonstrates adeptness in managing challenging situations,
with poise and patience, fostering strong customer relations. An organized individual,
ability to pay close attention to detail, works productively to consistently meet deadlines.
Email:-
A willing learner, poised to leverage expertise working with a growing business and
excited to help customers daily.
LinkedIn
Employment History
https://www.linkedin.com/in/fanama-faith
March 2023 till date: Sales and customer support, Remote,
Wellnite, Inc., San Francisco, California, USA
Skills
Communication Skills
Adaptability
Fast Learner
Ability to work in a team
Effective Time Managment
Critical thinking and problem solving
Team leadership
Computer Skills
• Resolved customer complaints and escalations with professionalism and efficiency, achieving a 95% satisfaction rate. Conducted thorough investigations
and analysis, collaborating with internal teams to swiftly deliver solutions,
fostering customer loyalty through timely resolutions.
• Served as the first human touchpoint for over 80 customers daily, enjoy helping
customers with a variety of inquiries, claims and requests through phone calls,
emails, and live chat messages. Ensures every call is answered on the first
ring, deliver exceptional customer service by actively listening, empathizing,
and providing prompt and accurate resolutions to ensure a positive customer
experience
• Deliver comprehensive product knowledge sessions, educating customers on
features and benefits to enhance their understanding and utilization, resulting
in a 20% increase in cross-sell opportunities. Guide customers through product usage, optimizing satisfaction and utilization rates. Offer effective troubleshooting guidance, resolving common issues promptly to ensure seamless
experiences.
Data-entry and keyboard skills
Attention To Detail
April 2020 - Dec 2023: Customer support.,
613 Marketing and Media Inc., Denver, Colorado
Order verification
• Resolved 95% of customers' queries, significantly boosting satisfaction and
retention rates. Designed a process and identified an automation tool that
contributed to an 80% increase in customer satisfaction, streamlining operations for greater efficiency.
• Respond to customer enquiries and queries via chat, phone and email, manage
resolution processes, recognize and escalate recurring problems, provide
solutions and provide quality customer support.
• Consistently achieved performance milestones in speed, accuracy, and volume, exceeding quality assurance benchmarks by 15% on average.
• Dedicated to delivering exceptional customer service, responded to 95%
of customer claims and queries, resulting in achieving key metrics such as
heightened customer satisfaction levels and increased retention. Implemented
automated documentation of customer interactions, resulting in a 70% improvement in efficiency and a more seamless customer experience
• Assist in cultivating exceptional customer relationships, driving a 60% improvement compared to the previous year, through collaborative efforts and
close attention to detail. Incorporate feedback to continuously refine strategies and enhance customer satisfaction.
Education-: BS.c Business Management, University of Portharcourt.
Courses
2019, Google digital Marketing, Google
2021: Customer Service Fundamental, Coursera
2022: Customer Technology Management, SIIT
2022: Introduction to CRM with Hubspot, Coursera
2023: Project Management, Coursera
TECHNICAL SKILLS
• Microsoft Office Tools (Word, PowerPoint, Excel)
• Customer service ticketing system
1. Zendesk
2. HubSpot
3. OpenPhone
4. Manychat
5. Intercom
• Project Management & Collaboration Tools:
1. Trello
2. Slack
3. Airtable
• Time Tracking & Productivity Tools: Clockify
• Appointment Scheduling: Acuity
• Financial Tools: Stripe
• Communication & Productivity Suites: Google Workspace (formerly G Suite)
