Faith Oguebie

Faith Chiamaka Oguebie Customer Support Officer SUMMARY Dedicated Customer Support Officer with proven efficiency in providing exceptional service and resolving customer inquiries. Adept in building positive customer relationships, handling diverse customer issues, demonstrating empathy, and finding effective solutions to ensure satisfaction. Committed to delivering seamless customer experience while utilizing service software and collaborating with cross-functional teams to address customer needs promptly. SKILLS PROFESSIONAL EXPERIENCE Customer Service / Sales Support Representative Oct. 2023 – Jan. 2024 Easynet Phones - Nigeria . ❖ Utilized freshdesk features in order to manage customer tickets, ensuring timely and effective resolution. In addition, streamlined and organized customer support interactions. ❖ With the help of HubSpot, it was used to streamline customer support processes, automate tasks, and enhance overall customer relationships. Also professional-looking emails were created and sent to clients through the use of hubspot . ❖ Cultivated a customer-centric approach, ensuring a positive experience at every touchpoint. ❖ Processed sales transaction,ensuring accuracy and addressing post-purchase concerns, resolving issues promptly to maintain high customer satisfaction. ❖ Increased sales quota by 80% through effective communication, active listening ,attention to details, great product knowledge and product recommendation ❖ Logged calls and gave reports on customer feedback ❖ Handled over 80 calls and over 100 email messages daily ❖ Assisted customers with product inquiries, through immediate chat support channels, providing detailed information about mobile phones and accessories Customer Service Representative Nov. 2021 – Sep. 2023 Jencee Skincare - Nigeria ❖ Utilized Zendesk to manage and resolve customer support tickets across multiple channels, including email, chat, social media, and phone ❖ Used Trello as a collaboration tool to share relevant information and updates with team members. ❖ Provided comprehensive product information, demonstrating good knowledge of company products and effectively responding to inquiries to offer assistance as needed. ❖ Addressed client complaints, delivering suitable solutions and achieving a 90% resolution rate within the specified timeframes. ❖ Contributed to a 15% increase in client satisfaction through personalized product recommendations and assisting clients in identifying the most suitable products. Client Service/Marketing Representative Mar. 2021 – Oct. 2021 Lisdon Group Limited ❖ Facilitated intermediate negotiation processes, providing clients with valuable insights on market conditions, pricing dynamics, and legal requirements. ❖ Assessed clients' needs and financial abilities, proposing tailored solutions to meet specific real estate requirements. ❖ Engaged in real-time communication via Zendesk chat to address inquiries and offer immediate assistance ❖ Implemented Trello's features to streamline workflows and optimize task assignments. ❖ Assisted buyers in acquiring properties at optimal prices and under favourable terms, leading to a 12% increase in client satisfaction and repeat business. Front Desk Administrator Jun. 2021 – Sep 2021 Trade Partners - Nigeria ❖ Attended customers, offering assistance and answering questions to build rapport and retention, contributing to a 15% improvement in client satisfaction. ❖ Maintained departmental records in the company database, ensuring error free data and a 98% accuracy rate in data entry. ❖ Screened and transferred incoming calls, recording messages and transmitting information accurately, ensuring timely dissemination of information to appropriate personnel. Front Desk Administrator/Customer Care Representative Feb. 2019 – Dec. 2020 Mainford Electronics Limited – Kaduna, Nigeria ❖ Provided customer support by promptly addressing calls and emails, handling inquiries, and delivering accurate solutions, resulting in a 20% increase in overall customer satisfaction. ❖ Collaborated with cross-functional teams to ensure clear and professional communication about customer complaints, leading to a 15% improvement in query resolution time. ❖ Assisted sales team in identifying and generating leads, forwarding potential leads to sales representatives, contributing to improve call and sales assist quotas by over 5%. Laboratory Assistant/Administrative Officer Jun. 2017 – Apr. 2018 Federal College of Education – Anambra State, Nigeria ❖ Conducted laboratory tests following standard protocols and implementing lab procedures to protect staff and reduce potential result errors by 25%. ❖ Recorded, reported, and posted test results using specialized software, ensuring timely and accurate reporting and improving reporting efficiency by 20%. ❖ Set up, maintained, and verified sterility of lab equipment and tools, ensuring a 100% adherence to equipment maintenance standards for the best results. KEY ACHIEVEMENTS ❖ Committed to Customer Satisfaction: Prioritized customer satisfaction throughout office operations, contributing to overall improvement in customer satisfaction by 20%. ❖ Transaction Security and Verification: Maintained transaction security by verifying payment cards against identification, ensuring a 100% accuracy rate in payment verification. ❖ Effective Conflict Resolution: Achieved 90% resolution rate for client complaints, delivering suitable alternatives within tight timeframes and enhancing overall client satisfaction. ❖ Strategic Marketing: Successfully increased sales effectiveness by 15% through advertising and leveraging social platforms. EDUCATION & CERTIFICATIONS Bachelor of Science in Applied Biochemistry | 2015 Enugu State University of Science and Technology - Nigeria REFERENCES Available on Request