Gloria Ndirika

NDIRIKA GLORIA Address:45 Olowu Street,Bariga,Lagos. Mobile:-||Email- PROFILE SUMMARY Seasoned Customer Service Professional with experience seeking to leverage expertise to take next career step with a respected organization. Highly skilled in customer relationship and effective communication. Demonstrated ability to build professional relationships with clients to achieve creative visions and drive organizational goals. SKILLS AND COMPETENCE Excellent Communication and problem-solving skill Tele sales techniques Sales enquiry handling Multi tasking ability Knowledge of CRM Salesforce EXPERIENCES Support Engineer Tek Experts March 24 2023 – Present Provided expert technical support to clients, troubleshooting and resolving complex issues related to software and hardware products. Acted as the primary point of contact for customer inquiries, maintaining high levels of customer satisfaction through timely and effective communication. Collaborated with cross-functional teams to escalate and resolve product-related issues, ensuring seamless service delivery. Developed and maintained comprehensive documentation for support processes, FAQs, and troubleshooting guides to enhance team efficiency and customer self-service capabilities. Conducted training sessions and created educational materials for customers to maximize the use and benefits of Tek Expert offerings. Used ticketing systems to manage and prioritize support requests, tracking resolution progress and ensuring prompt follow-up. Analyzed customer feedback and support data to identify trends and recommend product improvements, contributing to the continuous enhancement of service quality. Participated in regular team meetings to discuss ongoing issues, product updates, and strategies for improving the customer experience. CUSTOMER SUPPORT ||NTEL||February- Respond to customer queries in a timely and accurate way Identify customer needs and help customer use specific features Analyze and report product malfunctions Monitor customer compliments on social media Develop trust and expand the relationship with clients Customer Service Representative||Outcess Solutions||February2021-January 2022 Established membership loyalty, executing lawless customer retail account management. Built customer rapport by providing friendly, genuine service, increasing customer retention Facilitated customer follow-up, maintaining customer relationship Leveraged product expertise to develop effective service plans, achieve profitability goals and grow client retention. Evaluated accountant service history identify customer trends ,using data to mitigate future issues. Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions. Customer Service Representative [Nysc Posting]|| Ashimolowo Farm| [Jan.2020–Feb2020] Answer customer telephone calls promptly, improving on-hold wait times and enhancing customer satisfaction scores. Discuss service offerings with customers, outlining restrictions and educating on policies to meet personalized needs. Evaluated account and service histories to identify customer trends, using data to mitigate future issues. Communicate with vendors regarding back-order availability, future inventory and special orders to maintain stock levels. Customer Service Officer||Micheal Okpara University Microfinance Bank[Intern]||[May2016–May.2017] Processed inbound customer calls, providing information on service or product upgrades, taking new orders and escalating cancellations. Continually drove team revenue totals, closing high-value sales through targeted customer care. Maintain customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns. Assisted customers with product complaints, logging issues for investigation and providing replacement items. EDUCATIONAL,CERTIFICATES AND TRAINING B.SC in Agribusiness Michael Okpara University of Agriculture Umudike [-]. Police Secondary School Akure ,Ondo State[-.] Annunciation Primary School Akure, Ondo State[-.] Referees :Christopher Ibebuogu Database Administrator, National Open University-