HENRIETTA N. NNABUIFE.
Phone number: - • Email:-
Customer Support Specialist
A young well organized, highly adaptable Customer Support Specialist with experience in Ecommerce and BPO Industry and HR operations.
Excels in providing exceptional and quality services to clients: especially skilled in the BPO Industry
Building a career in understanding business objectives and translating them into great customer service work-streams.
WORK EXPERIENCE
Crescitaly.com, Remote – Customer Care Representative/Live Chat Operator August 2022-April 2023
1. Responding to customer inquiries via phone, email, or live chat in a timely and professional manner to provide support and assistance
2. Resolving customer complaints and issues by identifying the problem and providing prompt and appropriate solutions
3. Maintaining a positive and empathetic attitude towards customers at all times
4. Documenting customer interactions and transactions in a CRM system
5. Providing product and service information to customers
6. Demonstrating strong product and service knowledge to effectively answer customer questions
7. Maintaining a professional and friendly tone in all interactions with customers
8. Multitasking between multiple customer chats at once while maintaining quality service
9. Identifying and escalating issues that require additional assistance or expertise
10. Collaborating with other departments within the company to ensure customer satisfaction
Outsource Global Technologies, Abuja - Team Leader April 2020 – July 2022.
Job Responsibilities
Set clear team goals and KPIs.
Delegate tasks and set project deadlines
Oversee day-to-day teams' operation and performance
Do regular performance evaluation
Create a health and motivating work environment and atmosphere
Develop a well-designed and motivating evaluation program
Communicate with teams about their performance
Monitor team performance and report on metrics
Assist agents with customer issues and escalated customer calls
Discover training needs and provide coaching
Listen to team members’ feedback and resolve any issues or conflicts
Plan and organize team building activities
The Outsource Global Technologies, Abuja – Call Center Agent Nov 2018- April 2020.
1. Managing large amounts of inbound and outbound calls in a timely manner.
2. Following call center “scripts” when handling different topics.
3. Identifying customers’ needs, clarify information, research every issue and providing solutions.
4. Build sustainable relationships and engage customers by taking the extra mile.
5. Frequently attend educational seminars to improve knowledge and performance level
6. Development and deployment of team strategy for target delivery
7. Management of day-to-day team operations
8. Training and preparing call center representative to respond to customer’s question, complaint and troubleshoot problems with product or services.
9. Meet personal/team qualitative and quantitative targets
Niger State House of Assembly (NYSC), Human Resources Assistant -)
Responsible for HR admin activities within a public parastatal.
Key Responsibilities
Employee Data Management – Manual entry and data maintenance
Employee Welfare, records documentation and Filing
Performing administrative duties
SKILLS
Policy Implementation
Strategic Planning
Project Coordination
INTERESTS
Reading books Women EmpowermentRegional Development
LANGUAGES
Education and Credentials
BA (ED) Philosophy2016
Certification in Human Resources Management Professional (HRMP)2018
Certification in Customer Relationship Management Professional (CRMP)2018
Chartered Institute of Personnel Management2022
