Hope Onyinyechi Baiye

 HOPE ONYINYECHI BAIYE Dantata Estate Kubwa ,Federal Capital Territory Abuja, Nigeria | Postal Code:901101 | Tel: - | Email:-| Skype ID: Hope Baiye. LinkedIn Link: https://www.linkedin.com/in/hopebaiye PROFILE SUMMARY Dedicated and driven Customer service Officer with over two years of experience providing exceptional care in a fast-paced environment. Solid collaboration,communication,resolution and technology skills for all phases of customer transaction. Seeking to continue providing exceptional service with each customer interaction. WORK EXPERIENCE Customer Service Representative | 27th August 2021 – Present. Transport Payment Solution (TPS) Provide high volume customer support through face to face, live chat and email communication, resolve customer complaints in a professional and prompt manner and maintains an average happiness score of 99%. Helping customers understand how to navigate the app and web bookings and answering questions about their reservations. Payment confirmation and customers ticket retrieval with the aid of software before boarding and departure. Train and assist entry-level customer service officers on improving customer service and handling abusive customers by helping them improve listening skills, communication, and multitasking abilities. Verify and validate customer’s tickets with an echo device. Follow company’s standard operating procedure accurately and efficiently. Participate and take minutes of meeting. Escalates advanced cases to management for resolution, providing background information as necessary. Customer Service Officer | January – August 2021| ICS Outsourcing Learned about the three different platforms for booking tickets, competently provided customers with information about each one, and suggestions for their usage. Helped customers with account creation, resolve common issues related to the account and booking procedures. Communicate directly with customers in the departure hall and ensure their booking experience is pleasant, productive, and memorable, and to mediate any situations that may have escalated. Increased account registration and online booking goals from 10% to nearly 80% barely four months of going live through consistent effort and regular meetings with the customer service manager. Provided travel schedule and price information. Virtual social Customer Service | November 2018-July 2020 | JuiceHut Abuja Attended to all customer queries, concerns, and comments posted to the company’s social media platforms. Maintained a working knowledge of company products to effectively communicate with customers. Content posting across social media platforms. Scheduled appointments and made travel arrangements. Managed Email accounts. Content creation and scheduled social media posts across the various platforms. Assisted the sales team to develop and implement advertising campaigns and compiled performance reports to aid with decision-making. Admintrative Assistant | 6 Feb 2016 - 30 Aug 2017 | Norgate Global Connections Limited Answered and directed phone calls. Typed and distributed email, correspondence memos, letters, meeting notes and forms . Organized and scheduled appointments. Assisted in preparing weekly reports. Ordered office supplies and researched new deals and suppliers. Maintained contact lists. Provide general support to visitors and vendors. Photocopies, scans, and files appropriate documents. EDUCATIONAL QUALIFICATIONS National Open University of Nigeria - Bachelor of Sciences (B.Sc.) Entrepreneurial and Business (Hons.) Dorben Polytechnic Abuja, Nigeria 2010 – 2011 National Diploma in Mass Communication (Upper Credit) University of Jos, Nigeria - National Diploma in Mass Communication (Upper Credit) Rundele High School, Agba Ndele, Rivers State - West African Senior School Certificate (O'Level Certificate) PROFESSIONAL TRAINING Customer Service Foundation Training April 2018 Digital Marketing Skills Training (DSMI) December 2019 Customer Service Training (TPS) January 2021 Customer Service :Handling Abusive Customers November 2021 Customer Service Foundations November 2021 CORE PROFICIENCIES / SKILLS Solid communication, listening ,and problem solving ability. Strong Interpersonal skills. English and Igbo proficient. Team player and goal oriented. Good knowledge of CRM and social media posts creation and scheduler tools like Zendesk, canva, Slack, mailchimp, Elementor,Hootsuite,linktree among others. Content research, creation and email integration. Knowledge of office productivity tool like Microsoft Word,PowerPoint and more. HOBBIES AND INTERESTS I love Chatting with my Tech Community, Reading Non-fiction and motivational books, Writing social media contents, Electronic gadgets and Networking and Socializing with friends and family. REFEREES Available on request.