Ibeh Princess

Contact - (Mobile)- www.linkedin.com/in/princessibeh-8038b3231 (LinkedIn) Top Skills Customer Retention Customer Experience Customer Support Languages Igbo (Native or Bilingual) English (Full Professional) Princess Ibeh Customer Service Lead | Customer Service professional| Phone Engagement | Customer Engagement | Asset & Critical Monitoring Officer | Supply Chain & Logistics Professional Nigeria Summary An enthusiastic and motivated Customer Experience /service Professional with a wide range of experience in clerical/ administrative functions, customer experience, monitoring & Evaluation functions. An accurate and methodical worker who enjoys meeting people and working as part of a team. A good listener who is sensitive to the needs of others with a wide range of interests and the ability to get on with people of all ages. Excellent communication and organizational skills which would be well suited to an customer service,executive/administrative-focused role and an asset in any organization. Skills and Competencies are but not limited to: • Critical thinking skills • Excellent emotional intelligence skills • Organization and planning skills • Data Analytics skills (Excel, Power BI) • Microsoft excel/Microsoft word • customer retention • customer Engagement • customer relationship management • Problem Solving •strong verbal and written communication • Mix-telematics App • Nova-track App • Tele App • PowerApps • Navision ERP Experience Haul247 (Google BFF’AFRICA 22) Page 1 of 4 Customer Service Team Lead May 2024 - January 2025 (9 months) •Supervised and coordinated customer service activities, including handling bulk inbound customer inquiries, addressing complaints, and ensuring timely resolution of problems •Collaborated with the team to manage delivery timelines and customer expectations, ensuring efficient service and customer satisfaction. •Developed,implemented and monitored customer service standards and processes to ensure consistency and excellence across all customer interactions. •Actively engaged with customers via phone to resolve issues and upsell/ cross sell services, identifying their needs and rendering solutions to optimize customer experience and retention. •Resolved customer complaints and issues by providing quick, effective solutions, while maintaining professionalism throughout the process. •Track and analyze customer feedback, leveraging insights to improve service quality and identify upselling opportunities. •Build strong relationships with partners and customers to ensure long-term satisfaction and increased customer loyalty. Transport Services Limited (TSL) 3 years 7 months Customer Experience Executive November 2019 - May 2023 (3 years 7 months) •Delivered exceptional service to customers by managing inbound calls, emails, live chat, and other communication channels, addressing inquiries, complaints, and providing information. •Maintained a high level of professionalism and accuracy in all customer interactions, ensuring positive engagement and building trust. •Followed up on customer complaints and inquiries, resolving issues in a timely manner and improving overall customer satisfaction and retention. •Upsold and cross-sold services based on customer needs and preferences, consistently meeting/ exceeding sales targets. •Worked closely with internal teams to escalate and resolve complex issues, ensuring a seamless experience for customers. •Coordinated with the logistics and technical teams to ensure on-time service delivery, reducing delays and addressing customer concerns prompt . •Compiled and submitted weekly reports on customer feedback, recurring issues, and proposed improvements to enhance customer experience. Page 2 of 4 Client Support Officer November 2019 - August 2020 (10 months) •Responded to clients enquiries via phone,emails and live chats in a timely manner. •Provided clear and important informations about our products and services as well as the company policies •Identified and escalated client issues to relevant teams and ensure timely resolution. •Assisting clients with the onboarding process, explaining how the company functions. •Trained clients on the operational standard of the company •Followed up on clients to ensure high level of satisfaction,while addressing concerns in other to reduce churn rate. •Kept accurate records of clients interactions and resolution in a CRM system. •Gathered and analyzed clients feedback to identify areas of service improvement •Ensure documentation of all customer feedback for future analysis and improvements African Development Bank Group Volunteer Staff March 2019 - March 2019 (1 month) •Assisted with registration of incoming guests for the summit •Engaged guest through phone calls to ensure timely arrivals at the venue. •Ensuring smooth guest check-in and providing information on event schedules. •Managed guest data, ensuring accurate input prior to and after the summit. •Coordinated scheduling of work hours and job rotations, ensuring all staff were prepared and trained to handle their duties. •Delivered real-time feedback to the team and provided management with reports on staff performance and activity updates. •Addressed any issues that arose during the event, solutions and ensuring the event proceeded smoothly. FMR AGENCY - Future Moves Recruitment Agency Limited Front Desk Representative August 2017 - February 2018 (7 months) * answering incoming calls, directing them to the appropriate department or providing necessary information. Page 3 of 4 *Managed office communications, including handling mail and inquiries, ensuring prompt and accurate responses. Provided clerical support, including typing documents and maintaining office records. *Assisted in scheduling meetings and coordinating office supplies ensuring smooth office operations. *Engaged with visitors and employees to provide a professional and welcoming atmosphere. Education University of Benin Bachelor of Science - BS, Sociology and Anthropology · (September 2014 - October 2018) Page 4 of 4