Ifeanyi Kingsly Ohaeri

IFEANYI KINGSLY OHAERI-| - | Abuja, Nigeria CUSTOMER SERVICE REPRESENTATIVE Professional Summary Dedicated Customer Service Representative with 5 years of experience in providing top-tier support and ensuring customer satisfaction. Skilled in handling inquiries, resolving complaints, and fostering positive customer relationships. Adept at using CRM software and multitasking in fast-paced environments. Committed to delivering exceptional service to enhance customer experience and business growth. Core Competencies Customer Support & Communication Problem-Solving & Conflict Resolution CRM & Ticketing Systems (e.g., Zendesk, Salesforce, GoHighLevel) Multitasking & Time Management Order Processing & Account Management Upselling & Cross-Selling Data Entry & Documentation Team Collaboration & Training Professional Experience Customer Service Representative (Remote) Leaderly Academy, Canada | 09/2019 - Present Provided excellent customer service through phone, email, and live chat, handling an average of 80 inquiries daily. Resolved customer complaints efficiently, maintaining a 96% customer satisfaction rate. Utilized CRM tools to track customer interactions and improve service efficiency. Assisted in training new customer service representatives to ensure service quality. Identified customer needs and recommended solutions, contributing to 19% increase in customer retention. Administrative Support / Customer Service Electro-Pompe CM, Canada | 04/2022 – 03/2025 Managed customer accounts, processed orders, and ensured timely delivery. Supported sales teams by providing product knowledge and troubleshooting assistance. Collaborated with departments to streamline processes and enhance customer experience. Maintained detailed records of customer interactions and resolutions. Education BSc. Biochemistry | [University of Buea, Cameroon | 2010 GCE- ADVANCE LEVEL, Cameroon, Certifications & Training Customer Service Excellence Certification – Alisson, 2020 CRM Software Training (GoHighLevel, Zendesk, Salesforce) – [2023] Conflict Resolution & Negotiation Skills – [2024] Technical Skills Proficient in MS Office Suite (Word, Excel, Outlook) CRM & Help Desk Software (Zendesk, Salesforce, GoHighLevel) Live Chat & Email Support Tools Data Analysis & Reporting Languages English (Fluent) French (Fluent) Awards & Achievements Recognized as "Top Customer Service Performer" for 2023 at Electro-Pompe CM. Achieved 19% improvement in customer retention through personalized service. References Available upon request.