Ifeyinwa Okwuanyi

IFEYINWA OKWUANYI | - |-CUSTOMER SUPPORT SPECIALIST PROFESSIONAL SUMMARY Customer Service Specialist with over 8 years of experience enhancing customer satisfaction, driving revenue growth, and fostering customer loyalty. Proven track record of exceeding targets through effective sales strategies, proactive issue resolution, and customer-centric solutions. TECHNICAL SKILLS • Telephone and call management • Upselling and cross selling • Microsoft office suite • Data entry and management • Inbound and Outbound calling INTERPERSONAL SKILLS • Time management • Conflict resolution • Customer Engagement • Problem solving • Team Player • Result Driven WORK EXPERIENCE Customer Success Specialist Icon Express Ltd September 2024-Present ● Develop and implement customer feedback initiatives that minimize processing time and volume, enhancing client satisfaction and operational efficiency with a 10% reduction in average response time. ● Consistently meet and exceed key performance indicators (KPIs) for customer satisfaction, growth, and retention by proactively resolving client complaints and integrating feedback, strengthening client loyalty. ● Conduct market research to optimize product positioning, resulting in a 35% increase in customer loyalty and acquisition. ● Deliver high-quality service by handling inquiries across email, SMS, and phone, ensuring prompt and effective responses to meet diverse customer needs. Cold Calling / Telemarketing February 2016- August 2024 Ship Afrika New Jersey ● Increased customer satisfaction by implementing a new feedback strategy. ● Developed and executed innovative marketing strategies that generated increase in revenue by enhancing brand visibility across social media platforms and online marketplaces. ● Fostered strong client relationships, resulting in a 35% increase in customer loyalty through proactive followups and a resilient approach to overcoming challenges. ● Conducted thorough market research and competitive analysis to ensure our services remained competitive, maximizing customer satisfaction and retention. Customer Service Representative Keystone Bank September 2011- January 2016 ● Achieved an 80% increase in clientele by implementing effective sales strategies that significantly enhanced brand awareness and fostered positive customer perception. ● Independently processed and managed all branch-level account requests, ensuring efficient and seamless service. ● Educated clients on product offerings, aligning solutions with customer needs for enhanced satisfaction. ● Proactively addressed customer concerns across various channels such as email, SMS, and phone, resulting in significantly faster response times and enhanced customer satisfaction. Provided essential administrative support to sales teams, contributing to streamlined operations and team success. ● EDUCATION B.Sc. in Accounting Anambra State University