Ijeoma Akazue Nwakasi

IJEOMA AKAZUE-NWAKASI CUSTOMER SUPPORT SPECIALIST CONTACT --WV1 4AR, Wolverhampton, West Midlands, England in www.linkedin.com/in/ijeomaakazue PROFESSIONAL SUMMARY Dedicated and highly motivated professional, eager to lend combined knowledge and skills to enhance business performance. I bring a wealth of experience in delivering exceptional service across various industries. With a strong focus on communication and problem-solving, I am adept at resolving issues efficiently and ensuring customer satisfaction. Committed to delivering positive experiences, I am equipped to support and exceed customer expectations, contributing to the success of any team or organisation.. SKILLS WORK EXPERIENCE Technical Troubleshooting Email and Chat Support CRM Mastery Communication Protocols Client Onboarding Interpersonal Skills Software Proficiency Customer Support Specialist (Remote) EDUCATION Post Graduate Certificate in Education University of Wolverhampton 2021 - 2023 Master of Science, Computer Networks Middlesex University 2014 - 2016 Bachelor of Science, Computer Science Nnamdi Azikiwe University 2004 - 2008 RELEVANT TRAININGS Diploma in Customer Service Diploma in Leadership and Management Styles Diploma in Workplace Safety and Health ACHIEVEMENTS Staff of the Year Award for exceptional Customer Service. Legalfield Partners 2014 - Till date Utilizing office software and tools to perform daily tasks (email and chat support, phone calls) efficiently, including CRM systems, streamlined data entry processes, thereby reducing time spent on administrative tasks by 15% Responding to emails and messages in a timely and courteous manner, ensuring excellent customer service Successfully managed and resolved over 5,000 client inquiries and complaints, ensuring a 95% client satisfaction rate Developed and implemented a comprehensive training program for new support staff, reducing onboarding time by 30% Reduced average response time from 12 minutes to 9 minutes, improving overall service efficiency Collaborating with other departments to streamline processes and enhance customer experience Customer Service Representative Meridian Technologies Limited 2013 - 2014 Initiated cross-departmental projects that reduced customer service handoff times by 25 Consistently achieved a 98% customer satisfaction rate for daily interactions. Successfully managed and resolved over 5,000 client inquiries and complaints, ensuring a 95% client satisfaction rate. Achieved a 95% resolution rate on first contact, contributing to high client retention. Enhanced communication protocols within the support team, leading to a 20% increase in efficiency and quicker response times. Maintained an average response time of under 2 hours for email inquiries, with a 99% adherence to response time targets. Customer Service Executive East Atlantic Network Limited 2010 - 2013 Offered internal and external customers first-rate customer service to maximize satisfaction and business success. Answered phone calls promptly and addressed customer inquiries or route them to the appropriate department Trained and set up users on new systems and applications Assisted customers with account setup, updates, and troubleshooting. Provide follow-up to ensure customer satisfaction and continuous improvement.