Iloba Augustine Chinonso

ILOBA AUGUSTINE CHINONSO PROFESSIONAL SUMMARY Dedicated and results-oriented Customer Care Representative with over 3 years of experience in providing exceptional customer service. Adapt at managing customer inquiries, resolving complaints, and ensuring client satisfaction. Strong communication, problem-solving, and conflict resolution skills with a proven ability to maintain positive customer relationships and deliver top-tier service in fast-paced environments. CORE COMPETENCIES ● Customer Service Excellence ● Active Listening & Empathy ● Conflict Resolution & Escalation Management ● Product Knowledge & Support ● Multitasking & Time Management ● CRM Software (e.g., Salesforce, Zendesk, etc.) ● Data Entry & Order Processing ● Phone, Email, and Chat Support ● Team Collaboration & Training ● Quality Assurance & Feedback Handling PROFESSIONAL EXPERIENCE Company (1) :Allied health global (remote) Position: Customer care Representative Date: Jan 20 ,2019 to Dec 29,2023 TASKS: ● Manage a high volume of inbound and outbound customer calls, addressing inquiries, resolving complaints, and providing product information. ● Utilize CRM software to log customer interactions, process orders, and track issues through resolution. ● Maintain a high level of customer satisfaction by delivering prompt and accurate solutions to product-related issues.● Provide troubleshooting support for technical issues, collaborating with the technical team to resolve complex inquiries. ● Identify opportunities for process improvements and collaborate with management to implement more efficient customer service practices. ● Assist with training and mentoring new hires, ensuring consistent and high-quality customer service standards. ● Achieved a 85%customer satisfaction rate through consistently meeting or exceeding service goals. Company(2) : Phillips pharmaceuticals Position: Customer Sales Representative Date :Feb 3, 2015 to Oct 31,2018 TASKS: ● Handled customer inquiries and concerns across multiple channels, including phone, email, and live chat. ● Processed returns, exchanges, and refunds according to company policies. ● Worked with the sales team to provide product recommendations and promote additional services, increasing upsell revenue by 80%. ● Resolved escalated issues, ensuring a timely resolution while maintaining a professionaland courteous demeanor. ● Maintained detailed and accurate records of customer interactions and transactions, ensuring compliance with company procedures. EDUCATIONAL BACKGROUND Degree(1): Master of science in Public health (MSC) School attended : University of Nigeria Nsukka Date :Aug 15,2019 to Oct 31st 2023 Degree(2) :Bachelor of science in Medical Physiology(BSC) School attended : Madonna University Nigeria Date: Aug 7, 2011 -Aug 31,2015 CERTIFICATIONS ● Customer Service Certification, ● Conflict Resolution Training, ● CRM Software ProficiencySkills & Technology ● Microsoft Office Suite (Word, Excel, PowerPoint) ● CRM Systems: Salesforce, Zendesk, HubSpot ● Live Chat & Email Support Platforms ● Ticketing Systems & Issue Tracking REFERENCES Available on request