Ivie Atoe

IVIE ATOE PRECIOUS - |-| Abuja, Nigeria PROFESSIONAL SUMMARY Dedicated and empathetic Customer Service Representative with 6+ years of experience delivering exceptional support to clients. Proven track record of resolving customer complaints, improving satisfaction ratings, and driving sales growth through up-selling and cross-selling. Skilled in CRM software, Microsoft Office, and conflict resolution. Possess excellent communication, active listening, and problem-solving skills. Self-motivated and adaptable, with a strong focus on customer satisfaction and loyalty. Seeking a challenging role that leverages my skills and experience to drive business success. EDUCATION University of Benin Human Kinetics and Sport Science, GPA (3.85) WORK EXPERIENCE King’s Care College,Abuja-FCT Customer Service Representative               September 2023 – September 2024 Responded to 500+ customer inquiries via phone and email, achieving a 95% first-call resolution rate and a 25% increase in customer satisfaction. Led customer support team to achieve 95% satisfaction rate, exceeding target by 15% Resolved 90% of customer complaints, resulting in a 20% increase in customer loyalty and retention. Collected and implemented customer feedback, leading to a 15% improvement in product offerings and services. Collaborated with sales teams to up-sell/cross-sell products, resulting in a 12% increase in average order value. Maintained a 90% customer satisfaction rating through proactive issue resolution and timely followups. Utilized CRM software to track customer interactions, resulting in a 10% increase in sales and a 5% increase in customer satisfaction. Chat Support Specialist, Colorado. Freelance, Remote  Edo State, Nigeria January, 2023 January 2022 - July 2023 Resolved 95% of customer inquiries on the first contact, resulting in high customer satisfaction ratings. Consistently exceeded client expectations, with a 25% increase in positive feedback. Improved response time by 30%, ensuring timely support for customers. Successfully handled a high volume of chats, with a peak of 50 concurrent conversations. Achieved a 90% customer retention rate, demonstrating strong relationship-building skills. Utilized problem-solving skills to resolve complex customer issues, with a 99% resolution rate. Maintained a high level of accuracy, with a 98% accuracy rate in addressing customer concerns. Continuously updated knowledge and skills, staying current with industry developments and best practice. DBH Ltd,Manila General Virtual Assistant January 2017 – December 2021  Developed and implemented a knowledge base, reducing repeat inquiries by 20%.  Collaborated with clients to create customized support solutions, resulting in a 40% increase in sales.  Managed multiple clients simultaneously, providing top-notch support and ensuring seamless communication.  Successfully completed tasks with a 99% accuracy rate, demonstrating attention to detail and organizational skills.  Implemented efficient systems and processes, resulting in a 30% increase in productivity for clients.  Developed and maintained complex calendars, ensuring timely appointments and meetings.  Coordinated travel arrangements, resulting in a 25% reduction in client costs.  Created and edited engaging content, including emails, reports, and social media posts.  Demonstrated expertise in software applications, including Google Suite, Microsoft Office, and project management tools SKILLS  Microsoft Office Proficiency(Word, Excel, Outlook)  Customer Relationship Management (CRM)  Conflict Resolution  CRM Software (Salesforce, HubSpot, Zendesk)  Problem-solving  Adaptability  Time Management  Empathy  Customer Support   Attention to Detail Strong Communication Skills (Oral and Written) CERTIFICATION  Customer Service: Serving Customers Through Chat and Text, LinkedIn Career Essentials in Administrative Assistance by Microsoft and LinkedIn   English Proficiency Duolingo (overall score;125) Sales Strategies and Approaches in a New World of Selling   National Youth Service Corps (NYSC)  Troubleshooting IT Remote Administration  Human Resource Management,Saylor Academy INTEREST Travelling Reading July, 2024 June, 2024 April, 2024 July, 2024 July, 2024 June, 2024 August,2024