Iwuagwu Juliet Ihunanya

IWUAGWU JULIET IHUNANYA CUSTOMER SERVICE REPRESENTATIVE Adesoji Estate, Abuja ||- ||-SUMMARY Customer service professional with a strong record of utilizing CRM systems to elevate client satisfaction, optimize service processes, and foster lasting relationships. Adept at handling high-volume interactions across diverse channels, to attain precision, empathy, and efficiency. Skilled in extracting and analyzing CRM insights to implement impactful service improvements, consistently achieving high satisfaction ratings and reducing response times. Recognized for proactive, solutionsdriven support that enhances customer loyalty and advances company objectives. SKILLS  CRM System Proficiency (Salesforce, HubSpot, Zendesk)  Customer Relationship Management  High-Volume Interaction Management  Multichannel Communication (phone, email, live chat)  Data Analysis & Reporting  Customer Feedback Analysis  Conflict Resolution & Problem-Solving  Service Process Optimization  Client Retention Strategies  Empathy & Active Listening  Time Management & Prioritization  Collaboration & Cross-Functional Coordination PROFESSIONAL EXPERIENCE Customer Service Representative Feb. 2022 – Oct. 2024 Time break Agency  Spearheaded customer support initiatives and delivered prompt, tailored solutions to elevate client satisfaction.  Executed high-volume customer interactions with precision and professionalism across multiple channels to reinforce brand reputation.  Partnered with cross-functional teams to optimize service workflows and achieved measurable improvements in response times and customer satisfaction scores.  Analysed and synthesized customer feedback, provided actionable insights that informed strategic enhancements, and boosted client retention.  Maintained deep expertise in products and services and empowered clients with accurate guidance to maximize their experience. KEY ACHIEVEMENTS  Enhanced Customer Retention: Increased client retention by implementing a proactive customer engagement strategy for personalized support and followups.  Improved Response Efficiency: Reduced average response time by 10% by streamlining service workflows and leveraging new CRM tools.  Elevated Satisfaction Ratings: Achieved an 85% customer satisfaction rate by resolving escalated issues effectively and delivering consistent, high-quality support across all client interactions. EDUCATION & CERTIFICATION  Microsoft Office | 2022  Customer service | IT support Certification |2023 Digital Witch Academy  Bachelor’s Degree in Business Administration | 2015 University of Nigeria REFERENCES Available on request