Janefrances Chinonso Iwe

IWE CHINONSO JANEFRANCES Lagos State, Nigeria- -- PROFESSIONAL SUMMARY A virtual assistant and customer service expert with over 5 years of experience in a fast-paced environment providing exceptional support and following established procedures and practices to exceed all customer experience. Skilled in effective communication, building strong customer relationships, and adapting to evolving customer needs resulting in building customers loyalty and business growth. Experienced in virtual assistance and proficient in CRM Tools, Google suite and organizational/administrative support functions. Committed to delivering excellence in customer service and contributing positively to team dynamics. SKILLS ● ● ● ● ● ● ● ● ● ● ● ● ● ● Customer Service Virtual Assistance Effective Communication Email/Chat Support Troubleshooting Administrative Support Complaint Resolution CRM Tools ( HubSpot,Trello, calendy,Monday.com, pick time etc) Google suite Appointment Scheduling Email Management Time Management Calendar Management Problem- solving Aptitude WORK HISTORY 02/2022 to Current Customer Service Representative ( CSR) JAE&STELZ GLOBAL ENTERPRISE ● Handles customer complaints and built strategies for overall customer experience ● Greets and assists customers upon entry, providing high -level service in product selection to enhance customer satisfaction and loyalty ● Handles over 50 inbound and outbound calls daily and manages customers transactions ● Provides proactive customer support and helps in creating knowledge based articles and FAQS ● Plays a new role in remodeling and creating new process and introduced new softwares to enhance customer excellence by 20% ● Plays a key role in complaint resolution by collaborating with various departments which decreased escalated customer complaints by 10% 04/2019 to 02/2022 Live Chat Customer Support MAVIS EMPIRE ● Handled over 30 daily customer ticket ● Managed customer transactions, including order placement, payment and coordination of timely deliveries. ● Increased customer satisfaction rate within the first two months and provided proactive and reactive customer support ● Managed the outsourcing of products to online customers,ensuring efficient order fulfillment and customer satisfaction ● Collaborated with sales team to give customers up selling opportunities and contributing to a 25% increase in positive customer reviews through a customer centered service approach . EDUCATION Bachelor of Science , Biochemistry Imo State University, Owerri Imo State TRAINING AND CERTIFICATIONS Digital Witch IT Support Training ● IT Support ● Lead Generation ● Cold Calling ● Customer Support ● Email management ● Virtual Assistant