JENNIFER ANOCHIMA
19 Esuola street , Ago palace way, okota, Lagos 100263 |- |-
Professional Summary
Hardworking virtual assistant, focused on completing work quickly to consistently
exceed targets. Reliable team member accustomed to taking on challenging tasks.
Dedicated to business success.
Skills
Customer service excellence
Customer service
Problem resolution
Product knowledge
Data entry
Organization and recordkeeping
Inbound call answering
Product education
Data management
Good telephone etiquette
Communication skill
Report generation
Experience
Virtual Customer Service Representative
06/2019 to 05/2021
Guaranty trust bank – Airport rd, Lagos, Nigeria
Handled phone and email communications with customers.
Escalated calls to different and higher departments to satisfy customer needs.
Reviewed customer histories, reconciled account discrepancies, and handled
disputes.
Managed calls within 10 minutes each.
Provided basic tech support to customers.
Explained programs and offers to customers online via chats and emails.
Worked with customers and product teams to resolve customer issues.
Referred unresolved customer grievances to designated departments for further
investigation.
Completed calls and followed scripts to maintain good call control.
Administration Assistant
01/2013 to 04/2015
C & O PROPERTIES – Ikorodu, Lagos, Nigeria
Performed simple bank transactions and basic bookkeeping operations.
Scheduled meetings and assisted in making travel arrangements.
Answered incoming calls and directed messages to correct party.
Supported office staff by processing correspondence, documents, and reports.
Created spreadsheets and presentations for supervisors.
Filtered incoming phone calls and emails escalating only highest priority inquiries to
executive leadership.
Worked on special projects and developed strategies for important initiatives.
Filed and retrieved documents and entered company data and metrics into
databases.
Assisted company in preparing proposals for new business and performed editing
and collating tasks.
Education
High School Diploma: Mass communication
Institute on management and technology - Independence Layout , Enugu
Member, B.W.S. ( cancer awareness club)
Vice-President, A.S.M.A.C.S (Association of mass communication students
Graduated in the top 30% of the class.
Certifications
Technical support fundamental (Coursera certification)
Customer Service: Handling Abusive Customer (LinkdIn)
Customer Service: Call Control Strategies (LinkdIn)
Nov 2010
