Jennifer Odochi Davids

Hi, I am Jennifer Davids If you are looking to hire the best customer service manager who Specialises in building and maintaining positive relationships with customers, making sure customers have the best experience with your brand and services, and also keeping customers loyal to your brand. Then, you have your best candidate. Work Experience 2021 Bfree Africa Inc. Contacting over 100 customers daily, tracking their overdrafts, and informing them of their overdue loans. Responding to customer queries. Maintaining accurate, up-todate customer account information. 2022 Moniepoint inc. Resolved customer complaints via multiple channels. Maintained a positive, empathetic, and professional attitude toward agents. Resolved product problems by clarifying the customer’s complaint, determining the cause of the problem, selecting & explaining the best solution, and expediting corrections. My Projects A case where a customer complained that he was debited and not credited which I escalated and customer was refunded. I also work with VPN which allows me to work from any location. A case logged on CRM awaiting resolution Skills Written and oral communication Telephone etiquette I am a quick learner and adapt easily to new technologies and processes . I am proficient with Google products MY Core Values Professionalism I pride myself on maintaining a high level of professionalism in all aspects of my work. From my communication style to my appearance. I always strive to find solutions and diplomatically resolve issues and I strive to exceed customer expectations and deliver a positive experience. Attention to Detail Empathy I believe that empathy is the cornerstone of outstanding customer service. I understand that each customer is unique, and I approach every interaction with a genuine desire to understand their needs and concerns. By actively listening and putting myself in their shoes, I can provide personalized solutions and demonstrate that I genuinely care about their satisfaction. I believe that the little things matter. I pay meticulous attention to detail in all my work, whether it's responding to emails, managing customer accounts, or resolving complex issues. I take the time to thoroughly understand the intricacies of each customer's situation and provide accurate and precise information to ensure their needs are met with precision and efficiency. My Standard Operations Procedures (SOP) I ensure to respond to customers' queries within 3-5 mins I ensure to maintain scripts based on products, services, and organizational values I ensure to maintain professionalism at every time in responding to customers' queries and escalations I show empathy at all times. Tools: I am proficient in various customer service software and tools, including CRM systems and live chat applications like: ✅Zendesk ✅Intercom ✅Hub spot ✅Jira ✅Slack ✅Excally ✅3cx ✅Microsoft teams ✅Meta workplace ✅Google Drive Gadgets 16GB RAM, corei7 laptop High internet speed router Noise cancellation headset Uninterrupted power supply My Contact Thank you for taking the time to review my portfolio. I look forward to discussing how contribute to your team's success. I can Please feel free to reach out to me for further inquiries or to schedule an interview. https://www.upwork.com/freelancers/~01ffa-c9fcd2