DAVIDS JENNIFER ODOCHI
Lagos, Nigeria-,-,
https://www.linkedin.com/in/jennifer-o-davids-
CAREER OBJECTIVE
A detail-oriented, Self-motivated, organised, and people-centric professional with over 3 years of exceptional customer support and management, ensuring customers have top-notch support and ensuring issues are resolved promptly.
Experienced in effective communication, interpersonal skills, and problem-solving skills.
Skilled in handling irate customers, multi-tasking skills, and management of multiple client complaints with a positive attitude while resolving issues and building strong relationships with customers and team members to ensure customer loyalty and business growth e
Looking to incorporate digital marketing strategies and SEO management to maximize sales output while maintaining customer satisfaction and retention
SKILLS:
Excellent communication and customer relationship skills
Sales development and lead generation skills
Team collaboration and interpersonal skills
Social media savvy and ability to create engaging
Excellent listener and good telephone etiquette
Microsoft Office Proficiency
Proficiency in using CRM tools like Zendesk, Hubspot, Intercom, Trello, Calendly, Slack, Asana, Google Business Suite, etc.
PROFESSIONAL EXPERIENCE:
CUSTOMER SUPPORT OFFICER05/2022 -Current
Moniepoint Inc,
Helping in resolving product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution
Utilizing telephone, online chat, and email platforms to deliver outstanding customer service by answering an average of 80 calls, emails, and other assigned channels per day, leading to increased customer satisfaction, retention, and a monthly increase in company revenue
Delivering excellent customer support, resulting in a consistent 4.5/5 customer satisfaction rating
Promoting and maintaining a positive company image by ensuring agents get the best support service and quick resolution of their complaints
Collaborating and following up with internal team members to resolve customers' concerns and deliver enhanced customer experiences
LOAN RECOVERY AND ACCOUNT MANAGER01/2021 – 04/2022
Bfree Africa,
Supported customer queries by answering phone calls and replying to emails about their overdrafts and repayment options and negotiating suitable payment plans
Recovered up to 70% of inactive and dormant accounts each month
Detailed documentation of calls, complaints, customer information, and payment records using the call center CRM database and Google spreadsheet.
Managed and responded to a team-leading volume of support tickets and chats submitted via email and through the support CRM application
Followed up with customers to verify previous payments, active loans, and repayment arrangements
Performed duties in accordance with applicable standards, policies, and regulatory guidelines to promote a safe working environment and protect customers’ information.
FRONT DESK RECEPTIONIST10/2017 – 03/21
Formwork LTD
Responded to Inbound calls, documented and transferred to the right channels, also carried out other clerical/administrative duties for the office, including typing project correspondence and making copies of documents for construction bids and projects
Coordinated front desk activities, including distributing correspondence and redirecting phone calls to the right departments, ensuring procedures were followed
Kept inventory of supplies and project samples, ensuring a well-detailed and organized archive for efficient and effective retrievals
Maintaining office security by following safety procedures and controlling access via the reception desk (monitored logbook and issued visitor badges).
EDUCATION AND CERTIFICATIONS
Bachelor of Arts, In Philosophy
Abia State University Uturu, 2008 - 2012
Postgraduate Diploma in Customer Relationship Management, 2015
Institute of Customer Relationship Management Nigeria,
Proficiency in Management,2015
Nigerian Institute of Management
Digital Marketing Skills2020
Google Digital Skills for Africa
Google Technical Support Fundamentals,2023
Coursera
