Jennifer Onyekwelu
Customer Service Representative
-
◇
-
◇
Nigeria
◇
Open to Remote
◇
LinkedIn
SUMMARY
As a Customer Service Representative with four years experience,I take pride in delivering top-notch service, resolving
customer issues efficiently, and ensuring a smooth, hassle-free experience. I excel in handling inquiries via phone, email and
live chat, troubleshooting problems, and providing tailored solutions that enhance customer satisfaction.
With a strong background in CRM tools like Intercom,Fresh-desk and other CRM system,I have successfully reduced
response times, improved retention and contributed to revenue growth. I thrive in fast-paced environments, always aiming to
exceed expectations while maintaining a friendly and professional approach. Adaptable, detail-oriented, and customerfocused. I’m passionate about creating positive experiences and building lasting relationships.
EXPERIENCE
Customer Service Representative
Jun '21 — Mar '25
Smile Communications
Nigeria
Respond to customer inquiries by phone, email, or live chat, providing prompt and accurate information. Resolve product
or service issues by clarifying customer. complaints, determining the cause, and selecting the best solution. Document and
update customer records based on interactions. Collaborate with the team to address complex issues and escalate as
needed. Achieve high customer satisfaction scores through effective communication and problem solving skills. Conduct
follow-up calls to ensure customer issues are resolved and satisfaction is achieved.
Administrative Assistant
Jan '17 — Feb '20
Retta Zenyi Branding Services
Abuja, Nigeria
Provided comprehensive administrative support including data entry, document management, and filing. Coordinated and
scheduled meetings, prepared agendas, and documented meeting minutes. Assisted with travel arrangements, including
booking flights, accommodations, and transportation. Developed and maintained positive relationships with clients and
team members through excellent communication and interpersonal skills.
EDUCATION
Nov '11 — Jun '15
Uli, Nigeria
Coursework typically covers subjects such as journalism, public relations, advertising, media ethics, broadcasting, and
digital media, equipping students with the skills to effectively communicate and engage with diverse audiences.
Bachelor Degree in Mass Communication, Anambra State University
CERTIFICATIONS
Technical Support Fundamentals., Google Coursera.
Virtual Assistant., ALX Africa.
Customer Engagement 1: Communication and Personality Dynamics., IBM SkillsBuild.
Customer Engagement 2: Problem Solving and Process Control., IBM SkillsBuild
SKILLS
Administrative Skills Appointment Setting, Email Management, Calendar Management, Document Management,
Attention to Detail, Multitasking
Communication Skills Verbal Communication, Written Communication
Customer Service Skills. Active Listening, Empathy, Product Knowledge, Following Up, Resolutions, Patience
Technical Proficiency Knowledge of CRM tools, HubSpot, Freshdesk, Intercom, Troubleshooting
Language Skills English
Jun '24
Sep '24
Feb '25
Feb '25
