IJEOMA JESSICA NWAFURU
CUSTOMER SERVICE EXECUTIVE
Delta State, Nigeria || - ||-|| LinkedIn Profile
PROFESSIONAL SUMMARY
Customer Service Executive with 2+ years of experience delivering exceptional customer support
and fostering positive client relationships. Skilled in enhancing customer satisfaction and loyalty
through prompt problem-solving, effective communication, and a customer-focused approach.
Adept at managing high-volume inquiries, implementing efficient service protocols, and building
positive relationships. Proficient in CRM tools including, Hubspot, Zendesk, Royal Mail, and
UPS. Efficiently streamlining operations, reducing response times, increasing customer retention
rates, and contributing to overall business growth and success.
SKILLS
▪CRM ▪Customer Relations ▪Conflict Resolution
▪Product Knowledge
▪Email & Phone
Management
▪Communication Skills
▪Interpersonal skill
▪Asana
▪Troubleshooting
▪Hubspot
▪Zendesk
▪Customer Retention
▪Google Workspace
▪Royal Mail
▪UPS
▪Technical Assistance
▪Shopify ▪Feedback Analysis ▪Attention-to-detail ▪Collaboration
▪Office/HR Assistance ▪Virtual Assistance ▪Calendar Management ▪Project Management
PROFESSIONAL EXPERIENCE
Customer Service Officer/Personal Assistant
03/2023 – Present
Freelance
Foster and maintain strong customer relationships through proactive communication and
follow-ups, contributing to a 15% increase in customer retention.
Monitor customer accounts for potential issues and proactively reach out to address concerns,
reducing customer churn by 10% through proactive account management.
Collaborate with clients, discussing and developing personalized plans to address specific
pain points for targeted goal alignment, resulting in a 15% increase in customer satisfaction.
Manage client communications across various platforms, responding to inquiries within an
average of 2 hours, leading to a 30% improvement in client loyalty.
Virtual Email/Shopify Customer Service Representative
Mori - USA
10/2022 – 01/2023
Streamlined the return and exchange processes for online stores across the US, UK, and EU,
leveraging Zendesk, Shopify, UPS, and Royal Mail, reducing processing time by 25%.
Responded to customer inquiries promptly, resolving customer account issues with an
average resolution time of 24 hours, and increasing first contact resolution rate by 10%.
Assessed and identified customer needs, fostering sustainable relationships through clear and
effective communication, resulting in a 25% increase in customer retention.
Communicated effectively to address emerging concerns within customer accounts, ensuring
accurate and timely resolution, and increasing customer satisfaction by 20%.
Human Resource Assistant (NYSC)
04/2021 – 03/2022
Royal International Farms and Estates Limited
Managed daily administrative and HR duties, providing crucial support that enhanced
organizational and department operations by 20%.
Maintained accurate and accessible HR records through meticulous recordkeeping,
minimizing data errors and facilitating easy information retrieval.
Reduced onboarding time by 15% by streamlining the onboarding procedures, leading to
faster integration of new employees into company procedures and culture.
Provided clerical support to enhance the efficiency of various HR functions, resulting in a 30%
increase in overall departmental productivity.
Virtual Assistant
09/2009 – 10/2011
Digital Witch Community
Streamlined physical and administrative tasks for the executive, creating a smoother and
stress-free work environment, resulting in a 25% increase in executive productivity.
Scheduled appointments and organized events with precision, implementing proactive
planning skills and enhancing the efficiency of daily operations by 30%.
Conducted internet research to gather information and provide actionable insights to support
decision-making processes, contributing to a 15% improvement in strategic planning.
KEY ACHIEVEMENTS
Client Relationship Management: Successfully cultivated and managed relationships with
over 100 key clients, achieving a 95% client retention rate.
Increased Customer Satisfaction: Achieved a 25% increase in customer satisfaction score by
providing exceptional customer service through effective communication.
Efficient Handling of High Volume: Successfully managed a 40% increase in customer
inquiries during peak seasons without compromising service quality or response times.
Improved Customer Retention: Boosted customer retention rates by 25% by fostering strong
relationships and ensuring consistent follow-ups on customer concerns.
EDUCATION & CERTIFICATION
Ai Career Essentials Training | In view
ALX Aice
Project Management/Business Analysis Training | 2024
Digital Technology Business School of London
Certificate of Training in Virtual Assistance | 2023
ALX Africa
Bachelor of Science in Management | 2020
University of Port-Harcourt – Rivers State, Nigeria
REFERENCES
Available on Request
