Joy Nweke

NWEKE JOY CHINENYE- |-| Lagos, Nigeria www.linkedin.com/in/joy-nweke PROFESSIONAL SUMMARY I am passionate about delivering exceptional customer experiences and driving business growth. My diverse skill set allows me to effectively manage customer relationships, resolve issues, and exceed expectations across various industries including hospitality, digital media, I excel in providing top-notch customer support through multiple channels, including emails, chat and phone, addressing inquiries, managing complaints, providing personalised recommendations and solutions to meet customer needs and building relationships.I am adept at utilising Calendly, Hubspot, Freshdesk to streamline support processes and exceed performance targets. I am driven by the belief that every interaction is an opportunity to create a positive impact. I approach each customer with empathy, actively listening to their needs and delivering tailored solutions. EXPERIENCE NEW METHOD NIGERIA LIMITED September 2019 - July 2024 ● Delivered outstanding customer service by resolving 80% of inquiries on the first contact, ensuring high levels of customer satisfaction. ● Managed customer communications via phone, chat, and email, adhering to company standards for professionalism and efficiency. ● Assisted customers with navigating platforms and resolving technical issues, providing clear and effective guidance. ● Collaborated with internal teams to address complex issues, streamlining resolution processes and improving service delivery. ● Maintained accurate records of interactions and resolutions, ensuring transparency and follow-through. YOUR NEEDS NIGERIA LIMITED APRIL 2018 - AUGUST 2019 Customer Support ● Managed day-to-day operations, ensuring smooth task flow and timely achievement of team objectives. Collaborated with other departments to keep the team informed and ensure the smooth operation of customer support. ● Supported some partners by addressing inquiries related to tools, upcoming events, ● ● and communication needs. Tracked customer feedback and team performance, compiling the reports which helped optimize service delivery and team engagement. EDUCATION HIGHER NATIONAL DIPLOMA IN ARCHITECTURE SEPTEMBER 2008 FEDERAL POLYTECHNIC NEKEDE OWERRI, IMO STATE SEPTEMBER 2006 - Technical Skills ● ● ● ● ● Customer relationship management (CRM) tools: [e.g.Zendesk, Hub spot] Communication platforms: [e.g., Slack, Microsoft Teams,Zoom] Proficiency in Microsoft Office Suite and Google Workspace Basic troubleshooting and platform navigation Email Management OTHER SKILLS Customer service excellence and satisfaction, Multichannel communication (phone, chat, email), Issue resolution and troubleshooting,Collaborative problem-solving,Time management and prioritization, Attention to detail and professionalism AWARDS/TRAININGS ● Certificate on Virtual Assistance Course from DG Empowerment Hub July 2024 August 2024. ● Certificate on Customer Success Fundamental From CustomerSuccessU August 20024 - September 2024.