Juliet Edward

JULIET EDWARD CUSTOMER SERVICE REPRESENTATIVE Email:-Phone No: - LinkedIn: https://www.linkedin.com/in/juliet-edward-60ba4b135/ CAREER OBJECTIVE With practical customer relationship management skills, a competent customer service representative who seeks to increase customer satisfaction, tame irate customers, assist customers via email, phone, and live chat support channels, and quickly resolve customer complaints, resulting in increased sales and customer loyalty for an organization. CORE COMPETENCIES • Microsoft Office Skills. • CRM Software Skills. • Expert in Zendesk. • Ticket Opening and Closing. • Troubleshooting. • Escalation and Resolution. • Expert in Slack Software. • Phone Support. • Inbound Calls Logging. • Live-chat Support. • Expert in Intercom Software. • Email Support. • Expert in Hubspot. • Google Workspace Skills. • Effective Teamwork. • Active Listening. • Customer Relationship Management. CAREER HIGHLIGHT • Handled troubleshooting of customer complaints well, and created tickets for the complaints using CRM software like Zendesk, and Hubspot. • Listened actively to customer complaints, and escalated complex and unresolved issues to higher authorities. • Achieved a high rate of customer loyalty, and retained customers by 20% by professionally taming irate and non-irate customers, and resolving their issues amicably. • Improved brand awareness and the organization’s customer base by offering quality customer service. PROFESSIONAL EXPERIENCE Customer Service Representative Themap.ng June 2017 – Dec 2022 Nigeria • Escalated unresolved customer complaints to the proper authorities, thereby enhancing better customer support. • Handled troubleshooting, isolating, and resolving customer complaints swiftly, thereby increasing customer loyalty to the brand. • Supported customers via emails, phone, and live chats by answering product questions, and offering assistance where needed. • Communicated with, and managed irate customers through effective customer relationship management, thereby increasing the company’s customer base. • Received over 100 calls and responded to over 50 emails daily from customers. • Handled customer onboarding for the brand using Intercom and Zendesk software. • Created and assigned multiple customer complaint tickets among team members. EDUCATION The University of Abuja, Nigeria 2002 Bachelor's Degree in Computer Science CERTIFICATIONS Digital Witch Community 2022 Customer Support Training: Customer Support, Customer Service, Customer Relationship Management, IT Support, Email, Phone, and Live-chat Support Training . Coursera Customer service and IT support Training. TECHNICAL SKILLS Google Workspace, Zendesk, Intercom, Hubspot, Slack, Trello, and Microsoft Office. 2021