Lauren Elems

Lauren Elems-Ikwegbu North York, Toronto, ON-- CUSTOMER SERVICE REPRESENTATIVE PROFESSIONAL SUMMARY Highly motivated and results-driven Customer Service Representative with 8+ years of experience in customer-centric roles within the financial and insurance sectors. Proven ability to respond to customer inquiries across multiple channels (phone, email, and chat), analyze customer needs to provide effective solutions, and communicate clearly to ensure satisfaction. Expertise in building customer relationships, upselling products/services, maintaining accurate records, processing orders, and demonstrating excellent phone etiquette in high-volume environments. Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). RELEVANT SKILLS AND EXPERIENCE Customer Service Skills • • • • • • • • • Identified client needs and recommended solutions, increasing customer retention and satisfaction Led customer onboarding sessions for both internal and external customers, ensuring smooth and efficient product adoption Built strong relationships with clients by offering personalized support and proactive communication Communicated clearly and effectively with customers, ensuring a high level of satisfaction and fostering long-term loyalty Managed multiple customer complaints and concerns across various systems simultaneously Maintained accurate records of customer interactions through efficient data entry and management across multiple systems. Mapped customer journeys and identified opportunities for service improvements Managed customer information, including missing details, to complete appointments Processed customer accounts, including updates and resolutions to financial transactions, ensuring accuracy and compliance with company policies Sales and Technical Skills • • • • Provided comprehensive technical support for customers experiencing product issues, resolving 90% of inquiries promptly Assisted clients with navigating the company’s product offerings, ensuring optimal usage and troubleshooting common issues Engaged in upselling activities by identifying additional products or services that would benefit the customer, contributing to higher product uptake. Played a key role in the operation of a major subunit within the branch, improving service delivery and reducing response time by 30% WORK HISTORY Customer Service Executive, Zenith General Insurance Company Ltd. Customer Service Representative, Zenith Bank PLC. EDUCATION AND TRAINING Exceptional Client Service Delivery, Terchi Developmental Services, Nigeria B.Sc. Mass Communication, Madonna University, Nigeria 2020 - – 2020 -