Miracle Uzomefuna

Miracle Uzomefuna Customer Service Agent --https://www.linkedin.com/in/miracle-uzomefuna-39a9ba240/ SUMMARY Meticulous and results-driven customer support professional with ability to address inquiries and concerns promptly. Proficient in utilizing specialized knowledge across diverse industries to effectively aid clients. Skilled in responding promptly to client queries through various communication channels. Dedicated to maintaining high levels of client satisfaction and retention. Experienced in managing customer interactions with professionalism and efficiency. CORE COMPETENCIES ❖ Proficient in responding promptly to customer inquiries through various channels including phone, email, chat, and social media. ❖ Skilled in handling customer complaints, concerns, and escalations with professionalism and empathy. ❖ Ability to provide accurate information and assistance to customers on products, services, orders, and account inquiries. ❖ Skilled in handling customer complaints, concerns, and escalations with professionalism and empathy. SKILLS Proficient in Customer Service Software | Notion| Data Entry| Excel | Client Relations | Google Suite | ServiceTitan| Teamwork |Freshdesk| Multitasking | Quality Control | SLA (Service Level Agreement) | Microsoft Suite | Sabre | Google Workspace | Attention to detail | Empathy | Google Doc |Analytical Thinking | Critical Thinking | LiveChat| Time Management | Adaptability & flexibility | Dialpad |Zendesk| Slack | Problem solving | Excellent Verbal and Written Communication | Organisation Knowledge PROFESSIONAL EXPERIENCE • Client Lead Solution | Lead Generator and Appointment Setter (2024 - Present) Generated leads through 200+ calls daily, contributing to a 35% increase in the sales pipeline, while booking 20+ appointments monthly. • Fiverr | Independent Contractor (Cold Caller, Appointment Setter, Customer Support) (2023 Present) Made over 100 calls per day, achieving a 40% conversion rate in appointment setting and improving customer satisfaction by 20% across multiple industries. • CallcenterBPO | Appointment Setter (2022 - 2023) Made 200+ calls daily, surpassing appointment-setting targets by 10% and improving team efficiency through the development of training materials. • 99Gadgets | Customer Support Agent (2021 - 2022) Improved first-time resolution rate by 15% and reduced product return rates by 10%, while maintaining a 90% SLA response rate. • Barinua Shipping Limited | Customer Service Representative (2019 - 2020) Onboarded new clients, improving retention by 25% and satisfaction by 30%, while reducing service delays by 15%. • Rogers Properties and Rentals | Cold Caller and Customer Support Agent (2017 - 2018) Increased sales pipeline growth by 25% and company revenue by 15% through cold calling and client engagement. • Softrix Web Development Company | Sales Representative and Customer Support Agent -) Boosted sales revenue by 18% and improved customer retention by 20% through personalized support and follow-ups. • Bells Publishing Company | Project Coordinator (March 2013 - February 2016) Led a team of 50+ illustrators and 10 ghostwriters, increasing company profits by $20,000 and reducing KEY ACHIEVEMENTS ❖ Efficient Administrative Support: Successfully increased executive productivity by 20% by providing administrative support, managing calendars, and scheduling appointments. ❖ Exceptional Customer Service: Achieved a 30% increase in customer referrals and satisfaction by delivering outstanding customer service, addressing inquiries, and resolving issues. ❖ Streamlined Processes: Reduced response time by 25% by implementing streamlined processes for handling customer inquiries and support tickets. EDUCATION & CERTIFICATIONS ❖ Master of Science in Project Management | 2023 Institute of Management, Technology and Finance ❖ Bachelor of Science in Computer Science | 2022 Ebonyi State University – Nigeria REFERENCES Available on Request