Ndieze Nancy Amarachi

CUSTOMER SERVICE SPECIALIST Prepared By AMARACHI NANCY NDIEZE -,-linkedin.com/in/ndieze-amarachi-b9 Meet yo ” XER FI R A L E F ESS “ ur ABOUT ME Dedicated and Results-Driven Customer Service professional with 4 years of experience delivering exceptional support to clients. Proven track record of resolving customer complaints, improving customer satisfaction, and exceeding service targets . Skilled in Active listening, problem solving, and conflict resolution. Proficient in CRM software and Technology. skills Communication (written and verbal) Problem Solving Conflict Resolution Empathy Technical knowledge (CRM Software) Team work Email Management Product knowledge Customer Service Project management and prioritization CRM AND COLLABORATION TOOLS WORKFLOW HUBSPOT This customer relationship management (CRM) demonstrates my proficiency in managing customer interactions, Organizing data and working with a ticketing system Centralized Communication: Manage all customer interactions (phone, email, chat) in one convenient location. This streamlines communication, eliminates the need to switch between platforms, and provides a complete customer history for personalized service. Ticketing System: I Utilize HubSpot's ticketing system to: Efficiently categorize and prioritize customer inquiries based on urgency and issue type. Assign tickets to appropriate team members for faster resolution. Track the progress of each ticket and ensure timely responses. FRESHDESK Freshdesk is a powerful Customer Relationship Management (CRM) platform that allows me to excel in customer service. Here's how I leverage Freshdesk's features: Manage all customer inquiries (phone, email, chat) within a centralized ticketing system in Freshdesk. This eliminates the need to switch between platforms, provides a complete customer history for personalized service, and ensures efficient issue resolution. Route tickets to the most appropriate team member based on expertise and workload. Prioritize tickets based on urgency and issue type, ensuring timely resolution for critical issues. Create and maintain a comprehensive knowledge base within Freshdesk. This empowers customers to find solutions independently, reducing support ticket volume and allowing me to focus on more complex issues. SLACK Slack, a collaboration platform, empowers me to excel in customer service by fostering seamless communication and teamwork. Here's how I leverage Slack: I can use slack to Connect with colleagues from different departments (e.g., technical support, billing) to address customer inquiries efficiently. Discuss complex customer issues with team members and brainstorm solutions collaboratively. Share customer feedback and best practices across departments, improving overall service quality. Real-Time Collaboration: I Utilize features like Slack huddles (voice/video calls) or screen sharing to: Collaborate with colleagues in real-time to resolve urgent customer issues. MICROSOFT TEAMS Microsoft Teams, a collaborative platform, empowers me to excel in customer service by fostering seamless communication and teamwork. Here's how I leverage Teams: Centralized Communication Hub: I Utilize Teams channels to: Connect with colleagues from different departments (e.g., technical support, billing) to address customer inquiries efficiently. Discuss complex customer issues with team members and brainstorm solutions collaboratively in real-time. Share customer feedback and best practices across departments, improving overall service quality. Real-Time Collaboration & Problem-Solving: Utilize features like Teams meetings or video calls to collaborate with colleagues in real-time to resolve urgent customer issues. Facilitate screen sharing to provide technical support remotely, assisting customers with troubleshooting steps visually. CALENDLY In today's fast-paced world, convenience is key. Scheduling tools like Calendly and Picktime empower me to: Provide customers with 24/7 access to my calendar through Calendly or Picktime links. Allow customers to choose appointment slots that best fit their schedule, minimizing back-and-forth emails. Offer a variety of appointment types (e.g., phone calls, video meetings) to cater to customer preferences. Reduce Appointment Rescheduling: Display real-time availability to prevent customers from booking conflicting time slots. Enable customers to reschedule appointments directly through the scheduling tool, minimizing disruption. Offer automatic appointment reminders to reduce the number of missed appointments. ACHIEVEMENT Increased customer satisfaction score by 25% within one year through proactive communication and issue resolution. Reduced customer call resolution time by 15% by implementing new troubleshooting procedures. Achieved a consistent 95% positive customer feedback rating on all service interactions. Successfully resolved 85 complex customer complaints resulting in maintained customer loyalty. CASE STUDY This case study highlights the importance of: Proactive Customer Service: Anticipating customer needs and offering alternative solutions goes a long way in fostering positive experiences. Multi-Channel Communication: Utilizing various communication methods (phone, email) ensures customer convenience and accessibility. Personalized Touch: A quick email can turn a negative experience into a positive one, showcasing that we value our customers. By demonstrating these qualities, I was able to overcome the communication obstacle and secure a booking for Roz Major Resorts, exceeding Usman’s expectations.