Nkechi Alice Patrick

NKECHI ALICE PATRICK ADDRESS: Lagos, Nigeria PHONE: +234 813 578 4121 EMAIL:- PROFESSIONAL SUMMARY Nkechi is a Customer Service Specialist/ customer support expert with over 3 years of experience providing high-level support in fast-paced tech and retail environments. Skilled in resolving customer issues efficiently while delivering a positive, personalized experience across digital, phone, and in-person channels. Proficient in using CRM tools such as Zendesk, Salesforce, and HubSpot to track interactions and ensure timely follow-ups. Known for balancing empathy with technical knowledge to troubleshoot effectively and boost customer satisfaction. Proven ability to thrive in high-volume support settings, contribute to team KPIs, and drive customer loyalty through consistent, solution-oriented service. EDUCATION Federal College Of Education, Abeokuta NCE, Economics & Political Science. University Of Lagos, B.sc.Ed., Economics Education TRAINING AND CERTIFICATIONS Fundamentals of Data - Coursera Ask questions to make Data - Driven Decisions - Coursera Prepare Data for Exploration - Coursera Customer service specialist – aeroport aviation college Customer relationship management - aqskill WORK EXPERIENCE Yuma Consult – Customer success & Team LeadFeb 2019 – Nov 2022 Developed and executed customer success strategies, including onboarding, adoption, and renewal plans, to maximize customer satisfaction and retention. Built strong, trust-based relationships with clients, understanding their unique needs, and aligning solutions to meet their goals. Identified and addressed customer challenges, utilizing analytical thinking and creativity to find innovative solutions. Effectively collaborated with clients, internal teams, and stakeholders. Conducted regular business reviews with key stakeholders, identifying growth opportunities and driving upsell and cross-sell initiatives, leading to an increase in revenue. Acted as a customer advocate, collaborating closely with product development teams to provide feedback and suggestions for product enhancements based on customer needs and pain points. Resolved escalated customer issues promptly and effectively, resulting in a decrease in customer churn rate. Conducted regular check-ins with clients, proactively identifying areas of improvement and offering strategic recommendations to optimize their usage of products. Developed and delivered customer success metrics and reports, demonstrating value delivered and ROI to clients. Participated in industry conferences and events, representing the company and building relationships with key stakeholders. SKYROUTING AVIATION SERVICE – Flight operations and customer support Delivered timely and professional customer support across email, phone, and chat for flight-related inquiries, bookings, and operational concerns. Assisted passengers with itinerary changes, cancellations, refunds, and special requests, ensuring a smooth travel experience. Monitored flight schedules, delays, and disruptions to proactively inform and assist customers with rebooking or compensation. Collaborated with airline partners, ground staff, and logistics teams to ensure accurate flight information and real-time operational updates Handled customer complaints and escalations with empathy and efficiency, maintaining high satisfaction in high-pressure scenarios Maintained accurate records of all customer interactions and flight incidents using CRM systems (e.g., Salesforce, Zendesk, or internal tools) Supported safety protocols and ensured compliance with aviation and customer service regulations Provided support during irregular operations (IROPs), ensuring smooth coordination between departments and effective customer communication Trained in using flight management systems and tools to monitor routes, crew schedules, Sand operational timelines Contributed to team performance metrics, including response time, first contact resolution, and customer satisfaction scores 2024 KEY SKILLS AND INTEREST Technical Skills Soft skills Proficient Use Of Microsoft Office.Hybrid Competence. Basic use of SQLProblem solving & Decision making. Effective communication. Teamwork & Collaboration. REFERENCE Available on request.