Nwandende Chinemerem Confidence

Nwandende Chinemerem Confidence +234 - |-| Abuja, Nigeria PROFILE SUMMARY Highly skilled and experienced Customer Service Representative with over 3 years of proven expertise in delivering exceptional customer experiences. Possessing a strong foundation in interpersonal communication, problem-solving, and conflict resolution, I excel in diverse customer-facing roles across various industries. Proficient in handling inquiries, resolving complaints, and cultivating positive relationships with customers to foster loyalty and drive business growth. CAREER EXPERIENCES Customer Service Manager, Nemdiva Beauty Empire, Abuja - Nigeria April 2021- Till date • Organize and conduct regular training sessions for customer service representatives to enhance their skills in communication, problem-solving, and customer relationship management. • Collect and analyze customer feedback through surveys, reviews, and other channels to identify areas for improvement in service delivery and implement necessary changes to enhance customer satisfaction. • Implement performance metrics and KPIs to monitor the performance of the customer service team, conduct regular evaluations, and provide constructive feedback to individual team members to support their professional development and ensure service excellence. • Lead cross-functional teams to identify inefficiencies in customer service processes, develop and implement strategies to streamline operations, improve response times, and enhance overall customer experience. Administrative Assistant, Ministry of Basic & Secondary Education, Asaba, Delta State Nov 2019 – Nov 2020 • Provided Top Quality Executive Support to Managing Director. • Managed, organized and scheduled meetings, calendar management, functions and events. • Preparation of reports and review and acting as minute’s secretary for meetings. • Handled Documentation and file Management. • Performed and scheduled activities to ensure efficient and effective operations. • Liaised with relevant organizations to ensure regular provision of utilities (Electricity, telephone services and water). • Managed logistic. March 2018 – Sep 2018 Worked with Brand Manager to build brand strategy, including the setting of brand guidelines, brand vision, and value proposition for short as well as long term. Carried out market research to keep up to date with customer trends, as well as trying to predict future trends. Developed strategies and managed marketing campaigns across print, broadcast, and online platforms to ensure that products & services meet customers’ expectations. Analyzed the success of marketing campaigns and creating reports. Created and managing promotional collateral to establish and maintain product branding. Managed the budget for advertising and promotional items. Analyzed brand positioning and consumer insights. Measured and reported the performance of all marketing campaigns and assess ROI and KPIs. Monitored market trends, and research consumer markets and competitors’ activities Marketing Representative, Nivea Nigeria, Onitsha, Anambra State • • • • • • • • • EDUCATION Ebonyi State University, Abakaliki B.sc (Ed) Economics 2014 - 2018 SKILLS • Exceptional Communication Skills • Problem-solving • Customer Relationship Management • Team Leadership • Adaptability • Proficiency in Microsoft office packages (Word, Excel, Power point) TRAININGS • Data Analytics and Business Intelligence • Data Analytics Consulting Virtual Internship • Customer Service: Problem-Solving and Troubleshooting July 2023 November 2023 March 2024