Nwanegboiwe Jane

Nwanegboiwe Jane Customer Service Representative ​ - |-| Owerri, Imo | LinkedIn.com/in/nwanegboiwe-jane PROFESSIONAL SUMMARY Customer Service Representative with 5 years of proven experience delivering high-quality support via chat, email, and voice. Adept at resolving product, logistics, and general inquiries with efficiency and empathy. Known for maintaining a professional and friendly tone, escalating critical issues appropriately, and capturing valuable customer insights. Committed to enhancing customer satisfaction and improving support operations. SKILLS • Multi-channel Customer Support (Chat, Voice, Email) • Ticketing Systems (e.g., Zendesk, Freshdesk) • Conflict Resolution & Escalations • CRM & Knowledge Base Tools • Customer Feedback & Insight Reporting • Logistics & Product Inquiry Handling • Empathetic Communication & Patience • Service Quality Improvement PROFESSIONAL EXPERIENCE Customer Service Representative — Jay's logistics | Owerri, Imo | Sep. /2022 – Sep. /2024 ●​ Resolved over 1,500 tickets per month with a 97% first-contact resolution rate, improving service efficiency. ●​ Maintained a 98% CSAT (Customer Satisfaction Score) over the last 12 months. ●​ Reduced complaint escalation by 35% through empathetic, proactive communication and follow-ups. ●​ Logged customer feedback using Zendesk, helping improve product documentation and reducing repeat queries by 22%. ●​ Identified and escalated high-risk issues within an average of 5 minutes, contributing to a 30% faster incident resolution. ●​ Customer Support Associate — Onyeka findings | Owerri, Imo | January 2019 - May 2022 ●​ Handled an average of 100+ calls and 250+ emails weekly, maintaining a 99% response time within SLA. ●​ Supported logistics and order-related concerns, contributing to a 20% reduction in delivery-related complaints. ●​ Assisted in onboarding and training 3 new hires, resulting in a 40% improvement in team handling time within the first 3 months. ●​ Contributed key insights from customer feedback that led to two major product improvements. EDUCATION Bsc Agriculture | Soil Science and Environmental Management. | Imo State University, Owerri, Imo ​2015 - 2020 Core tools Zendesk | Freshdesk | HubSpot CRM | Intercom Google Workspace | Slack | Microsoft Excel. ACHIEVEMENTS & VOLUNTEER EXPERIENCE Information Technology Fundamentals by Cousera– 2023 Customer service Fundamentals by Cousera – 2023 Customer Engagement Specialist by New Collar Program – 2023 Lead generation,Microsoft office,hubspot,loom by Digital witch community – 2023