Obianuju Nwaribeaku Steph

Obianuju Nwaribeaku.S- LinkedIn PROFESSIONAL SUMMARY An Experienced customer support officer with over 9 years of diverse experience delivering excellent customer support, Telesales, administrative support and customer success management with a steadfast dedication to excellence. Skilled in building strong relationships and adapting to evolving customer needs, resulting in increased customer loyalty and retention. Proficient in leveraging effective communication and problem solving skills to enhance customer experience and drive company goals. Proficient in CRM tools and Lead generation softwares. Committed in delivering excellence in customer service and contributing positively to company growth. WORK EXPERIENCES Varietiescart Customer support/ Retail Sales Manager Aug 2022-present ● ● ● ● ● ● ● ● Manages customers transaction; including order placement, payment processing and timely delivery Generate leads and cold calling Provides outstanding assistance to over 2000 customers over the year, contributing to over 40% increase in positive customer reviews through a customer centered service approach Building a strong relationship with customers through outbound calls, contributing to a huge turn over of sales and revenue Welcome and assist customers upon entry, providing a high level personalized service in product selection, to enhance customer satisfaction and loyalty Build rapport with customers to closely understand their preferences and need, leading to a more targeted service delivery Play a key role in complaint resolution by collaborating with various department which decreased escalated customer complaint by over 40% Managing outsourcing of products to online customers, ensuring efficient order fulfillment and customer satisfaction Tek Experts Nigeria Technical support Dec 2020- Nov 2021 ● ● ● ● ● Delivered advance technical troubleshooting and problem solving solution for corporate customers including escalating to appropriate channels when necessary Received calls from end users in support of Microsoft 365 products Managed critical issues by setting customer's expectation, devising and implementing workflows and professionally communicating to all parties involved. Collaborated with SMEs (subject matter expert) and technical leads when additional support is needed Walked customers through troubleshooting and problem solving process 9Mobile Customer Care Representative Jul 2017- Apr 2020 ● ● ● ● ● ● ● ● ● ● Attended and resolve customer queries promptly and courteously at all times. Routed customer issues to the relevant units using defined escalation channels. Documented/captured all customer interactions using approved software and escalated unresolved issues to the Team Leader, Contact Centre Operations as required. Enlightened and educated customers on new products and initiatives within EMTS. Attended team meetings and training as required. Cross-sold and Up-sold products and services to customers via NBA which constantly contributed to over 60% profit generated for the company Compensated customers using the compensation portal appropriately Escalate all cases of refund to Team Leader Notified Team Leaders of all downtime that are Customer and Revenue impacting Performed any other duties as assigned by the Team Leader/Contact Centre Operations Etisalat Nigeria Customer Care Representative Dec 2013 - Jul 2017 ● ● ● ● ● ● ● ● ● ● Attended and resolved customer queries promptly and courteously at all times. Routed customer issues to the relevant units using defined escalation channels. Documented/captured all customer interactions using approved software and escalated unresolved issues to the Team Leader, Contact Centre Operations as required. Enlightened and educated customers on new products and initiatives within EMTS. Attended team meetings and training as required. Cross-sold and Up-sold products and services to customers via NBA Compensated customers using the compensation portal appropriately Escalated all cases of refund to Team Leader Notified Team Leaders of all downtime that are Customer and Revenue impacting Performed any other duties as assigned by the Team Leader/Contact Centre Operations Fitness Options Ltd Customer care Representative Mar 2013-Dec 2013 ● ● ● On-boarded clients by Introducing company’s packages and services. And ensuring seamless start up Accounting for sales and other company’s financial transactions Marketing and Sales ● ● ● Resolved customers complaints and inquiries Constantly updated customers about new products and services via mails and calls Took orders, and processed returns by helping customers understand the product and answering questions about their reservations. Coordinated team meetings Carry out other duties as directed by the management. ● ● Ministry of Agriculture and Cooperative Administrative Officer (industrial training) Jun 2008-Dec2008 ● ● ● ● Auditing company’s cooperative society’s account Marketing of cooperative to various companies Educating companies on the importance of cooperative Other duties as assigned by the area officer EDUCATION Nnamdi Azikiwe University, Nigeria . Cooperative Economics and Management Nov2005-Jul 2009 B.sc PROFICIENCIES ● ● ● ● ● ● ● ● ● ● ● ● ● Customer support (Chat/ Call) Effective Communication Problem solving Technical support Lead Generation Data Entry MS Office Suit Telemarketing Customer Engagement Customer Retention Relationship Building Time management CRM (Hubspot, ZENDESK ,BES) CERTIFICATIONS ● Certified Customer Success Manager (CCSS) - CustomerSuccessU ● Customer Success Strategic Management - CustomerSuccessU ● Customer service; Problem solving and troubleshooting - LinkedIn learning ● Advance Lead Generation - LinkedIn learning ● Tips For Working Remotely - LinkedIn learning ● ● ● On Demand IT Skills Training - Digital Witch Cold Calling Mastery - LinkedIn learning Effective Customer Service Skills -Alison