Obinna Ezelobi

OBINNA ONYENSO EZELOBI Email:- Phone: - LinkedIn: www.linkedin.com/in/obinnaezelobi Enugu, Nigeria PROFESSIONAL SUMMARY Dedicated Customer Service Representative with 10+ years of proven excellence in providing top-tier customer support. Exceptional problem-solving skills, a track record of exceeding performance targets, and a deep commitment to enhancing the customer experience. Known for delivering outstanding service while fostering a collaborative team environment. Ready to leverage my extensive experience to drive customer satisfaction and contribute to your company's success. WORK HISTORY May 2023 – July 2024 Customer Service Representative Nigerian Pipelines and Storage Company – Enugu, Nigeria ● Delivered top-tier customer support by addressing inquiries and resolving issues related to product storage and logistics. ● Effectively managed high-volume call and email communications, ensuring timely responses and maintaining customer satisfaction. ● Analyzed customer feedback to identify recurring issues, implementing solutions that reduced complaint resolution times by 20%. ● Provided detailed information on service offerings, helping customers make informed decisions and fostering long-term relationships. ● Consistently exceeded performance targets, contributing to the company's reputation for reliable and customer-focused service. August 2022 – October 2022 Remote Customer Support Wellnite – California, USA ● Achieved a 35% reduction in waiting time by responding promptly to customer calls, inquiries, and requests via Text magic, Open phone, and Google meet, ensuring a high level of service. ● Streamlined appointment management by efficiently scheduling patient appointments with therapists using Acuity scheduling, Slack, and Calendly, optimizing scheduling processes. ● Enhanced client onboarding by facilitating the registration and onboarding of new clients, verifying insurance copayments, and matching them with suitable therapists, ensuring a seamless start to their care journey. July 2019 – May 2022 Customer Relationship Manager Oriflame Cosmetics – Enugu, Nigeria ● Boosted Sales through customer prospecting by spearheading customer prospecting initiatives, leveraging sensitization and social media strategies, resulting in an impressive 45% upswing in both sales and profits. ● ● Achieved a remarkable 60% conversion rate from customers to brand partners, elevating the team's brand partner count from 1000 in 2019 to 2600 by 2021, thereby driving brand partner growth. Guided customers and brand partners on product utilization, facilitated online purchases, and ensured successful navigation of the company website, enhancing the overall customer experience. December 2012 – June 2019 Customer Service Representative Pipelines Product Marketing Company – Enugu, Nigeria ● Collaborated with management by sharing valuable insights on customer inquiries, concerns, and complaints, leading to continual improvements in products, operations, and policies. ● Provided comprehensive training and mentorship to teams, focusing on refining sales and customer service techniques, thereby fostering skill development and high-performance standards. ● Managed communication channels by generating reports, correspondence, and documentation for both internal use and customer-facing purposes. Additionally, initiated customer questionnaires to gather feedback, facilitating enhancements in company services. February 2009 – March 2012 Sales Associate Heritage Bank Plc – Ondo, Nigeria ● Directed comprehensive market research, meticulously analyzed key market statistics, assessed evolving customer requirements, and closely monitored competitive trends. Employed these insights to formulate dynamic product marketing and go-to-market strategies, demonstrating strategic leadership. ● Fostered seamless collaboration across departments, serving as an anchor to align efforts toward a unified customer service and distribution approach. This cross-functional coordination showcased exceptional leadership in optimizing the customer experience. ● Spearheaded innovative approaches to engage customers creatively, harnessing exceptional interpersonal skills. Effectively conveyed product offerings to customers, resulting in heightened customer interest and satisfaction, reflecting strong communication and leadership abilities. EDUCATION Certificate course in Financial Management Mykolas Romeris University, Lithuania B.Sc Accounting Enugu State University, Nigeria CERTIFICATIONS ALX Virtual Assistant Course, 2022 Certificate of completion for customer service foundations, 2021 Certificate of completion for customer service problem solving and troubleshooting, 2021 Google Digital Skills for Africa, 2020 TECHNICAL SKILLS Google Workspace, Microsoft Office tools, Data entry, Database Management, Slack, Hubspot, Trello, Monday.com, Zapier, Clickup, Asana, Apollo.io, Freshdesk, Calendly, Zendesk. SOFT SKILLS Customer Support and Engagement, Verbal and Written Communication, Organization, Effective Team Player, Time Management, Problem-solving, Active listening and Empathy. INTERESTS Traveling, Research, Reading.