Ochai Ene Christiana

OCHAI ENE CHRISTIANA Skills CUSTOMER SERVICE REPRESENTATIVE Phone: - Email:-Address: Abuja, Nigeria RESUME PROFILE *Zendesk *Ringcentral *Teams *Zoom *Google meet *Air BnB *Outlook *Microsoft Suite *ViCi dial *Skype *AI Energetic and Goal oriented Customer service Professional with 5+ years’ broadranging experience resolving complex customer inquiries and analyzing agent calls. Overall, my dedication to providing exceptional customer service and my ability to connect with customers on a personal level have been instrumental in driving customer loyalty and satisfaction. *Effective Communication *People Management *Collaboration & Team work *Time Management *Conflict Resolution *Emotional Intelligence *Presentation Skills *Active listening *Multitasking *Product Knowledge *Leadership KEY ACHIEVEMENTS Improved ticket resolution times by 20% through accurate triaging and efficient resource coordination. Reduced ticket handling errors by 15% by ensuring adherence to SOPs. Enhanced response time for urgent issues by 25% through effective onsite resource dispatch. Achieved a 10% reduction in re-opened tickets by maintaining high accuracy in ticket auditing and closure. & Team Management INDUSTRY EXPERTISE Client Interaction Administrative Support Operations Support Healthcare Capacity Building Event Coordination Program Support Staff Training Ticket Handling & Resolution LANGUAGES English PASSIONS Customer Service Native EXPERIENCE Facilities and Project Management Assistant (Remote) February 2023 - Present Kehinde and Olugbenga & Co, Estate Surveyors and Valuers Kehinde and Olugbenga & Co is a Nigerian estate surveying and valuation firm specializing in property management, valuation, and consultancy services. They provide tailored real estate solutions, helping clients with property assessments and project management. Client Interaction: Handling inquiries and communication via phone and email; coordinating virtual client meetings. Administrative Support: Managing digital filing systems, scheduling appointments, and preparing project-related documents. Operations Support: Assisting with project management tasks, including research, data analysis, and tracking project timelines. Event Coordination: Supporting the planning and virtual execution of meetings, webinars, and other online events. Communication: Drafting and editing emails, memos, and reports for internal and client-facing use. EXPERIENCE Customer Service Representative - 2021 - 2023 Sustainable Healthcare International Sustainable Healthcare International (SHI) is a nongovernmental organization in Nigeria focused on improving public health. They specialize in healthcare capacity building, disease prevention, and promoting sustainable healthcare practices, working with various partners to combat diseases like malaria and strengthen healthcare systems in Nigeria. Answered incoming calls and coordinated support tickets, ensuring coverage and client satisfaction. Triaged tickets accurately by verifying contact details, types, subtypes, priority, and resources, leading to a 20% improvement in ticket resolution times. Ensured all tickets adhered to SOPs, resulting in a 15% reduction in ticket handling errors. Coordinated the dispatch of on-site resources as needed, improving response time for urgent issues by 25%. Intake Specialist - Remote - 2019 -2021 Weircapacity Management Consulting Weircapacity is a Nigerian management consulting firm focused on providing capacity-building solutions across various sectors. They specialize in project management, policy advisory, and institutional strengthening to enhance organizational performance. Their services include consulting on sustainable development projects, water resource management, and infrastructure development, helping clients achieve long-term growth and efficiency. Provided exceptional customer service by handling inquiries and resolving issues promptly, resulting to a 93% satisfaction rate. Assisted in training new staff on company procedures and customer service techniques resulting in 90% staff accuracy on the job. Conducted initial assessments of clients to determine their needs and eligibility for services. Collected and documented client information accurately and confidentially. Maintained accurate records and documentation of client interactions and services provided. EDUCATION Benue State University, Makurdi, Benue State B.Sc Microbiology 2015 –2021