Odom Chinecherem Lovelyn

ODOM CHINECHEREM LOVELYN -- CUSTOMER SUPPORT SPECIALIST Experienced and dedicated customer service specialist with a solid background in customer support. Skilled in handling a wide range of customer inquiries, resolving issues efficiently, and delivering exceptional service to ensure high levels of customer satisfaction. Proficient in using CRM tools to manage customer interactions, track follow-ups, and maintain detailed records. Known for clear communication, patience, and providing personalized solutions to meet individual customer needs. Committed to improving customer experiences and contributing to the success of the company through reliable and professional service. STRENGTHS AND EXPERTISE Conflict resolution Attention to detail Multitasking skills Chris B Telecommunication Product knowledge Strong communication skills Time management Problem-solving abilities CRM proficiency Empathy and patience PROFESSIONAL EXPERIENCE Customer Support Specialist. Jan 2024-Present Successfully improved customer satisfaction and retention rates by resolving issues promptly and enhancing team efficiency through training, contributing to overall team performance and seamless customer service delivery. Accomplishments: Leveraged in-depth customer support experience to handle inquiries and resolve issues across phone, email, and live chat channels, ensuring timely and accurate resolutions. Proactively contacted inactive customers to identify and resolve issues, strengthening customer relationships and retention. Escalated complex issues beyond the company’s website to partner sites, following up thoroughly until resolution. Delivered exceptional customer service by addressing concerns, troubleshooting problems, and providing clear, effective solutions. Applied extensive product and service knowledge to efficiently answer inquiries and provide relevant information to customers. Assisted in training and onboarding new team members, improving their efficiency and integration into the support team. Utilized CRM systems to track customer interactions, follow-ups, and resolution history, ensuring a seamless and consistent customer experience. Managed a high volume of customer interactions, consistently meeting performance targets and KPIs. MJ tech March 2022 - Nov 2023 Customer Support Representative. Successfully improved customer satisfaction and retention rates by resolving issues promptly and enhancing team efficiency through training, contributing to overall team performance and seamless customer service delivery. Accomplishments: Demonstrated strong multitasking abilities by handling multiple customer interactions simultaneously while maintaining attention to detail and delivering personalized support. Resolved customer issues efficiently, minimizing escalations by actively listening, empathizing, and providing effective solutions tailored to individual needs. Monitored and tracked customer interactions in the CRM system to ensure proper documentation, enabling seamless follow-ups and improved service delivery. Consistently met and exceeded performance targets and SLAs, including response times, resolution rates, and customer satisfaction scores, by maintaining a customer-centric approach. . Jan 2023 - Dec 2023 Bromford Hotel. Customer Service Representative. Successfully maintained high levels of guest satisfaction by promptly addressing inquiries and resolving concerns, contributing to a seamless customer experience and positive hotel reviews. Accomplishments: Managed customer inquiries via phone, email, and live chat, providing accurate and timely information about hotel services, room availability, pricing, and promotions. Assisted guests with placing reservations and special requests, ensuring a seamless booking experience by coordinating with relevant departments, including housekeeping and dining services. Proactively addressed guest concerns and complaints, delivering empathetic and professional solutions to enhance customer satisfaction and loyalty. Escalated complex issues to supervisors or specialized teams when necessary, ensuring proper follow-up and resolution within agreed service level timelines. Upsold additional services and amenities, such as spa packages and event spaces, contributing to increased revenue for the hotel. Maintained detailed records of customer interactions in the CRM system to track guest preferences and improve personalized service delivery. Collaborated with cross-functional teams to ensure a consistent and exceptional guest experience, including participating in staff training for improving service quality. EDUCATION Federal Polytechnic Nekede Owerri Imo State Nigeria. Graduate National Diploma in Civil Engineering Federal Polytechnic Nekede Owerri Imo State Nigeria. Graduate Higher National Diploma in Civil Engineering Certifications Digital Witch Support Community On Demand IT Skills Training OSHAssociation UK Occupational Safety And Health Supervisor Training HubSpot Academy Social Media Certified HubSpot Academy Service Hub Software Certified