Ogbu Chidinma Perpetua

OGBU CHIDINMA PERPETUA-| Lagos State, Nigeria|-| https://www.linkedin.com/in/ogbu-chidinma-perpetua PROFESSIONAL SUMMARY Customer Service Representative bringing top notch skills in oral and written communication, active listening and analytical problem-solving skill. With over 3 years of proven expertise in Customer Relationship Management, Customer Satisfaction, understanding customers desires and providing customized solutions to build loyalty. Proficient at leveraging diverse skill set to enhance customer success. Successfully executed communication campaigns at Premier Producers Group, resulting in a 20% increase in response rates. Experienced in customer support and customers service at Premier Producer Group, conducting over 100 daily calls and implementing a comprehensive follow-up system, showcasing strong organizational and communication skills. Known for exceptional multitasking abilities and a proactive approach to delivering outstanding customer support. Seeking opportunities to apply my diverse skills and contribute to your team's success. KEY SKILLS  Proficiency with customer service software, databases, and tools (e.g., CRM systems).  Basic understanding of technical support and troubleshooting processes  Great at providing excellent customer service to client s through phone, email and chat  Proficiency in Microsoft Office Suite (Word,Excel, PowerPoint, Outlook)  Experience with Office Management Software (e.g., MS Office, Google Workspace).  Ability to resolve problems, anticipate needs, and generally anticipate future needs and resolve issues.  Provide training during onboarding process, and work closely with team members to ensure that project deadlines are met.  Establish relationships between stakeholders, and customers to drive growth and customer’s retention.  Ability to analyze complex problems, escalate to the relevant teams and develop creative solutions.  Strong attention to detail and ability to manage multiple projects simultaneously.  Proficiency and experience with Trello, Zoom, Live Agent, Zoho CRM, HubSpot, Calendly, Microsoft Teams, Zendesk and Slack.  Ability to work independently, evaluate situations and act appropriately.  Great interpersonal skills to interact courteously and effectively with co-workers.  Goal-driven personality with intelligent decision-making and problem-solving skills  Excellent verbal and writing communications skill to identify customer’s needs and offer solutions.  Knowledge of sales strategy development and customer service. CORE COMPETENCIES  Customer Response  Customer Focus  CRM Software Customer Service Complaint Handlings Customer Support Strategic Communication Appointment Scheduling EXPERIENCE Customer Service Representative – Wire Wave BTC June 2024- July 2024 United States of America  Ensure successful onboarding of customers to Wire Wave BTC, provided training and education throughout the process, and resolved issues promptly to meet project timelines.  Develop and implement effective account planning strategies to ensure customer retention, and growth, by fostering relationships with key stakeholders.  Assist customers with Bitcoin transactions, resolving problems, and serving as the customer's voice within Wire Wave BTC.  Oversee customers' implementation of localization best practices to drive incremental value and return on investment, ensuring customers get the most out of Wire Wave BTC's solutions.  Coordinated business meetings to articulate the value of Wire Wave BTC, demonstrated customers' performance against goals, and encouraged adoption. Customer Support Specialist– Premier Producer Group August 2023 – June 2024 United States of America  Responded promptly to customer inquiries via phone, email, chat, and social media.  Provided accurate, valid, and complete information by using the right methods and tools.  Handled customer complaints, provided appropriate solutions and followed up to ensure resolution.  Trouble shoot technical issues and guide customers through step-by-step solutions.  Built sustainable relationships and trust with customer accounts through open and interactive communication.  Kept records of customer interactions, process customer accounts, and file documents.  Collected and analyzed customer feedback to improve the overall customer experience. Community Manager – ALX Virtual Assistant, July 2023 – September 2023 Nairobi, Nairobi Area, Kenya  Successfully moderated online discussions and maintained positive and respective community culture on Whatapp, Youtube, website and Telegram.  Successfully grew community engagement by 50% in 2 month of virtual assistance trainings through targeted topic that required assistance.  Ensured a positive and supportive community by moderating online discussions and fostering constructive dialogue.  Created and executed content calendars, and contests that boasted participations and interaction within the community. ∙  Established clear guidelines and processes for community decision-making, to ensure transparency and accountability. ∙ Customer Service Representative – Spar Nigeria December 2021 – August 2022 Lagos Nigeria  Responded to customer inquiries via phone, email, and live chat and addressed customer needs and feedback in a timely and professional manner.  Resolved customer complaints and issues by identifying the problem, explaining the best solution, and following up to ensure resolution.  Processed orders, forms, applications, and requests efficiently while maintaining customer accounts by recording and updating account information.   Provided information about products and services to help customers make informed decisions. Managed a high volume of inbound and outbound calls to achieve daily, weekly, and monthly targets. INSTITUTE OF MANAGEMENT AND TECHNOLOGY Enugu State HND, Public Administration (2021) CERTIFICATION Basic Virtual assistant skills 1&2. Technical Support Fundamental – Coursera, (2024). ALX Virtual Assistant, (2023).