Onyinyechi Favour Aninwezi

Onyinyechi Favour Aninwezi PROFESSIONAL SUMMARY A dedicated Customer Success Manager with years of experience in delivering exceptional support in tech driven environments. Skilled in troubleshooting, problem solving, and providing technical assistance to clients in a clear and efficient manner. An expertise in handling customer inquiries via phone, email, and chat, while maintaining a high level of professionalism and empathy. Adept at using CRM systems and technical tools to track and resolve issues, ensuring customer satisfaction. Strong communicator with a deep understanding of tech products and services involved. I am committed to creating positive customer experiences, fostering long-term relationships and ensuring business growth through customer success. AREARS OF EXPERTISE Customer Service Cold Calling B2B MS Office Conflict Resolution SaaS Effective Communication Product Knowledge CRM E-mail Marketing Multiple channel support Tech Sales Problem-solving Account management SKILLS HIGHLIGHTS • • • • • Deep understanding of company products and services, enabling accurate responses to customer inquiries and personalized service recommendations. Capable of handling high call volumes and managing multiple tasks simultaneously without compromising quality of service. Proficient in customer service software, CRM systems, and various communication tools, with a focus on improving workflow efficiency and customer satisfaction. Deep understanding of company products and services, enabling accurate responses to customer inquiries and personalized service recommendations. Proactive approach to on-going learning and professional development, staying updated on industry trends, product updates, and best practices in customer service. PROFESSIONAL EXPERIENCE Lekki Gardens Estate Limited Customer Service Representative • • • • • • • Abuja, Nigeria Mar.2022 – Sept 2025 Oversaw the day-to-day management of client accounts, ensured smooth implementation of services, timely delivery of solutions, and proactive communication to address any issues or concerns. Identified and escalate unresolved or complex customer issues to higher-level support or specialized teams for further investigation and resolution. Achieved key performance indicators (KPIs) and service level agreements (SLAs), such as call handling time, first call resolution rate, customer satisfaction score, and adherence to schedule. Provided prompt and courteous assistance to customers over the phone, email, or chat, addressing inquiries, resolving issues, and ensuring high levels of satisfaction. Monitored client satisfaction levels through regular check-ins, feedback sessions, and performance reviews, and take proactive measures to address any areas of dissatisfaction or improvement opportunities. Implemented a new tactic to persuade canceling customers to stay with the company, resulting in 15% decrease in cancellations. Identified opportunities to cross-sell or upsell additional products or services to existing clients, based on their evolving needs and business. Davayte Customer Service Representative • • • • • • Documented customer interactions, inquiries, feedback and resolutions accurately in the company's CRM system or ticketing software to maintain thorough and organized records and to identify areas for improvement and implement strategies to enhance service delivery and client satisfaction. Ensured high levels of customer satisfaction through proactive communication, timely resolution of issues, and a deep understanding of client needs and expectations. Responded to customer inquiries promptly and professionally via phone, email, chat, or in-person interactions, achieving a rapid response rate within 24 hours. Led the on-boarding process for new clients, ensured a smooth transition and comprehensive understanding of products or services, timelines, and deliverable. Oversaw the negotiation, drafting, and management of client contracts and service agreements, ensuring compliance with legal and regulatory requirements. Conducted market research and analysis to identify emerging trends, competitive threats, and opportunities for innovation, and incorporate insights into client strategies and solutions. A/C Shelters Call Center Operator • • • • • Abuja, Nigeria Jan. 2020 – Mar. 2021 Florida, USA Feb.2018 – Nov. 2019 Managed incoming calls from customers, addressing inquiries, resolving issues, and provided exceptional customer service in a timely and professional manner. Adhered to call scripts, guidelines, and procedures provided by the company to ensure consistency, compliance, and quality in customer interactions. Demonstrated active listening and empathy in dealing with sensitive and challenging situations. Prioritized customer satisfaction by resolving escalated issues, implementing service improvements, and fostering a customercentric culture within the team. Initiated outgoing calls to customers or prospects for various purposes, such as sales, surveys, follow-ups, or appointment scheduling. Accurately documented customer interactions, inquiries, and resolutions in CRM systems or databases, relay critical feedback to the product team to drive future updates or fixes EDUCATION B.S.c Mass Communication CERTIFICATION AND TRAINING • • • • General Remote Work Skills –Hiremote Africa Jobberman Soft Skills Training - Jobberman Tech Sales - Techsales mentor Information Security Management Fundamentals - Udemy Enugu State University of Science and Technology