Opara Charlotte Amaka

OPARA CHARLOTTE AMAKA Block 36 Genesis Estate, Iyana-Ipaja, Lagos. --CAREER OBJECTIVE: To leverage my strong communication skills and passion for helping others in a dynamic customer service role. My objective is to provide unparalleled support to customers, cultivate positive relationships, and contribute to the growth and success of the organization by consistently exceeding expectations and driving customer satisfaction metrics. EXPERIENCE: Customer Success Specialist , Greenware Tech, Lagos – July 2022 – Present Guide new customers through the setup and initial use of software, ensuring a smooth transition. Assist customers with software related issues, troubleshooting problems and offering solutions. Conduct training sessions and webinars, to help customers maximize the use of the software. Answer customer queries via emails, livechat, phone calls and social media promptly and professionally. Accurately Log and track customer interactions and issues using CRM systems. Identify and escalate more complex technical issue to higher level support and engineering team. Organise training and development to stay updated with latest software features and industry best practices. Develop and maintain user manuals,FAQs and knowledge base articles. Track key performance indicators (KPIs) to ensure high level of customer satisfaction and support efficiency. Gather customer feedbacks to relay to product development team for continuous improvement. Customer Support Specialist, Zenith Shippings Ltd, Lagos – May 2020 – June 2022 Provide assistance and support to customers regarding shipment inquiries, tracking, and delivery schedules. Serve as the main point of contact for customers, handling inbound calls, emails, and other communication channels promptly and professionally. Address customer concerns, complaints, and issues related to shipments, ensuring timely resolution and customer satisfaction. Coordinate with internal departments such as logistics, operations, and warehouse teams to ensure smooth handling and transportation of shipments. Assist customers with the completion of shipping documentation, customs clearance procedures, and other related paperwork. Update customers on the status of their shipments, including any delays, changes, or exceptions, and provide proactive solutions when necessary. Process orders, bookings, and reservations for shipping services, ensuring accuracy and compliance with company policies and procedures. Educate customers on shipping regulations, restrictions, and requirements, guiding them through the shipping process and offering expert advice as needed. Maintain detailed records of customer interactions, transactions, and inquiries in the company's database, ensuring accuracy and confidentiality. Collaborate with team members to identify areas for process improvement, streamline customer service workflows, and enhance overall service quality. Stay informed about industry trends, market developments, and regulatory changes affecting the shipping industry, and communicate relevant information to customers as needed. Customer Service Officer, Longreen Healthcare, Lagos – January 2019 – March 2022 Providing assistance to patients, families, and visitors regarding inquiries, appointments, and general information about healthcare services. Handling incoming calls, emails, and inquiries, and providing prompt and courteous responses. Scheduling appointments, procedures, and consultations for patients. Assisting patients with completing necessary forms and documentation. Resolving patient complaints and issues in a timely and efficient manner. Collaborating with medical staff and other departments to ensure smooth patient flow and coordination of services. Maintaining patient confidentiality and adhering to HIPAA regulations. Educating patients about healthcare policies, procedures, and available services. Updating patient records and ensuring accuracy of information. Participating in training programs to stay updated on healthcare policies and procedures. EDUCATION: September 2018 B.Sc. Business Administration. Nnamdi Azikiwe, University, Awka, Anambra, Nigeria. June 2013 First School Leaving Certificate Airforce Secondary School, Ikeja, Lagos, Nigeria SKILLS: Attentive to customer needs and concerns, ensuring accurate understanding. Capable of resolving dispute and managing difficult conversations. Comprehensive understanding of company’s product and service. Efficiently handling multiple tasks. Proficient in the use of communication tools,such as Slack,Zoom and Google Effective verbal and written communication skill Proven ability to contribute effectively within collaborative team environment, fostering positive dynamics and achieving collective goals. Proficient in the use of customer service tools, such as Zendesk, Freshdesk and salesforce Understanding and managing customers emotions with care and respect. CERTIFICATIONS Diploma in Customer Service Alison Courses 2024 NYSC DISCHARGE CERTIFICATE National Youth Service Corps August, 2020 REFERENCE Available upon request