Oserenejime Jesse Ikhine

OSERENEJIME IKHINE EMAIL:- LINKEDIN: www.linkedin.com/in/oserenejime-ikhine-893a33312 PROFESSIONAL SUMMARY I have over 3 years of experience in customer service, excelling in communication, administrative support, front-line communication, problem-solving, and building lasting client relationships. Transitioning from an administrative background, I bring strong organizational skills and attention to detail that enhance team efficiency. I am motivated by creating positive customer experiences and contributing to a company’s reputation for excellence. My adaptability and collaborative spirit allow me to thrive in fast-paced, team-oriented environments. CORE SKILLS  Customer relationship management (CRM) software proficiency (e.g., Salesforce, Zendesk)  Data entry accuracy and speed  Conflict resolution techniques  Order processing and account management  Product/service knowledge retention  Multichannel communication (phone, email, live chat, social media)  Complaint handling and escalation procedures  Excellent verbal and written communication  Active listening and empathy  Patience under pressure  Problem-solving and critical thinking  Adaptability to changing processes or priorities  Team collaboration  Time management and multitasking  Positive attitude and resilience WORK EXPERIENCE [Customer Support representative] [limewood hotel] — [remote | [July 2022- December 2024] • Managed customer support tickets, respond to customers and resolve issues achieving a 90% first-response resolution rate • oversee ticket queues, ensure SLA compliance, and escalate complex issues • configure, customize, and also use CRM platforms like salesforce and Zendesk • Led a team of 4, increasing productivity by 30% through weekly coaching sessions [Administrative Assistant] [Truestar hotel and suite] — [Port-Harcourt] | [January 2025 – Present] • Implemented new CRM system, reducing client onboarding time by 25% • Conducted user research to inform product development, resulting in a 15% increase in user satisfaction • Coordinated between departments to resolve customer concerns and follow up on service requests • Provided personalized support, building strong client relationships and improving satisfaction ratings. • Maintained accurate records in company databases, improving response time by 20% SELECT ACHIEVEMENTS • Promoted from customer support representative to customer support supervisor within 1 year 8 months • Reduced resolution time by 85%, saving 20+ hours weekly • Regular high client satisfaction and positive feedbacks on support interactions • Support & CRM: Salesforce, Zendesk, Basecamp, RingCentral, Zoom