Ozioma Kalu Agwu

Summary:

I am a highly skilled and experienced Customer Care Representative with a proven track record of delivering exceptional customer service, resolving complex issues, and managing email communications effectively.

My Key Skills are:

1. Excellent Communication Skills: Proven ability to communicate effectively with customers, colleagues, and stakeholders via phone, email, and other communication channels.

2. Customer Service Expertise: In-depth knowledge of customer service principles, practices, and techniques to deliver exceptional customer experiences.

3. Email Management: Proficient in managing high-volume email communications, ensuring timely and effective responses to customer inquiries and concerns.

4. Problem-Solving and Conflict Resolution: Skilled in resolving complex customer issues, complaints, and concerns in a fair, efficient, and professional manner.

5. Product/Service Knowledge: Strong understanding of products/services, including features, benefits, and applications.

6. Time Management and Organization: Proven ability to prioritize tasks, manage time effectively, and maintain accurate records of customer interactions.

7. Adaptability and Flexibility: Willingness to adapt to changing customer needs, priorities, and timelines.

8. Technical Skills: Proficient in using customer relationship management (CRM) software, email management tools, and other technologies to support customer service operations.

My Experience:

As an experienced Customer Care Representative, I possess extensive experience in:

1. Responding to customer inquiries and resolving issues via phone, email, and other communication channels.

2. Managing high-volume email communications, ensuring timely and effective responses to customer inquiries and concerns.

3. Resolving complex customer complaints and concerns in a fair, efficient, and professional manner.

4. Collaborating with internal teams, including sales, marketing, and product development, to resolve customer issues and improve processes.

5. Maintaining accurate records of customer interactions, including issue resolution, product/service information, and customer feedback.

6. Participating in ongoing training and development programs to enhance customer service skills, product knowledge, and technical expertise.

Achievements:

Throughout my career as a Customer Care Representative, I have achieved:

1. Consistently high customer satisfaction ratings. 

2. Significant reductions in customer complaints and escalation rates through effective issue resolution and process improvements.

3. Improved email response times and successful collaboration with internal teams to implement process improvements, resulting in enhanced customer experiences and increased efficiency.