PATIENCE NKEM IBEMERE
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PROFESSIONAL SUMMARY:
Results-oriented customer service representative with over 8years experience in exceeding expectations, handling challenging problems, and increasing client satisfaction in telecoms industry. competent in communication, problem-solving, and active listening. with a passion for delivering timely and effective solutions, has the capacity to function well in a fast-paced setting and has a solid understanding of customer service rules, procedures, and concepts.
SKILLS:
Microsoft Office/Sheets (excel, google, PowerPoint, Ms Teams and Outlook)
Customer Relationship Management(CRM)
Video Conferencing Tools (google meet, zoom)
Problem Solving
Team management
Time Management
Customer Service.
Online Customer Care Representative:
Mactay Consulting Ltd, Nigeria July 2016- Till date
Responding to customer inquiries and resolve issues via phone, email, live chat, or social media.
Providing empathetic and personalized support to customers, addressing their concerns and resolving their issues in a timely and professional manner.
Educating customers on products benefits, answers questions and resolves issues based on incoming telephone member contacts
Maintaining accurate records of customer interactions, issues, and resolutions in a CRM system or other tracking tools.
Identifying opportunities to upsell or cross-sell relevant products or services to customers.
Collecting customer feedback and provide constructive feedback to internal teams to improve processes and services.
Staying up-to-date with product knowledge and company policies to provide effective support to customers.
Building strong relationships with customers to increase loyalty and retention rates.
Online Shift lead:
MTN NIGERIA | Second by Communication Network Support Services Limited (CNSSL) June 2015-July 2016
Handled customer escalated queries and resolve issues in a timely and professional manner, providing excellent customer service.
Monitored the online shift scheduling process to guarantee proper staffing and coverage.
Monitored online agents' performance and provide feedback to improve quality of service, product knowledge, and overall performance.
Organized product training and coaching session for team members with knowledge gap.
Outbound Campaign Representative:
MTN NIGERIA | Second by Communication Network Support Services Limited (CNSSL) | Sept 2009–June 2015.
Reduced frequency of top 3 customer complaint by 75% through process improvement strategies
Successfully deployed product and service survey to customers for constant feedback, product evolution, and process improvement.
Identified loyal customers who can serve as brand ambassadors, promoting products or services through word-of-mouth marketing.
Collect and analyze customer feedback on Excel to identify areas for improvement and implement changes to enhance the customer experience.
Engaged with customers using different medium like phone, email, live chats, social media etc to get feedbacks.
Provided technical or non-technical support to customers, troubleshooting issues on CRM and resolving problems in a timely manner.
Focused on retaining existing customers by identifying and addressing their needs, and providing solutions to prevent churn
Manage a portfolio of accounts, building relationships with customers, identifying opportunities for growth, and providing excellent customer service.
EDUCATION & QUALIFICATIONS:
Data Analysis Training (Dahel Techies) January 2024
Customer service specialist (Microsoft training modules) December 2020
Award for Customer Service Manager (ACSM) October 2011
(Customer 1st International, UK)
B.Sc in Computer Science
Madonna University, Okija, Anambra State July 2006
REFERENCES:
Available on request
Here is a professional summary for a Customer Service Representative:
Summary:
Results-driven Customer Service Representative with a proven track record of providing exceptional customer experiences, resolving complex issues, and driving customer satisfaction. Skilled in active listening, problem-solving, and communication, with a passion for delivering timely and effective solutions. Possesses a strong understanding of customer service principles, policies, and procedures, with the ability to work effectively in a fast-paced environment.
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