Precious Ugoma Aku

PRECIOUS UGOMA AKU . EDUCATION Digital Witch IT Support IT Support Skills University of Port Harcourt B.A Linguistics and Communication Studies Terra Tech Academy Customer Relationship Management Zentech Academy Business Intelligence Analytics Lewis Brown Tech Data Entry / Data Analytics WORK EXPERIENCE 1 WIN Customer Service Representative (Remote) United States Jul 2019 - Aug 2021 Identified opportunities during customer interactions to upsell products and services, generating an average of 20 sales leads per week. Resolved technical issues for customers with a swift response time of under 5 minutes, exceeding Service Level Agreement (SLA) deadlines by 90%. Handled over 100 customer inquiries daily through various communication channels, resulting in a 95% customer satisfaction rate. Priceless Stores Limited Customer Service Representative (Remote) United States Nov 2021 - Jul 2023 Implemented an automated ticketing system to track and prioritize customer inquiries, reducing response time by 20% and increasing overall efficiency by 15%. Collaborated with cross-functional teams to implement customer feedback surveys, resulting in a 10% increase in overall customer satisfaction scores. Resolved customer inquiries and issues with a 95% satisfaction rate, resulting in improved customer retention and loyalty metrics Spearheaded training sessions for new hires on effective communication techniques, leading to a 30% improvement in customer satisfaction scores within the first month. RHAS Limited Administrive Assistant / Executive (Remote NYSC) Owerri Dec 2023 - Nov 2024 Spearheaded the coordination of 20+ meetings per week, optimized senior staff calendars to maximize productivity, and arranged travel logistics for seamless operations. Maintained meticulous filing systems with a 99% accuracy rate, ensuring all documentation was up-todate and easily accessible for audits and compliance purposes. Implemented a streamlined system for managing office communications, handled over 100 phone calls, responded to 50 emails daily, resulting in a 20% increase in client satisfaction ratings. SKILLS & INTERESTS Skills: Customer Relationship Management (CRM), Record Management, Email Marketing, Virtual Assistance, Schedule Management, IT Support, Microsoft Office Suite (Word, Excel, PowerPoint), Google Workspace (Docs, Sheets, Drive), Customer Service, Project Management Tools (Trello, Asana), Helpdesk Software (Zendesk, Freshdesk), CRM Systems (Salesforce, HubSpot), Ticketing Systems (JIRA, Trello), Communication Tools (Slack, Zoom), Data Entry Software, Email Management Systems, Online Research Tools, Live Chat and Messaging Platforms (Intercom, Slack), Phone and Voice Systems (VoIP, Call Center Software), Email Marketing Platforms (Mailchimp, Constant Contact, SendinBlue), Lead Generation ACHIEVEMENTS Best Staff of the Month Award: Recognized as the Best Staff of the Month at Priceless Stores Limited for exceptional performance, dedication, and outstanding contributions to team success. Promoted to Assistant Supervisor within nine months of employment .