Queen Chika Obasi

QUEEN CHIKA OBASI Mile 50, Abakaliki, Nigeria Email:-| Phone: - LinkedIn: linkedin.com/in/queen-chika PROFESSIONAL SUMMARY Customer-focused professional with expertise in customer service, retention strategies, and support operations. Adept at leveraging customer insights, optimizing experiences, and enhancing satisfaction through data-backed decision-making. Skilled in CRM systems, AI-powered automation, and process optimization to drive efficiency and engagement. Passionate about improving customer interactions, streamlining workflows, and delivering impactful business solutions. CORE SKILLS & COMPETENCIES  Customer Relationship Management (CRM)  Customer Retention Strategies  Data-Backed Problem Solving  Customer Insights & Performance Metrics  Multichannel Communication (Email, Chat, Phone, Social Media)  Virtual Assistance & Administrative Support  Process Optimization & Quality Assurance  AI & Automation for Customer Experience PROFESSIONAL EXPERIENCE Virtual Assistant – Customer Service Representative Freelance | 2025 – Present  Managed customer interactions across multiple platforms, achieving a 90% first-contact resolution rate.  Utilized CRM tools to track engagement patterns and optimize retention strategies, increasing customer satisfaction scores by 20%.  Designed AI-powered automation solutions to enhance response times and service efficiency.  Analyzed customer behavior trends, leading to proactive engagement strategies and a 15% reduction in churn. Customer Service Intern Access Bank PLC | 2024 – 2025  Onboarded over 2,760 customers onto digital banking platforms, driving a 30% increase in adoption.  Managed inquiries and provided tailored solutions, maintaining a 95% conflict resolution success rate.  Assisted in refining customer engagement approaches, contributing to a 10% increase in client retention. EDUCATION & CERTIFICATIONS Bachelor of Science in Physics Alex Ekwueme Federal University, Ndufu-Alike, Ebonyi State, Nigeria Certifications:  English for IT 1 & 2 – Cisco  Introduction to Data Science – IHS, LinkedIn & Microsoft  Artificial Intelligence – LinkedIn & Microsoft  Explore Emerging Tech – IBM  ALX Virtual Assistant Course  Veecrown Virtual Assistant Course TOOLS & TECHNOLOGIES  CRM Platforms (Zendesk, HubSpot, Freshdesk, Salesforce)  Microsoft Office Suite (Excel, Word, PowerPoint)  Google Workspace (Docs, Sheets, Slides)  AI-Powered Automation & Chatbots  Social Media & Digital Communication Tools AVAILABILITY Open to remote opportunities in customer service, retention, and support roles.