QUEEN UGOCHINYERE NWOKO
- •-• Lagos, Lagos, Nigeria • LinkedIn
Customer Service Representative
Results-driven and customer-focused professional with 3 years of experience in customer service and administration.
Proven track record of efficiently managing high-volume customer inquiries, resolving issues promptly, and fostering strong
relationships. Skilled in multitasking, communication, and problem-solving. Proficient in maintaining accurate records,
coordinating events, and providing exceptional support to executives and clients. Dedicated to delivering top notch service
and driving business growth.
Core Competencies
Customer Service Skills Customer focused, Customer care, Problem solving, Conflict resolution, Empathy, Active
listening
Technical Proficiency Technical support, Trouble shooting
Communication Abilities Effective communication, Team building
Organizational Skills Time management, Organization, Critical thinking
Sales and Marketing Skills Telemarketing, Lead Generation, Email marketing
Professional Experience
Caspen Resources and Enterprise, Nigeria
Mar 2021 - Jun 2024
Executive Assistant
Served as primary point of contact, handling 50+ calls, 100+ messages, and 200+ emails daily, ensuring seamless
communication (99% response rate).
Implemented a digitized record-keeping system, increasing retrieval efficiency by 40% and reducing search time by 25%
across departments (92% adoption rate).
Coordinated travel arrangements for executives, ensuring 95% on-time arrivals and 92% client satisfaction, while
planning and executing events with a 99% execution rate.
Analyzed data, prepared comprehensive reports (20+ reports quarterly), and presented findings to inform strategic
planning and decision-making, resulting in a 20% increase in informed decisions.
Enacted an efficient filing systems, both physical and digital, to ensure easy access to records and data which increased
efficiency by 20%
Dominion Projects, Nigeria
Mar 2021 - Feb 2024
Customer Service Agent
Handled an average of 100 inbound calls daily, resolving complaints promptly and professionally, with a 95% first-call
resolution rate.
Achieved rapid ticket resolution, closing issues 30% faster than the target timeframe, resulting in a 25% increase in
customer satisfaction.
Proactively generated leads, driving a 20% increase in business growth and revenue, exceeding sales targets by 15%.
Improved customer retention by 27%, fostering long-term relationships and loyalty, with a 90% customer satisfaction
rating on follow-up surveys.
Iba Local Council Development Area, Nigeria
Jul 2019 - Jun 2020
Customer Service Representative
Handled a high volume of customer inquiries, resolving 95% of cases efficiently and simultaneously, with a 92% first
contact resolution rate.
Streamlined customer onboarding, reducing processing time by 30% and increasing customer satisfaction by 22%.
Collaborated on mail reception and dispatch, maintaining a 99% accuracy rate and ensuring timely communication.
Fostered strong customer relationships through friendly, genuine service, resulting in 20% increased customer retention
and loyalty.
Spearheaded monthly training sessions for a team of 20 on new product features and company policies, resulting in a 40%
decrease in customer complaints and a 25% increase in customer satisfaction scores.
Launched a proactive customer follow-up, ensuring consistent service standards and building trust.
Education
Michael Okpara University of Agriculture Umudike- Abia State, Nigeria, Nigeria, Bachelor in Agriculture
Certifications
Demand IT Skills Training, Digital Witch Support Community
Apr 2024
Customer Success Managements Fundamentals, LinkedIn
Oct 2024
Building Rapport With Customer, LinkedIn
Oct 2024
De-Escalating Conversations For Customer Service, LinkedIn
Nov 2024
Customer Service: Handling Abusive Customers, LinkedIn
Nov 2024
