Rosemary Nwokolo

ROSEMARY NWOKOLO Phone --| Linkedin Profile | Abuja, Nigeria Customer Service Specialist |Client Experience Advocate |Problem Solver Experienced and result-driven customer service professional with 3 years of proven success in consistently delivering exceptional customer support, contributing to increased customer satisfaction and loyalty. Skilled in multi-channel communication, resolving complex customer inquiries, and fostering long-term relationships through personalized solutions. Proficient in using CRM tools to manage and track customer interactions, design targeted support workflows, and develop tailored approaches that address unique client needs. Known for a calm demeanor under pressure, strategic problem-solving, and an unwavering commitment to delivering measurable results. Eager to contribute to team success, exceed customer expectations, and excel in remote and in- person work environments with the ability to work independently. Core Competencies ● Customer Relationship Management: Proficient in using CRM tools like Hubspot, Freshdesk and Intercom to streamline customer interactions, resolve inquiries, and maintain records, achieving a 20% improvement in response time. ● Multi-Channel Support Expertise: Skilled in handling customer inquiries across phone, email, social media, and chat, ensuring seamless communication and a positive customer journey. ● Problem Resolution and Empathy: Proven ability to address customer concerns with care and precision, resulting in a 95% customer satisfaction rate. ● Client Retention and Loyalty: Achieved a 25% increase in customer retention by fostering trust and tailoring services to individual client needs. ● Upselling and Cross-Selling: Successfully promoted additional services and products, increasing revenue by 15% through personalized recommendation. Work Experience Customer Service Specialist (Remote) June 2023 - Dec 2024 Saffron Texas, USA Saffron is a leading e-commerce company specializing in household items, appliances and food products, dedicated to delivering convenience and quality to customers nationwide. ● Consistently maintained a 95% customer satisfaction rate by promptly addressing inquiries and providing tailored solutions to complex issues, ensuring a seamless shopping experience. ● Strengthened customer loyalty by introducing personalized post-purchase follow-ups and resolving escalations with empathy and efficiency, resulting in a 25% improvement in repeat business. ● Utilized CRM tools[ Intercom] to monitor customer interactions, prioritize tickets, and track resolution metrics, ensuring all concerns were addressed within the required SLA. ● Implemented proactive outreach strategies via email and chat support, leading to a 15% increase in engagement rates and a 10% reduction in cart abandonment. ● Established trust and rapport with customers through empathetic communication and a commitment to understanding their needs, fostering a reputation for reliability and care. Customer Support Specialist Oct 2019 – April 2023 Beauty & Blossom Spa Abuja, Nigeria A premier spa offering luxurious beauty and wellness services, renowned for its serene ambiance and tailored treatments designed to rejuvenate the body, mind, and soul. ● Managed over 100 customer interactions weekly, expertly addressing booking concerns, service inquiries, and feedback through email, calls, and chat, achieving a consistent 98% satisfaction rate. ● Designed and implemented customer follow-up protocols, including post-visit surveys and exclusive offers, resulting in a 25% increase in client return rates and fostering long-term loyalty. ● Streamlined the customer journey by integrating CRM tools to track bookings, inquiries, and customer preferences, leading to a 20% improvement in service delivery speed and personalization. ● Identified and addressed recurring pain points in customer interactions, reducing complaints and disengagement rates by 5%, while creating a more seamless client experience. ● Fostered strong rapport with clients by anticipating their needs and delivering personalized solutions, positioning Beauty & Blossom Spa as a trusted brand for premium wellness services. Customer Experience Coordinator Feb 2018 – Sept 2019 EcoSun Energy Abuja, Nigeria EcoSun Energy is a solar systems company offering innovative renewable energy solutions. Committed to sustainability, it provides efficient solar technologies that empower communities and businesses to embrace clean energy. ● Handled over 100+ customer inquiries weekly regarding product specifications, system maintenance, and billing concerns, maintaining a 98% resolution rate within the first interaction. ● provided step-by-step guidance on troubleshooting solar system issues, including inverter malfunctions and battery performance, leading to a 30% reduction in repeat complaints. ● Partnered with marketing and sales teams to design customer outreach strategies, such as upselling maintenance packages and promoting energy efficiency add-ons, resulting in a 10% increase in service upgrades. ● Developed and delivered educational content on renewable energy benefits and system usage through webinars, email campaigns, and personalized consultations, increasing customer understanding and satisfaction by 25%. ● Resolved escalated disputes involving installation timelines and warranty claims by coordinating with the technical and operations teams, achieving a 95% success rate in customer retention. ● Maintained detailed client records in CRM systems (HubSpot and Zoho) to track service history and identify recurring issues, enabling data-driven decision-making that improved service efficiency by 15%. Skills ● Customer Communication & Empathy ● CRM Systems Hubspot, Freshdesk, Intercom and Zendesk || Problem Resolution || Appointment Scheduling & Management ● Multi-Channel Support || Customer Retention Strategies || Targeted Email Campaigns ||Effective Complaint Resolution || Effective Communication || Lead Generation || Time Management | | Microsoft ● Suite | Product Knowledge and Presentation | Client Needs Assessment || Upselling and Cross-Selling || Data-Driven Decision Making ● Team Collaboration and Networking || Relationship Building Education ● Bachelor of Science in Mass Communication | Kogi State University | 2016 Certification and Trainings ● On Demand IT Skills | Digital Witch IT Support Training | 2024 ● |Customer Service Excellence Training Udemy | 2023 ● The Art of Customer Empathy| Udemy 2024 ● Virtual Assistant Training| ALX Africa | 2024 ● Mastering CRM Tools for Customer Success | Udemy | 2024