Theresa Longe

ABOUT ME Theresa Longe Customer Service Representative Contact -- Experienced and skilled Customer Service Representative with a proven track record of delivering exceptional customer experiences. Possessing a deep understanding of customer needs and adept at resolving inquiries efficiently and effectively. Proficient in utilizing various communication channels, including phone, email, and live chat, to provide timely assistance and support. Known for my strong interpersonal skills and ability to remain calm and composed in highpressure situations. Committed to delivering personalized solutions and fostering positive relationships to enhance customer satisfaction and loyalty. A proactive team player with a passion for exceeding expectations and driving continuous improvement in service delivery. Education- UNIVERSITY OF MAIDUGURI BACHELOR OF LIBRARY & INFORMATION SCIENCE GPA 3.57 Experiences 2023-NOW ROBAN STORES CUSTOMER SERVICE SUPERVISOR www.linkedin.com/in/theresalonge Leading and managing the customer service team to deliver exceptional experiences. Providing 2 Chief Emeka Arinze Street, leadership and support to team members, Enugu -Nigeria managing performance and quality assurance, resolving escalated inquiries, optimizing workflow, SKILLS facilitating communication, ensuring compliance, Communication skills analyzing customer feedback, and driving Active listening Competent data entry skills. continuous improvement initiatives. By overseeing Proficient with computers and the ability these critical functions, I ensures that the team to quickly learn new systems. consistently meets and exceeds service standards Reliability, Adaptability and Punctuality. while fostering a positive and efficient work Problem-solving environment. Empathy Product knowledge CRM- Zendesk, HupSpot, Salesforce, Monday.com 2021 - 2022 GODFREY OKOYE UNIVERSITY CUSTOMER SERVICE LIBRARIAN Offering reference and research assistance to library patrons including helping them locate resources, navigate databases, and access academic materials. Collaborating with faculty and other library staff to assess and select relevant materials for the library's collection, ensuring it meets the needs of academic programs and research. Assisting patrons with technology-related inquiries, including troubleshooting issues with library equipment, printers, or online resources. Providing specialized assistance to users with disabilities or unique research needs, ensuring equitable access to library resources and services. Performing administrative duties such as maintaining patron records, compiling usage statistics, and participating in library committees or projects as assigned. - DHL INTERNATIONAL SERVICE POINT AGENT Greeting customers and providing them with assistance in shipping their packages, including selecting the appropriate shipping method, packaging materials, and completing required paperwork. Accepting incoming shipments, sorting packages, and ensuring they are properly labeled and ready for dispatch according to DHL guidelines and procedures. Processing outgoing shipments, including weighing, measuring, and determining shipping costs based on destination and service level selected by the customer. Assisting customers in tracking their shipments using DHL tracking tools, providing updates on shipment status, and resolving any issues or delays that may arise Accepting payments for shipping services, handling cash transactions, and processing credit card payments using DHL's payment processing systems. Addressing customer inquiries, concerns, and complaints in a professional and timely manner, providing accurate information and resolving issues to ensure customer satisfaction.