Uchechi Ikejiofor

UCHECHI IKEJIOFOR Customer Service Representative-PROFESSIONAL SUMMARY Results-driven Customer Service Representative with 5+ years of experience across retail, administrative, and remote digital environments. Proven track record of resolving customer complaints efficiently, managing high-volume communications, and delivering consistent positive experiences via phone, email, and live chat. Proficient in Zendesk and Freshdesk, with a strong ability to reduce response times and increase customer satisfaction. WORK EXPERIENCE Virtual Assistant & Customer Service Specialist | Iworkremotedigitals Jan 2025 – Jan 2026 • Managed customer communications for 5+ online businesses, handling inbound messages, order tracking, and complaint resolution across email and chat platforms • Reduced average email response time by 40% through implementing structured inbox management and follow-up workflows • Maintained a 95%+ customer satisfaction rate by resolving queries promptly and escalating complex issues appropriately • Onboarded and trained 2 junior virtual assistants on standard operating procedures and CRM tools Customer Service Assistant | Mac Donald's Clothing 2022 – 2023 • Handled 50+ daily customer inquiries via in-person, phone, and email channels, resolving product, order, and complaint issues with a professional and empathetic approach • Reduced complaint escalation rate by 30% by implementing a first-contact resolution approach for common issues • Supported daily administrative operations including inventory records, scheduling, and team coordination • Consistently received positive feedback from customers for clear communication and friendly service Administrative Assistant | Market Square 2019 – 2021 • Managed a high-volume inbox, responding to 80+ emails and calls weekly while coordinating team schedules and meeting logistics • Organized and maintained accurate filing systems for client records and operational documents, reducing retrieval time by 25% • Supported cross-functional team operations, ensuring smooth day-to-day office activities and timely task completion EDUCATION & TRAINING Customer Service Professional Training – Iworkremotedigitals Academy (Feb–Mar 2026) Bachelor of Public Administration – Abia State University -) CORE SKILLS Customer Support: Phone, Email, Live Chat, Ticket Management CRM Tools: Zendesk, Freshdesk, Microsoft Office Suite Key Strengths: Complaint Resolution, Active Listening, Problem Solving, Conflict Handling Productivity: Time Management, Multitasking, Remote Collaboration, Team Support REFERENCE Vivian Oluchi Ozor — CEO, Iworkremote Digitals Phone:- • Email:-