Uchechi Stephanie Ben Egbe

UCHECHI STEPHANIE BEN-EGBE ADMIN AND CUSTOMER SERVICE -.- Lagos, Nigeria. PROFESSIONAL SUMMARY Results-driven Customer Service Representative with 3+ years of experience delivering exceptional customer support, driving customer satisfaction, and enhancing customer experience. Skilled in customer relations management, e-commerce sales performance, and team collaboration. Utilizing expertise in CRM systems and customer service metrics to drive business growth and improve customer retention. KEY COMPETENCIES Active listening Attention to detail Conflict resolution Communication skills Client relationships Care and Sales Adaptability Problem-solving Positive language Team collaboration Customer service Empathy and Patience Time management Effective multitasking ability Complaint management WORK HISTORY Na wewee Marketplace Feb 2023-May 2024 Customer Service Representative • Managed customer satisfaction initiatives, achieving a 95% rating and resolving 85 complaints/week, reducing escalation rates and improving customer experience. • Developed and implemented a proactive customer service approach, exceeding monthly sales targets, increasing positive feedback by 25%, and decreasing average handle time by 30%. • Designed and streamlined returns and exchanges process improvement, reducing processing time by 40% and increasing customer loyalty by 20%. • Provided omnichannel customer support via phone, email, and chat, resolving 150 customer inquiries daily, achieving an 80% first-call resolution rate, and decreasing repeat calls. Swintec Computer Institute Customer Support Specialist (Chat agent) • • • • Jun 2021 - Sept 2022 Accelerated first-response time (FRT) to under 30 seconds, surpassing the team average by 25% and driving a 95% customer satisfaction rating, enhancing customer experience. Provided omnichannel customer support via chat, resolving 85 customer inquiries/day with a 90% firstcontact resolution rate and 92% customer satisfaction score, demonstrating expertise in issue resolution. Catalyzed 25% increase in positive customer feedback, exceeding team goal by 10% and mitigating escalation rates, improving overall customer satisfaction. Exceeded monthly targets by efficiently resolving 2,500 customer issues, reducing average handle time by 20%, and boosting customer loyalty by 15%, showcasing exceptional problem-solving skills. Emmada Solar Feb 2019 – Mar 2020 Sales Representative • Achieved a sales performance rating of 125% of target, exceeding quarterly goals and resulting in a 20% increase in sales revenue. • Presented product demonstrations to an average of 15 potential clients per week, resulting in a 30% conversion rate and leading to new business opportunities. • Developed and executed a lead generation strategy that resulted in a 50% increase in qualified leads, with an average conversion rate of 25% and a significant increase in closed deals. • Managed a pipeline of 50 active clients, achieving a customer retention rate of 90% and resulting in recurring revenue. EDUCATION Federal Polytechnic Nekede Owerri. Higher National Diploma (HND). CERTIFICATIONS Virtual Assistant (ALX) Customer Relationship Management (Coursera) Active Listening: Enhancing Communication Skills (Coursera) Leveraging Virtual Assistants for Personal Productivity (Coursera) Talent Acquisition (Coursera) Learning and Development (Coursera) Compensation and Benefits (Coursera) Employee Relations (Coursera) Compliance and Risk Management (Coursera) Basic Computer Operations -Swintec Computer Institute.