Uzor Kosarachi

Uzor Kosarachi Rivers state-- --Professional Summary Customer-focused and detail-oriented professional with 3 years of experience as a Customer Service Representative. Skilled in resolving customer inquiries, enhancing client satisfaction, and maintaining strong customer relationships. Proficient in Hubspot CRM, zoho CRM, with a proven track record of achieving 85% customer satisfaction scores. --Key Skills Customer Service and Support Problem Resolution and Escalation Handling CRM Tools (hubspot, Salesforce, Zendesk) Communication and Interpersonal Skills Multitasking and Time Management Conflict Resolution Team Collaboration Data Entry and Record Maintenance --Professional Experience Customer Service Representative Royal Empire– PH city Rivers state 01/2020-01/2022 Managed 15+ daily customer interactions across phone, email, and live chat, ensuring timely and accurate responses. Resolved 35% of customer complaints on the first call, contributing to 50% reduction in escalations. Maintained a customer satisfaction score of 65% by delivering personalized and effective solutions. Utilized Salesforce, hubspot CRM to track and resolve customer issues, improving team efficiency. Collaborated with internal teams to address recurring issues and streamline processes. Customer Support Associate Living spring company– PH city Rivers state 05/2022-09/2024 Assisted customers with account management, order tracking, and troubleshooting, handling 35% inquiries daily. Achieved 30% resolution rate for escalated cases by providing effective solutions. Identified and reported common customer issues to improve product quality and service delivery. Processed refunds, exchanges, and account adjustments with 100% accuracy. Trained new team members on company policies and customer support procedures. --Education (HND) Federal polytechnic owerri Imo state- --- Certifications Certified Customer Service Professional Digital witch Training 2021 Certificate IT support specialist Digital Witch training 2024 --Technical Proficiency CRM Tools: Salesforce, Zendesk, HubSpot, etc. Office Software: Microsoft Office, Google Workspace Communication Tools: Microsoft Teams, Zoom, Slack --Achievements Improved customer satisfaction scores by 45% through prompt and empathetic service. Played a key role in reducing ticket resolution time by 30%