Victory Emmanuel

VICTORY EMMANUEL ABUJA NG 902101• -•-• linkedin.com/in/victoryEmmanuel CUSTOMER SERVICE REPRESENTATIVE Energetic and performance-driven Customer Service Representative with 2 years of experience enhancing customer satisfaction and resolving complex inquiries. Skilled in proactively reaching out to customers to ensure accurate order fulfillment and addressing ad-hoc inquiries with empathy and urgency. Adept at collaborating with cross-functional teams and executives to resolve issues promptly, ensuring a seamless customer experience. Strong organizational skills, a passion for delivering exceptional service, and the ability to work effectively within small teams in a Live Operations environment. Committed to consistently delivering timely, high-quality service that meets customer needs and expectations. CORE COMPETENCIES Customer Service |Marketing & Sales |Training & Devel |Client Retention| Performance Improvement Strategies | written Communication | Active Listening | Customer Relationship Management | Customer Retention | Time Management | Call center operation | Attention to details & Multitasking | Market Research | Team Collaboration & Cross-Functional Communication | problem solving | Technical fluency. Tools: HubSpot, Google suite, slack , Zendesk , salesforce, shopify, Zoom, Dialpad, Freshdesk, WORK EXPERIENCE Micas ,USA • Customer Service Representative (Dec 2024- Present) ● Managed 10+ calls per day and addressed billing inquiries from escalated customers to retain 20+ customers a month. ● Respond to an average of 150 tickets per day via email, live chat, and maintain a high level of service efficiency and accuracy ● Processed customer refund tickets, addressing concerns, verifying orders, and ensuring prompt resolution in line with company policies. ● Monitored out-of-stock items and communicated alternatives to customer, providing product recommendations and ensuring their satisfaction. Prime Rate staffing Texas , USA • Senior Healthcare Recruiter/Customer service Representative (NOV 2023- FEB /2024) Helped Healthcare professionals get placement into different facilities across the USA. ● Streamlined the candidates recruiting process, reducing average recruitment time by 30% through the implementation of a systematic tracking and documentation approach. ● Improved the quality of recruited candidates by 25% by analyzing candidates' profiles and refining Sourcing strategies across multiple marketing channels, resulting in higher hiring success rates. ● Quickly triaged incoming calls and escalated calls when necessary, reducing the average time to resolution by 19% . Top Jewelry, Abuja NG • Customer Service Representative (Jan 2021 – Aug 2023) Online Jewelry store that sells beautiful jewelry pieces, customer base was found mostly on Instagram and Facebook. • Utilized the use of live chat for customer interactions and ensured timely follow-up for all cases. • • • Provided product recommendations based on customer preferences, boosting upsell and cross-sell rates. Assisted customers via email, chat, and phone, handling inquiries about jewelry products, order status, returns, and exchanges. Resolved complaints efficiently and with empathy, contributing to a 95% customer satisfaction rating. EDUCATION University of Ibadan , Ibadan, Oyo , NG • Bachelor of Arts (BA), LINGUISTICS High School Diploma (WAEC) LANGUAGE PROFICIENCY • English