Caliben Nmasinachi Chiamaka

Managed high-volume inbound and outbound customer communications (calls, emails) to ensure prompt and efficient service delivery, improving response times and customer satisfaction.

Spearheaded cold outreach campaigns via email and calls, successfully expanding the prospective client base and contributing to business development.

Utilized ZOHO ERP to develop and maintain comprehensive customer records and track all orders, ensuring data accuracy and timely service delivery.

Collaborated with sales and marketing teams to develop engagement strategies and analyzed customer feedback to drive service improvements and enhance overall customer experience.

Successfully de-escalated complex customer concerns and maintained composure in stressful situations, transforming negative interactions into positive outcomes and maintaining customer loyalty.

Achieved high customer satisfaction ratings by providing knowledgeable, friendly, and efficient service, resolving issues across multiple channels (calls, chats, emails).

Generated and analyzed CRM reports to identify service gaps and recommended data-driven improvements in products, services, and billing methods to management, proactively preventing future customer issues.

Cultivated strong customer relationships and boosted retention by strategically offering discount options and processing special orders, consistently generating additional monthly revenue.

Coordinated cross-functionally with internal teams to ensure timely delivery of tailored solutions and proactively engaged customers regarding service upgrades and new offerings.

Continuously enhanced product knowledge to provide optimal service and consistently achieved sales quotas.

Meticulously input customer data into electronic systems, ensuring accurate record-keeping and supporting targeted service delivery.

Performed routine microbiological tests and analyzed data, directly contributing to product safety, quality control processes, and adherence to industry standards.

Maintained meticulous logbooks, filed laboratory datasheets, and managed relationships with external laboratories, enhancing administrative efficiency and data integrity.

Contributed to continuous improvement initiatives within the production system and monitored laboratory equipment, ensuring proper calibration and functionality.