Amaka Ofoeme
Customer Service Expert | Team Leader
Lagos, NG.About
Highly accomplished Customer Service Expert with a proven track record of significantly increasing customer base and satisfaction. Successfully grew customer acquisition by 70% through exceptional active listening, product knowledge, and adept conflict resolution. Eager to leverage leadership and problem-solving skills to drive customer success and foster growth within a dynamic team.
Work
Mega Asset Managers Limited
|Customer Service
Lagos, Lagos State, Nigeria
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Summary
Led a team of 10 Customer Service Representatives, overseeing daily operations and performance to ensure high levels of customer satisfaction and loyalty.
Highlights
Cultivated strong customer relationships and facilitated new account creation, consistently achieving high satisfaction and loyalty scores.
Provided technical troubleshooting and guided customers through step-by-step solutions, escalating complex issues to IT for swift resolution.
Managed high-volume customer inquiries across phone, email, and chat channels, ensuring prompt responses and consistent brand satisfaction.
Directed and mentored a team of 10 Customer Service Representatives, enhancing operational efficiency and overall team performance.
Hi Class Paper Recycling Company
|Customer Service Representative
Lagos, Lagos State, Nigeria
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Summary
Managed customer sales orders and inquiries, consistently exceeding performance targets while fostering positive client relationships.
Highlights
Accurately processed customer sales orders, leveraging exceptional active listening and interpersonal skills to ensure seamless customer experiences.
Achieved an average customer satisfaction rating of 80% by employing effective communication and proactive problem-solving techniques.
Exceeded monthly performance targets by efficiently providing product information, processing orders, and resolving customer inquiries.
Cultivated strong, positive relationships with clients, leading to increased repeat business opportunities.
Education
Abia State University
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Bachelor of Science
Microbiology
Languages
English
Skills
Customer Service & Success
Customer service, Customer success, Customer satisfaction, Customer loyalty, Customer-focused mindset, Empathetic approach, Account creation, Inquiry resolution.
Communication & Interpersonal Skills
Verbal communication, Written communication, Active listening, Interpersonal communication, Rapport building, Effective communication.
Problem Solving & Conflict Resolution
Problem-solving, Conflict resolution, Technical troubleshooting, Issue escalation, Solution-oriented.
CRM & Office Software
CRM software, Microsoft Office, Google Workspace, Slack, Trello, Zendesk.
Organizational & Time Management
Organization, Time management, Attention to detail, Adaptability, Fast-paced environment, Operational efficiency.
Sales & Product Knowledge
Product knowledge, Sales expertise, Order processing, Client relationship management, Business development.
Leadership & Team Management
Team leadership, Team management, Performance oversight, Mentoring, Daily operations management.