About
Highly dedicated Customer Service professional with 2 years of experience, adept at enhancing customer satisfaction and streamlining support operations. Proven ability to improve customer satisfaction by 30% through effective communication and problem-solving strategies. Seeking to leverage strong interpersonal skills, leadership experience, and dedication to customer success in a challenging Customer Service Representative role.
Work
Ploppydolly Limited
|Customer Service Team Lead
Lagos, Lagos State, Nigeria
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Summary
Led a customer support team, ensuring high service standards, timely issue resolution, and operational efficiency.
Highlights
Led a customer support team, ensuring adherence to high service standards and achieving timely issue resolution for complex inquiries.
Monitored and evaluated team performance metrics (KPIs), implementing data-driven strategies to continuously improve service quality.
Tracked attendance and shift adherence for the team, optimizing customer coverage and maintaining operational readiness.
Streamlined support processes, enhancing overall efficiency and reducing average response times for customer interactions.
Facilitated clear cross-functional communication, aligning team efforts with broader customer priorities and organizational goals.
Managed and updated customer service documentation, preventing errors and ensuring consistency across all support procedures.
Ploppydolly Limited
|Customer Service Representative
Lagos, Lagos State, Nigeria
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Summary
Assisted customers across multiple channels, resolved inquiries efficiently, and contributed to positive customer experiences.
Highlights
Assisted customers efficiently across phone, email, and live chat channels, resolving a wide range of inquiries and contributing to enhanced satisfaction.
Trained new hires on comprehensive customer service protocols and company policies, ensuring rapid onboarding and consistent service delivery.
Maintained accurate customer records and regularly updated CRM systems, improving data integrity and streamlining subsequent customer interactions.
Handled customer complaints professionally and empathetically, ensuring swift resolution and contributing to the reported 30% improvement in customer satisfaction.
Managed customer service schedules to ensure optimal coverage, minimize wait times, and maintain operational efficiency during peak periods.
Supported team leads by compiling service reports and proposing process improvements, contributing to overall team effectiveness and customer experience initiatives.
De Tastee Fried Chicken
|Customer Care Personnel
Lagos, Lagos State, Nigeria
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Summary
Managed daily sales transactions and fostered positive customer relationships in a fast-paced retail environment.
Highlights
Handled daily sales transactions while consistently delivering excellent customer service and ensuring high levels of customer satisfaction.
Maintained a welcoming and hospitable environment for all customers, fostering positive interactions and enhancing the overall brand experience.
Built strong customer relationships, actively encouraging repeat business and contributing to enhanced brand loyalty.
Responded promptly to customer inquiries and efficiently resolved complaints, consistently upholding service quality standards.
Education
University of Nigeria Nsukka
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Bachelor of Science (Hons.)
Physics and Astronomy
Languages
English
Certificates
National Youth Service Corps (NYSC) Certificate
Issued By
National Youth Service Corps
Certificate of Participation
Issued By
Nigerian Bottling Company Limited
Skills
Customer Service & Support
Customer Satisfaction, Inquiry Resolution, Complaint Handling, CRM Systems, Service Quality, Customer Retention, Active Listening, Conflict Resolution.
Team Leadership & Management
Team Leadership, Performance Monitoring, KPI Management, Process Improvement, Cross-functional Communication, Documentation Management, Training & Onboarding, Scheduling.
Communication & Interpersonal Skills
Communication, Interpersonal Skills, Client Relations, Relationship Building, Professionalism, Empathy.
Problem Solving & Critical Thinking
Problem Solving, Critical Thinking, Strategic Prioritization, Efficiency Optimization.
Technical & Administrative
Microsoft Office Suite, Data Entry, Record Keeping, Report Generation, Time Management, Adaptability.