Customer Service Representative
Resume:
Chika Okoronkwo Nwachukwu
** ****** ** ********* ** 07042 • 646-***-****• *****.*********@**********.***
» Profile
More than 7 years’ successful experience in customer service and support with recognized strengths
•
in account maintenance, problem solving and trouble shooting, sales staff support, and
planning/implementing proactive procedures and systems to avoid problems in the first place.
• Possess solid computer skills.
• Excellent working knowledge Microsoft Excel, WordPerfect, Microsoft Word,
• Ability to train, motivate, and supervise customer service employees.
• A team player, acknowledged as “Total Quality Customer Service Professional.”
• Develop plan, conduct audits and variance analyses, process payroll and payroll tax reports and
filings, and maintain/update accurate inventories.
» Skills/Highlights
• Increased customer retention by 30%.
• Proactive planning led to notable increase in morale in all departments.
• Created customer satisfaction survey, drastically reducing potential problems.
» Professional Experience
Quest Group/Pitney Bowes/UPS New York, NY January 2013 September 2013
Answer phones, respond to customer requests, complete call logs and reports
• Identify, research, and resolve issues using the computer system
• Troubleshoot equipment maintenance via telephone and Email
• Oversee work procedures; ensure that deadlines are met; prioritize workload assignments
• Operate mail, copy, fax and other customer/Pitney Bowes equipment
• Sort, deliver and pick up mail and packages according to established time frames and service
standards
• Created the first performance measurements, chart and statistics and graphs for most functions of
the department.
International House of Pancakes, Irvington, NJ January 2011 August 2012
Customer Service Representative
• Troubleshooting, Expediting, Cashier, Server
• Answer phones, respond to customer requests, and reports
• Provide customers with product and service information
• Transfer customer calls to appropriate staff
Costume Supercenter, Edison, NJ August 2011 November 2011
Customer Service Representative/Call Center Inbound
• Answer phones, respond to customer requests, complete call logs and reports
• Provide customers with product and service information
• Developing effective systems to up sell products and services by over 30%
• Transfer customer calls to appropriate staff
• Identify, research, and resolve issues using the computer system
• Follow up on customer inquiries not immediately resolved
Research billing issues and misapplied payments.
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Phoenix Management, Middlesex, NJ January 2011 Decemeber 2011
Call Center Manager Outbound
Making over 200 250 Outbound phone calls within an 8 hour work shift
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Maintaining administrative staff by recruiting, selecting, orienting, and training employees; over
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20 employees maintaining a safe and secure work environment; developing personal growth
opportunities.
Accomplished staff results by communicating job expectations; planning, monitoring, and
•
appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating,
and enforcing systems, policies, and procedures.
Achieved financial objectives by anticipating requirements; submitting information for budget
•
preparation; scheduling expenditures; monitoring costs; analyzing variances which lead the
company to spending less than 40% of the usual and making more than 50%.
Completing special projects by organizing and coordinating information and requirements;
•
planning, arranging, and meeting schedules; monitoring results and also putting in my ideas and
improving the company’s needs.
Support sales reps in opening new accounts and upgrading existing service.
•
Premier Technology, Newark, NJ February 2008 December 2010
Administrative Assistant
• Answer phones, respond to customer requests, complete call logs and reports
• Oversee aspects of general office coordination
• Maintain office calendar to coordinate work flow and meetings
• Maintain confidentiality in all aspects of client, staff and agency information
• Interact with clients, vendors, and visitors
• Open and sort and distribute incoming correspondence, including faxes and email
• Sign for and distribute UPS/FedEx or similarly delivered packages
• File and retrieve organizational documents, records and reports
NJ City University Jersey City, NJ January 2007-December 2007
Customer Service Representative/Call Center manager outbound
• Making over 200 250 outbound calls in an 8 hour work shift
• Accomplishes organization goals by accepting ownership for accomplishing new and different
requests; exploring opportunities to add value to job accomplishments.
Maintains professional and technical knowledge by tracking emerging trends in call center
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operations management; attending educational workshops; reviewing professional publications;
establishing personal networks; benchmarking state of the art practices; participating in
professional societies
Maintaining administrative staff by recruiting, selecting, orienting, and training employees; over 20
•
employees maintaining a safe and secure work environment; developing personal growth
opportunities.
Accomplished staff results by communicating job expectations; planning, monitoring, and
•
appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating,
and enforcing systems, policies, and procedures.
Achieved financial objectives by anticipating requirements; submitting information for budget
•
preparation; scheduling expenditures; monitoring costs; analyzing variances which lead the
company to spending less than 40% of the usual and making more than 50%.
Support sales reps in opening new accounts and upgrading existing service.
•
Completing special projects by organizing and coordinating information and requirements;
•
planning, arranging, and meeting schedules; monitoring results and also putting in my ideas and
improving the company’s needs.
New Jersey City University Business Management
Education
Contact this candidate