IJEOMA DOMINIC

ad0905@r.postjobfree.com 862-***-**** Newark, NJ

Customer service professional with 5 years of experience providing excellent service and resolving issues for customers in various industries utilizing CRM systems like Salesforce, Zendesk, and HubSpot. Skilled at building rapport, managing complaints, and exceeding customer satisfaction goals. SKILLS: Customer Service, Customer Support, CRM Software (Salesforce, Hubspot, Zendesk, Zoho), Performance Metrics & KPIs, Training & Onboarding, Customer Retention, Data Entry & Management, Sales, Cross-selling & Upselling, Conflict Resolution, Communication, High Volume, Call Center, Product Knowledge, Multitasking, MS Office, Positive Attitude, Multichannel Support, Troubleshooting, Team Management, MS Teams, Slack, Zoom WORK EXPERIENCE

Pharmacy Technician 03/2023 - 06/2023

Restoration Pharmacy Union, NJ

● Accurately filled 95+ prescriptions daily and ensured patients received correct medications by efficiently utilizing Cerner, McKesson and Salesforce to process information.

● Handled insurance claims for 80+ patients per week using Zoho CRM platform; worked closely with providers to guarantee proper coverage and reimbursement through verification of benefits.

● Stocked and organized inventory to maintain medication availability; monitored supply levels and placed replenishment orders proactively.

● Provided patient education on dosage, interactions, and side effects using strong communication abilities and product knowledge.

Senior Customer Service Representative (Remote) 11/2021 - 01/2023 Cevon Beauty Wellness and Domestics Imo, NG

● Resolved over 100 complex technical issues monthly through troubleshooting, investigation, and targeted solutions documented in Zendesk.

● Developed trusted relationships with customers through active listening, empathy, and clear communication resulting in a 20% improvement in customer satisfaction and retention.

● Onboarded 15 new representatives by conducting comprehensive training on systems, knowledge, and company policies to set them up for success.

● Consistently met response time KPIs by prioritizing urgent issues and follow-up. Customer Service Representative II (Remote) 10/2020 - 11/2021 Cevon Beauty Wellness and Domestics Imo, NG

● Delivered knowledgeable and friendly customer service to over 3,000 customers through phone, email, and chat platforms while assisting them with account and order inquiries using Salesforce CRM.

● Improved first contact resolution rates by 15% through active listening, analytical thinking, and focused problem-solving.

● Maintained 95% customer satisfaction rating by promptly resolving concerns and providing optimal solutions.

● Handled high call, email, and chat volumes while maintaining quality standards, prioritizing urgent issues and ensuring timely responses.

Customer Service Representative (Remote) 02/2018 - 10/2020 Cevon Beauty Wellness and Domestics Imo, NG

● Created positive experiences by engaging customers, listening to needs, and asking effective questions to provide optimal solutions.

● Researched issues using knowledge base to deliver detailed explanations and guide customers through the resolution process.

● Logged and tracked customer issues within the ticketing system, updating records with outcomes and follow-up actions needed to ensure excellent service.

● Collaborated with team members and managers to escalate complex inquiries and complaints. EDUCATION

Bachelor's of Arts in History & International Studies Hezekiah University