Customer Service Representative
Resume:
Sixtus Ugwunali
Brooklyn
***************@*****.**
m
PROFESSIONAL SUMMARY
Customer-focused service representative skilled in employing innovative approaches to resolve intricate issues and retain existing customer and clients. Proficient in developing effective and quality-driven systems, seeking a customer service position as a customer service representative / Customer Service and Customer Success Manager being with a company that encourages professional growth and allows employees to contribute to the organization's success through their skills.
Experience
SEPTEMBER 2023 TILL PRESENT
• Dogwood of Grayson, Grayson GA Team Lead Customer Care.
• Ensure a high level of customer satisfaction and perform a variety of task such as resolving complaints, providing instructions, answering or referring inquiries and implementing procedures.
• Develop and maintain positive customer relationships
• Communicate complex technical jargons to simple understandable language
• Assist with customer’s complaints and guide through the process
• Work independently under established procedures to accomplish assigned goals
helping to ensure brand consistency across marketing materials
• Help clients and customers understand what a company offers
• Planning and directing PR programs
• Demonstrated expertise in addressing customer inquiries about tax preparation, software navigation, and troubleshooting on the Quick books application.
• Helping marketing teams tell effective brand stories
• Respond to information requests from clients and members of the media
• Manage inbound and outbound customer interactions via phone, email, and chat.
• Demonstrate a high level of professionalism in all correspondence, ensuring positive customer experiences.
• Utilize strong computer skills to access information from multiple sources and navigate various software programs.
• Answer customer inquiries, resolved issues, and provided technical support as needed.
• Employ effective questioning and listening skills for efficient telephone communication
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment • Proper process Documentation for referral purpose.
• SEPTEMBER 2022 TO JULY 2023
• ClaimCor Solutions, Tampa, FL- Customer Success Associate
• e Responded to customer inquiries via phone, email, and chat in a timely and courteous manner.
• Assisted customers in troubleshooting product or service issues, providing step-by-step guidance and solutions.
• Maintained accurate records of customer interactions and transactions using CRM software.
• Collaborated with other departments to escalate and resolve complex issues efficiently.
• Participated in ongoing training to stay updated on product knowledge and customer service best practices.
• AUGUST 2018 -SEPTEMBER 2022
• Property Express _ Thebestirs, Irvin, Texas = Customer Success Associate
• e Conducted in-depth analysis of customer service data, identifying patterns and trends to improve overall customer satisfaction.
• Generated reports and dashboards to present key performance indicators and insights to management.
• Collaborated with customer service teams to develop and implement process improvements based on data analysis.
• Conducted root cause analysis for customer escalations, working closely with relevant departments to implement corrective actions.
• Provided recommendations for training programs and resources to enhance customer service representative performance.
• 2
• JANUARY 2016 AUGUST 2018
• Department OF Homeland Security Washington, DC- Customer Support Associate
• Handled a high volume of incoming customer calls, addressing inquiries, and resolving issues in a courteous and efficient manner.
• Utilized ticketing systems to prioritize and manage customer requests.
• Assisted in developing and updating customer service scripts and guidelines.
• Participated in ongoing training to stay informed about product updates and service protocols. • Collaborated with cross-functional teams to escalate and resolve complex customer issues.
• Education
• BSC - University of Lagos Nigeria
• CERTIFICATIONS
• State Farm Auto Certification
• e State Farm Property Certification
• Writing Flood Claims
• Audatex Software
• Computer Based Vehicle Estimate Evaluation
• NFIP Certification
• Salesforce
• SKILLS
• Clear and effective communication with clients and team members.
• Ability to think logically and empathetically
• Ability to solving problems adjust strategies based on customers clients needs.
• Ability to work as part of a team and support other departments using CSM systems effectively.
• Ability to implement new procedures and policies.
• Familiarity with Dynamics CRM, Zendesk Salesforce and tools.
• Ability to manage track and analyze customer data to derive insights in for successful customer. retention and reduce churn
• Ability to Understand sales processes and marketing strategies to aling CRM/ CSM activities with business goals.
Contact this candidate