Customer Service Specialist

NKECHI (NK) AMAECHI

- 647-***-**** - **************@*****.*** Milton, Ontario

PROFILE

Enthusiastic and customer-focused call service specialist with over three years cognate experience in delivering exceptional service and support to customers. Exceptional multitasking and time management skills, with the ability to handle a high volume of calls while ensuring quality and efficiency.

COMPETENCIES

Excellent Communication Skills Solution-oriented Empathy

Collaboration and Teamwork Exceptional multitasking skills Time Management Skills

Critical thinking Skills Active Listening Adaptability

Analytical Skills Resilience and Stress Management Customer-Centric Mindset

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EMPLOYMENT EXPERIENCE

CUSTOMER SERVICE REPRESENTATIVE: Echovisionz Multimedia Production Inc (Toronto)

September 2023 – Date

Responding promptly to client’s inquiries via phone calls and escalating to management for leads

Ability to communicate effectively in both written and verbal communication.

Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision

Review Electronic Call Service (ECS) call report and ensure calls were terminated properly

Forward accurate and complete call report to management as required and escalate exceptions.

Provide Personalized Customer Service of the highest level, field and answer inquiries and administer to ECS menu.

Review customers claim information to determine proper next step for processing against client guidelines and service level agreement

Acknowledging customer’s complaints and feedbacks and complaint resolutions where necessary.

Keeping records of customer’s interactions.

Contacting prospective Clientele and winning them to have retainership with the organization.

Ensuring complete customer satisfaction and taking complaints as GIFT for feedback to the organization.

Formulating surveys/experiments based on customer’s feedback for proper decision making.

CUSTOMER SERVICE SPECIALIST - GLOBACOM LIMITED - January 2020 – April 2023

Handled a high volume of 180 daily inbound calls, providing assistance, answering inquiries, and resolving customer issues in a timely and professional manner.

Demonstrated strong product knowledge to effectively address customer questions, promote products and services, and provide accurate information.

Efficiently documented customer interactions, including inquiries, complaints, and resolutions, using the company's CRM system.

Collaborated with team members and supervisors to escalate and resolve complex customer issues, ensuring customer satisfaction and retention.

Consistently achieved and exceeded performance targets, including call handling time, customer satisfaction ratings, and sales quotas.

Participated in ongoing training and professional development programs to enhance product knowledge, customer service skills, and call center best practices.

Collaborated with cross-functional teams, including sales and logistics, to ensure smooth order processing and timely delivery of products

EDUCATION & CERTIFICATIONS

2024 Toronto School of Management

Diploma in Digital Marketing Specialist Co-Op

2002 University of Calabar

Bachelor of Arts - Languages and Linguistics

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