Customer Service Representative
Resume:
CHIAMAKA CHIKWEM
************@*****.***
PERSONAL PROFILE
IT educational background with over 5 years of experience in customer support services including sales and technical support. Familiar with major customer service software, conflict resolution, and possess a positive attitude. Aiming to use my proven skills effectively
EDUCATION
University of Aberdeen, Scotland UK.
MSc Information Technology - 2011
University of Ghana,
B.A information studies and Arts - 2010
SKILLS & AREAS OF EXPERTISE
ITIL
Profound knowledge of all chatting modes and excellent typing skills.
Software Troubleshooting & Problem Solving
Live chat & Email Technical Support
Excellent customer service skills.
Adaptive and flexible to changing technologies, process and environments.
Ability to work and make decisions with minimal supervision.
Strong interpersonal and communication skills.
Well organized and attentive to details
WORK EXPERIENCE
Anker Innovations
June 2021 – Present
Technical support
Responsibilities:
Review incident tickets and respond appropriately within established standards; create call tickets & resolve open tickets in a timely and professional manner, ensuring a positive client experience
Provide technical support to end users including installation, basic usage, and appropriate service level to warranty.
Troubleshoot and resolve customer issues, such as identifying user errors, unit issues, and network related problems over the phone or by email
Establish patterns to reoccurring issues and provide input to development teams
Solved 99% of tech support tickets without needing to escalate to Level 3 tech support engineers.
Recruiter.com (24/7ai)
November 2020 – May 2021
Tier II Mobility manager
Responsibilities:
Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by a local support team
Promoting opportunities for two-way communication
Keeping customers informed of process and procedural changes
Offer support and solutions to customers via chat, social media and calls in accordance with the company’s service policies.
Make outbound calls to follow up with customer social media complaints or inquiry.
Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.
Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations
Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products
Working knowledge of computer applications such as Microsoft Office, Gsuite and Salesforce.com
Gmicord Industrial Group, Owerri, Imo State, Nigeria
August 2016 - 2018
Helpdesk support
Responsibilities:
Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.
Partnered with Tier II and Tier III help desk peers to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.
Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary.
Received an average 85% customer satisfaction rating, 15% higher than company average
Pabod breweries
November 2013 - 2016
Technical support
Responsibilities:
Provided technical assistance to customers on inbound telephone tech support calls.
Used remote access to perform troubleshooting when needed.
Walked customers through step-by-step process for troubleshooting hardware issues.
Assisted customers with antivirus program installations and virus removals.
Used good problem-solving skills for troubleshooting problems.
Delivering service and support to end-users via automated call distribution phone software.
Provided basic technical support for clients on a wide range of company products, resolving issues at a 90% rate
Orange mobile, Aberdeen, UK
November 2011 - 2013
Customer service Representative
Responsibilities:
Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services
Trained two new employees in how to use the company software, entering customer data and organizing customer interaction logs
Received an average 85% customer satisfaction rating, 15% higher than company average
Inputting and updating customer’s data in the company’s database.
Resolve problems by clarifying issues, troubleshooting, exploring answers and escalating unresolved issues.
Promote the new products to walk-in customers and and made a sale 80% of the time to both individuals and companies
Maintain stock and inventory.
Process payments in terms of cash, checks and credit cards.
MTN telecommunication Ghana
April 2009 - May 2010
Sales & Service desk support
Responsibilities:
Provide support for over 1000 company employees and customers over the phone or physically going to resolve the issue.
As a member of the 3G network helpdesk, I was responsible for responding to and resolving 3G helpdesk related issues / complaints received from the customers.
Promote the new 3G products to walk-in customers and record orders.
Maintain stock and inventory.
Process payments in terms of cash, checks and credit cards.
Afribank Nigeria PLC, Imo State, Nigeria
May 2008- August 2008.
Customer service intern
Responsibilities:
Printing /issuing of cheque books to customers
Assessing/updating of customers balances in the system
Creating of newly opened accounts in the system
Provide direct customer services by informing them of products and services.
Ensure that customers are directed to the appropriate aisle.
Handle and resolve customer’s complaints.
Contact this candidate