Service Representative Customer

Itohan Jacqueline Idugie

Email: ***********@*****.*** Phone: 980-***-****

Objective:

To secure a customer service representative position that will allow me to utilize my skills and experience to provide exceptional customer service and contribute to the success of the company.

Summary:

Highly motivated and experienced customer service representative with a proven track record of success in handling customer inquiries, resolving complaints, and providing excellent customer service. Skilled in using customer service software and tools such as Microsoft office, Excel, CRMs and ticketing systems. Excellent communication skills, both verbal and written, with the ability to remain calm and professional in difficult situations.

Work Experience:

Dimo Deals

Customer Service Representative 2021-present

Handled customer inquiries and complaints via phone and email.

Resolved customer issues promptly and efficiently, maintaining a 90% customer satisfaction rating.

Provided product information to customers and processed orders and returns.

Collaborated with other departments to resolve complex customer issues.

Maintained accurate customer records and data in the company CRM system.

Trained new customer service representatives on company policies and procedures.

HSN (Home Shopping Network)

Senior Customer Service Representative 2019-2021

Managed a team of 5 customer service representatives, ensuring excellent customer service standards were maintained.

Oversaw the implementation of a new CRM system, which improved response times and customer satisfaction by 20%

Handled escalated customer complaints and issues, successfully resolving them to the customer's satisfaction.

Conducted regular training sessions for the team, improving their product knowledge and customer service skills.

Collaborated with the sales team to provide support and follow-up on leads.

Developed and implemented new customer service policies and procedures, improving department efficiency by 15%

Cox Communications

Customer Service Manager 2016 - 2019

Led a team of 10 customer service representatives, overseeing their day-to-day activities and ensuring excellent customer service standards.

Managed the company's social media accounts, responding to customer inquiries and complaints in a timely manner.

Analyzed customer feedback and implemented changes to improve customer satisfaction by 25%

Oversaw the implementation of a new ticketing system, reducing response times and improving overall customer experience.

Collaborated with other departments to develop new products and services, providing input on customer needs and preferences.

Conducted regular training sessions for the team, focusing on communication skills and conflict resolution.

Skills:

Empathy and active listening skills: The ability to understand and relate to a customer's situation and needs, and to actively listen to their concerns.

Multitasking skills: The ability to manage multiple tasks and inquiries simultaneously, while maintaining a high level of accuracy and attention to detail.

Time management skills: The ability to prioritize tasks and manage time effectively to ensure timely response to customer inquiries and requests.

Conflict resolution skills: The ability to de-escalate difficult situations and resolve conflicts in a professional and courteous manner.

Sales skills: An understanding of the company's products and services, and the ability to identify and communicate opportunities for sales and upsells.

Technical skills:

Microsoft Word

Excel

PowerPoint

Jira/Confluence

Education:

BSc Agricultural Economics & Extension Services (2007)

Certifications:

Certified Customer Service Professional (CCSP)

Microsoft Office Specialist (MOS)

References: Available upon request

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