AGATHA IFEOMA OKAY-OHAEGBUCHI

Cambridge Avenue 306-***-****

Regina, Saskatchewan S4N 5N6 adxf3x@r.postjobfree.com

PROFESSIONAL SUMMARY:

Personable and dedicated Customer Service Representative with extensive experience in business process management and telecommunication industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for developing and maintaining positive relationships, cultivating partnerships and growing businesses. Proficient in Microsoft Office; (Word, Excel, PowerPoint, Outlook)

HIGHLIGHT OF SKILLS:

Written and verbal communication

Multitasking and Prioritization

Collaborative Team Player

Project Management Abilities

Promotional Support

Creative Problem Solving

Report Generation

Needs Assessment

Credit Card Payment Processing

Data Entry and Maintenance

English Language Fluency

Responding to Difficult Customers

Call Documentation

Customer Service

Upselling Products and Services

Upbeat and Positive Personality

Calm and Professional Under Pressure

Efficient and Detail-Oriented

Building Customer Trust and Loyalty

Customer Account Management

Transaction Processing

Customer Retention Strategies

Courteous with Strong Service Mindset

Customer Data Confidentiality

Microsoft Office Expertise

Retail Sales Customer Service

Product Organization

Customer Relations

Office Equipment Proficiency

Business Development Understanding

Inbound and Outbound Calling

High-Energy Attitude

Conflict Mediation

Issue and Complaint Resolution

Understanding Customer Needs

EXPERIENCE:

Customer Service Representative

Hinduja Global Solutions (HGS) Canada September 2022- Date

Handle inbound customer inquiries and provide accurate information and assistance.

Resolve customer complaints and issues by identifying the root cause and providing effective solutions.

Provide product and service information to customers, including pricing, features, and promotions.

Maintain a thorough knowledge of company policies, procedures, and products to effectively address customer inquiries.

Update customer accounts with relevant information, such as address changes, billing adjustments, or order updates

Maintain a positive and professional attitude while interacting with customers and colleagues.

Escalate complex or unresolved customer issues to the appropriate department or supervisor.

Follow up with customers to ensure their concerns have been resolved satisfactorily.

Collaborate with team members and other departments to improve overall customer satisfaction and service quality.

Meet or exceed individual and team performance targets, including call quality, response time, and customer satisfaction metrics.

Stay updated on industry trends, product updates, and best practices in customer service to enhance job performance.

Adhere to data protection and confidentiality guidelines when handling customer information.

Continuously seek opportunities for personal and professional development to enhance customer service skills.

EXPERIENCE:

Team lead (Customer Service Representative) October 2008 – December 2022

9Mobile Telecommunication Service

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Problem Solving – Ask questions and empathize with clients. Take ownership of clints issues and collaborate with others to find better solutions

Demonstrated excellent communication skills in resolving product and consumer complaints.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Fielded customer complaints and queries, fast-tracking for problem resolution.

Utilizing Technology – using the knowledge to assist clients in managing their banking needs by introducing them to mobile banking applications.

Customer Interface - Greeted customers upon entrance and handled all cash and credit transactions. Assisted customers over the phone regarding store operations, product, promotions and orders

Assisted customers with making payments or establishing payment plans to bring accounts current.

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Consulted with customers to resolve service and billing issues.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Developed strong customer relationships to encourage repeat business.

Used proven techniques to de-escalate angry customers during telephone interactions.

Explained benefits, features and recommendations to maximize client retention.

Answered inbound calls, chats and emails to facilitate customer service.

Set up and activated customer accounts.

Relayed customer feedback to cross-functional teams to improve products and services.

Rolled out operational improvements and solutions to deliver top-notch customer service.

Exceeded company productivity standards on consistent basis.

EDUCATION:

Imo State University 1998-2001

B.sc: Mass Communication

COURSES/TRAINING:

Customer Service Training

Retail Selling skill Training/Product and Services

Customer Service Management Training.

ACCOMPLISHMENTS:

Sales - Consistently generated additional revenue through skilled sales techniques.

Computed Data Reports - Provided required weekly, monthly and quarterly reports listing sales figures and client track records.

Database Maintenance - Assisted in the managing of the company database and verified, edited and modified members' information.

Market Research - Interviewed clients via market research surveys to identify product issues and customer needs.

Consistently maintained high customer satisfaction ratings.

Led team to achieve sales target, earning recognition from upper management and financial reward.

Developed relationships with 98 new clients and typically exceeded sales goals by 115%.

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