Customer Service Front Desk

Eko Princess Ozowe

+1-437-***-**** ***.*****@*****.*** www.linkedin.com/in/eko-princess-ozowe/

Customer Service Associate / Contact Center Representative / Front Desk Staff

Summary of Qualifications

A customer service manager with passion for optimizing gains from customer service experience

Over 8 years of relevant customer service experience across multiple areas of customer relationship management

Seasoned professional with special abilities to train, motivate and implement results-oriented customer initiatives

Proficient in managing customer relationships, contact centre, customer centric products, customer data analysis, project management and implementing customer centric programs

Provided excellent customer service with 40 inbound calls per day.

Very comfortable working with MS Office Suite (Word, Excel, Power Point, Outlook) and CRM software.

Professional Experience

Customer Service Salesclerk September 2023-Now

Pro-Motions Ltd, Toronto, ON

Increased product sales by 90% through effective product demonstrations and persuasive communication

Represented the company at various events, trade shows, and promotional campaigns

Engaged with customers, provided product information, and answered inquiries

Assisted customers with product selection, provided recommendations, and processed transactions

Implemented a customer loyalty program, resulting in a 70% increase in repeat customers

Collected and analyzed customer feedback, resulting in the implementation of key product improvements

Assisted an average of 100 customers daily, providing exceptional customer service and product knowledge

Collaborated with team members to achieve sales targets and meet customer needs

Resolved customer concerns and ensured customer satisfaction

Customer Service Advisor/Front desk Receptionist 2023-2024

Fife House & PWA, Toronto, ON

Scheduled appointments and maintained accurate records of client interactions

Collaborated with other teams to ensure seamless service delivery

Participated in training sessions to stay updated on HIV/AIDS-related issues and services

Participated in fundraisers as well as receiving and documenting feedback

Collaborated with team members to develop fundraising strategies and promotional materials

Engaged with potential donors and sponsors to secure financial support for the organization

Managed donor databases and maintained accurate records of contributions and donor information

Utilized social media platforms to raise awareness and promote fundraising campaigns

Customer Service Associate 2023

Leons Furniture, Toronto, ON

Processed customer accounts, filed documents and handled customer complaints by providing appropriate solutions and alternatives quickly

Handle incoming customer inquiries via phone, email, live chat, or social media, providing information, answering questions, and resolving issues in a professional and timely manner.

Managed customer database records, drafted status reports on customer service issues, and kept records of customer interactions

Handled the ordering of replacement parts and dispatching of service technicians as well as analyzing their reports

Received and responded to customers’ service requests in-person

Assisted callers with web navigation and any inquiries about the website.

Accurately log customer interactions, inquiries, and feedback in the customer relationship management (CRM) system.

Followed-up with manufacturers and service providers as regards customer’s claims and warranty

Entered credit memos and miscellaneous credits for customers based on discounts earned or from damage allowance

Organized where ordered replacement parts are stored and reaching out to customers for swift pick-up and dispatch

Customer Service Manager 2018-2022

PrinceszFrontal Global Resources, Port Harcourt, Nigeria

Founded the start-up and grew it from one employee to five employees

Met 95% of customers’ demands and resolved over 98% of customers’ issues

Co-ordinate the call center and resolve all client’s requests timely and professionally

Created an effective administrative office that hired the best local talents possible

Coordinated monthly revenue sales drive that led to the outfit attaining profitability status in less than nine months of its operations

Negotiated deals with manufacturers in China and Vietnam for the sourcing of our own branded high-end products for women like hair treatment and extensions, wigs, bags, shoes, and perfumes

Meet or exceed key performance indicators (KPIs) such as call handling time, customer satisfaction, and resolution rates.

Customer Service Manager/Administration 2013-2018

Fountain Transport Nigeria Ltd, Port Harcourt, Nigeria

Coordinated strategies that led to the increase in sales by 30% YOY through calls

Introduced cold calling of customers and clients as a marketing strategy

Developed initiatives and workable ideas used in promoting the brand

Conducted sales promotional campaigns in the city of Port Harcourt that led to increased brand awareness

Coordinated daily operations and supervised supporting staffers

Coordinated driver management and enforced all safety procedures and policies - 100%

Coordinated journey management effectively with no fatalities of commuters

Reduced operating cost of each vehicle in the fleet by 40% with the installation of tracking system

Received inbound calls, took bookings for customers and assist client in website navigation

Meet or exceed key performance indicators (KPIs) such as call handling time, customer satisfaction, and resolution rates.

Customer Service Assistanf Manager 2006-2013

Christ Embassy International, Abuja & Port Harcourt, Nigeria

Coordinated all partnership units and ensured that they met over 90% of their targets

Coordinated the call center and ensured that all clients’ requests were met with over 70% success

Established “The Inner-City Mission” in Abuja, Nigeria in 2007 and coordinated its activities (it was awarded “the best partnership unit” same year)

Executed special projects – like feeding 1,000 less privileged children, provided back-to-school items for 5,000 children

Increased overall partners commitment from 50% to 80% through effective customer relationships

Led planning and organization of celebrations ranging from birthdays to weddings, and award ceremonies for the entire organization

Planned and executed exhibitions of all partnership arms quarterly

Increased data capturing speed, data reconciliation process, error tracking and analysis by 80%

Assisted client with website navigation and how to make payments via the web.

Processed all client transactions timely and updated all client records effectively.

Education

Bachelor of Technology in Food Science & Technology August 2005

Federal University of Technology, Akure, Nigeria

Certifications & Trainings

Proficiency in English CELPIP 2024

Diploma in Customer Service (Advanced Learning) 2021

Alison Certifications, UK

Customer Service Skills (Advanced Learning) 2021

Alison Certifications, UK

Contact this candidate