Customer Service Agent

EKPITE JENNIFER OGHENETEJIRI

Effurun, Delta State, Nigeria.

Mobile: +234 706-***-**** Email: **************@*****.*** http://www.linkedin.com/in/ekpite-jennifer/

PROFILE SUMMARY

I am a conscientious, dedicated, results-driven, and detail-oriented customer service professional, with over 5 years of comprehensive experience in the field. Proven track record of success in roles encompassing telemarketing, cold calling, and customer support. Skilled in building rapport with clients, resolving inquiries, and exceeding service expectations. Adept at leveraging communication expertise to drive sales initiatives and foster customer relationships. Known for delivering exceptional service in a fast-paced environment while maintaining high levels of accuracy and efficiency. Seeking to utilize my experience and skills to add value to a dynamic organization. PROFESSIONAL EXPERIENCE

ALX Support Team – ALX Africa 2024

● Conducted 400 outbound calls to inform them of their admission and prompt them to take action in accepting and logging into their dashboard, which resulted in a 30% increase in student engagement on the platform.

● Provided excellent customer service by addressing inquiries, resolving issues, and assisting 300 students to log in to their dashboard.

● Updated 400 students' information in the database after each call, giving feedback on their responses.

● Collaborated with team members to meet and exceed targets while maintaining high levels of ethics and professionalism. Telemarketing/Cold Calling/Customer Support – Alert Micro Finance Bank 2021

● Conducted over 100 outbound calls every day to promote financial products and services, resulting in a 30% increase in customer engagement.

● Provided excellent customer service by addressing inquiries, resolving issues, and assisting over 50 won clients with account management.

● Updated over 1,000 customers' information in the customer service database after each call, giving feedback on their response.

● Engaged and converted over 60 persons to clients who patronized the organization's services.

● Collaborated with team members to meet and exceed sales targets while maintaining high levels of customer satisfaction.

● Processed over 200 incoming and outgoing emails, and phone calls, ensuring timely response and follow-up actions. Customer Service Officer – Farenow Travels Limited 2018 – 2020

● Delivered exceptional customer care service across multiple channels, exceeding client expectations and resolving issues efficiently, resulting in a 99% satisfaction rating from the business owner.

● Trained 10 new employees and 50 company agents on the use of the company's platform/site.

● Coordinated over 30 travel arrangements for clients, including the booking of flights, hotels, and transportation activities ensuring a seamless travel experience which resulted in a 95% success rate.

● Developed positive relationships with stakeholders, and built new opportunities with both new and existing customers ensuring a 90% level of customer retention at all times.

● Responded to over 1,000 customer inquiries via phone, email, and in person, providing accurate information and resolving issues promptly.

● Maintained a 99.9% accuracy rate on the company's e-commerce website through daily product stock updates and website analytics monitoring.

● Updated over 1,000 customers' information in the customer service database after each call.

● Generated personalized weekly status reports to executives, providing insights that informed business strategies and resulted in significant improvement in customer satisfaction. Career Break 2023- Date

Transitioned from Operations to Technology after identifying a strong interest in analysis and artificial Intelligence. To bridge the knowledge gap, I:

• Immersed myself in the world of technology through extensive reading and study of data analysis and artificial intelligence.

• cleaned, transformed, analyzed, and visualized various data.

• Actively participated in free technology workshops. EDUCATION

• Bachelor of Arts in Mass Communication – University of Nigeria, Nsukka 2011-2015 TRAINING

● Management- Nigerian Institute of Management 2016-2017

● Teamwork Foundations- LinkedIn Learning 2023

● Building Resilience- LinkedIn Learning 2023

● Developing Emotional Intelligence- 2023

● Customer Service – Lily Agency, Coursera and LinkedIn Learning 2021-2024

● Leadership and Communication - 2022

Skills

Soft Skills: Effective Communication, Customer Service Excellence, Telemarketing & Cold Calling, Relationship building, Sales & upselling, Effective Time Management, Emotional Intelligence, Leadership skills, Problem-Solving Abilities, Adaptability & Flexibility, Great listening, Attention to Detail, Teamwork & Collaboration, Critical Thinking, Empathy & Understanding, Detail-oriented, Technical Support, Calendaring, Emailing, Multitasking, Problem Solving & Decision Making, Integrity & Ethical Behavior.

Technical Skills: Customer relationship Management (CRM), Telephony Skills, Call Center Management, Proficiency in Data Entry & Management, Sales Technique, Emailing, and Chat Support skills, Proficiency in Microsoft Office Suits, Social Media Management, Community Management, Customer support, Office equipment’s Operation (printers, scanners, etc.), Internet research Skills, Data Analysis & Reporting, Travel Arrangements & Accommodations Booking, Basic IT Trouble Shooting. Tools: Microsoft Word, Excel, PowerPoint, Outlook, Google Docs, Google Sheets, Google Slides, Google Forms, Gmail, Google Calendar, HubSpot, Microsoft Dynamics CRM, Talk Desk, Zendesk Talk, Zendesk Support, LiveChat, Skype for Business, Google Voice, Zoom Phone, Loom, Google Drive, Asana, Trello, Blueseer, Slack, Microsoft Teams, Canva, WinZip, AI Tools.

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