Customer Service Call Center, Customer Service Rep, Customer Support

Ifunanya Obiorah

Houston, TX ***** *******.****@*****.*** 832-***-****

Education

Texas Tech University

Bachelor of Science

GPA: 3.2/4

May 2017 Lubbock, TX

Work Experience

Customer Service Associate Daimler Trucks Nov 2023 - August 2024

Cut back on complaints 40% by initiating new call script to meet customers’ most urgent needs.

Created and maintained customer loyalty through excellent customer interactions.

Engaged with customers to provide a positive customer experience, by answering questions and resolving complex customer inquiries.

Welcomed new customers and transferred warm leads to sales department.

Participated in on-going training and development.

Leveraged excellent communication and public speaking skills to de-escalate issues and provide high-level customer service experiences.

Customer Success Agent Taunix System Nov 2021 - July 2022

Developed process for inventory cataloging system that saved 50% on processing time of new inventory.

Communicates with customers to create great service environment, answering client questions and handling inbound communication calls.

Exhibits perseverance and ability to overcome unanticipated obstacles.

Conducted a revenue/cost analysis to determine economically viable wells

•Presented data to executive team on the business value and returns of an oil well

•Analyzed and documented oil production in wells to diagnose any identified well problems

Customer Service Rep Sitel June 2017 - August 2021

Performed call center duties for an internet and phone service company.

Answered approximately 30+ customer calls and online inquiries in a calm, courteous, and professional manner.

Managed workspace with the most up to date technology in headsets, microphones, laptops, and computer software such as Zoom and Skype.

Kept and updated a secure and well-organized spreadsheet with confidential information regarding customer addresses, phone numbers, and credit card numbers.

Addressed non-English speaking customers in their native languages.

Discussed internet and telephone service issues with customers pertaining to billing, connectivity, and power outages.

Reported to supervisor any difficulties in dealing with customers.

Customer Assistant (call center) Bank of America August 2015 - May 2017

•Answered phone calls and provided clear and straightforward information to callers.

•Created and labeled spreadsheets that contained information pertaining to schedules and meetings.

•Maintained a cordial disposition when greeting both clients and staff.

•Distributed letters and packages delivered to office to the proper recipients.

•Participated in staff meetings and kept records of minutes.

•Issued name badges to visitors.

Skills

Communication.

Active listening.

Empathy.

Warmth.

Problem-solving.

Dedication.

Time management.

Stress management.

Technical Assistant Shalom Home health Services

May 2013 - March 2015 Dallas, TX

•Gathered requirements and created business requirement documents used by IT to implement project

•Ensured the security of customer confidential information in accordance with internal compliance policies by implementing cloud technology

•Organized raw data to create efficient analysis of client account

•Managed phone lines to troubleshoot client accounts

•Maintain computer equipment and software to ensure secure and efficient operations

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