Customer Service Specialist

Chimezie Udeogalanya

Katowice, **-*** Poland • **1128935 • ********.***********@*****.***

Professional Summary

An excellent Customer Service Specialist with positive impact to maximize efficiency and achieve company goals. Also analyze a company's performance and identifies opportunities for improvement. A well dedicated, selfless, hardworking, and self motivated personnel, who desires to work individually or with group of team members to achieve core strategic objectives of the company and to provide potential and existing experience with notable strategy to deliver desired results. Also has good sense of humor and open to new challenges and willing to learn new things in any new environment.

Skills

• Computer Proficiency • MS Office

• Microsoft PowerPoint • Computer Network Basic

• Problem-solving ability • Complaint Handling

• Conflict Resolution • Critical Thinking

• Relationship Building • Business Intelligence Tools

• Excel Proficiency • KPI Tracking & Reporting

• Forecasting & Modeling

Work History

Customer Service Representative, 04/2024 to 07/2025 FedEx – Katowice, Poland

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

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Providing accurate information and guidance to our customers via dedicated chat advising our customers on how to use FedEx services and tools.

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Advising our customers on clearance processes form multiply countries helping customers resolve service-related issues by providing accurate, valid and complete information about processes and procedures from multiply countries.

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Identifying new opportunities to grow business with our customers working according to the calendar(s) of European countries.

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• Working together with other teams at FedEx to make every customer experience outstanding.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. Handled escalated issues efficiently, finding satisfactory resolutions for both customers and the company alike.

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Enhanced customer satisfaction by promptly addressing their concerns and finding better issue resolutions to customers complaints.

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Developed strong product knowledge to provide informed recommendations based on individual customer needs.

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Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

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Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients

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Customer Service Advisor, 05/2023 to 04/2024

Concentrix – Katowice

• Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns. Clarified customer issues and determined root cause of problems to resolve product or service complaints.

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• Delivered prompt service to prioritize customer needs. Followed-through on all critical inter-departmental escalations to increase customer retention rates.

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Escalate unresolved or delicate issues to relevant internal teams for a better resolution to their problems.

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• Collect prompt and accurate customer feedback.

• Take ownership of customer issues and finding a better resolution to their issues.

• Responded proactively and positively to rapid change. Analyzed customer service trends to discover areas of opportunity and provide feedback to management.

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Business Performance Associate, 05/2022 to 03/2023 Asseco Poland S.A. – Katowice

• Helping the organization monitor, analyze, and improve its performance across different areas. Track business performance metrics (KPIs) across departments and generate regular reports to highlight progress and areas for improvement.

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Assist leadership in planning and strategy formulation by providing data-driven insights and forecasts.

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Liaise with different business units to gather performance data, understand challenges, and ensure alignment with organizational objectives.

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• Identify inefficiencies and recommend or help implement process improvement initiatives. Build and maintain dashboards for real-time performance tracking and decision-making support.

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• Ensure that performance metrics align with regulatory standards and internal controls, and flag performance-related risks.

Support or coordinate performance-related projects to ensure timely execution and alignment with strategic goals.

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Business Development Team Lead, 02/2017 to 10/2019 ARM Pensions Limited – Aba, Nigeria

Performed effectively in self-directed work environment, managing day-to-day operations and decisions.

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• Stayed current on company offerings and industry trends.

• Generated advertising brochure for vendor use.

• Enhanced team productivity by providing guidance, mentorship, and constructive feedback.

• Set and achieved company defined sales goals.

• Creating an inspiring team environment with an open communication culture.

• Delegating tasks and set deadlines for your internal team.

• Listen to team members' feedback and resolve any issues or conflicts.

• Monitor team performance and report on metrics.

Business Team Leader, 02/2013 to 03/2015

Fidelity Pension Managers – Aba, Nigeria

Adapted quickly to new challenges in market segment, communicating with team members to identify obstacles and implement plans of attack.

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Recruited, developed and retained high-performing associates to build capable sales team consistently out-performing expectations.

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Oversaw risk management efforts to minimize potential threats to project success or profitability.

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• Educated staff on organizational mission and goals to help employees achieve success.

• Responsible for setting the overall direction for their organization. Creating a positive work environment, providing opportunities for growth and development, and recognizing and rewarding employee contributions.

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Build and maintain relationships with various stakeholders, including employees, customers, suppliers, and investors.

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Executive Marketing Officer, 02/2007 to 12/2008

Sigma Pensions Limited – Aba, Nigeria

• Conducted surveillance to detect suspicious activity. Optimized resource utilization by reallocating personnel based on workload assessment resulting in balanced workload distribution among the team members.

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• Conducted regular reviews of operations and identified areas for improvement.

• Coordinated operations with other emergency service groups.

• Providing strategic and tactical execution of creative and engaging marketing campaigns.

• Coordinating promotional activities, events and interviews.

• Creating awareness of new products, brands and services via campaigns and projects.

• Conducting research and analyzing data to identify and define audiences.

• Managing production and performance of multimedia content Education

MBA: Business Management, 06/2024

WSB Akademia - Dabrowa Gornicza, Poland

Bachelor of Science: Business Administration, 07/2013 Madonna University - Okija, Nigeria

Languages

Igbo Language: Native language

English:

Bilingual or Proficient (C2)

Polish:

Elementary (A2)

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