Customer Service Continuous Improvement

CAREER OBJECTIVE

Eager to contribute as a dedicated team player, I possess a fervent determination to enhance the operational effectiveness of any organization I join. My goal is to acquire knowledge, develop expertise, and refine leadership skills, thereby fostering continuous improvement within the team and the overall functioning of the organization. With a strong commitment and adeptness in managing diverse tasks simultaneously, I assure you of my reliability in aiding your company or organization in attaining its objectives. My passion lies in optimizing processes and fostering a collaborative environment, making me a valuable asset dedicated to the success and growth of the team. SKILLS

Effective oral and written communication skills

Good interpersonal skills.

Time management.

Customer Service Management

Proficient in Microsoft Office Suite

Ability to work with little or no supervision

Great leadership and people management skills

Ability to multi-task

Willingness to learn and assist others

EDUCATION

Bachelor Agriculture

University of Uyo, Uyo

2022

SSCE

Kinsol High School, Lagos

2013

First School leaving certificate

Air Force Primary School, Jos

2007

Ukpe, Queen-Esther Emmanuel

*************@*****.*** +234********** Lagos, Nigeria https://www.linkedin.com/in/queen-esther-ukpe-a5261a21a 1 / 4

PROFESSIONAL EXPERIENCE

CUSTOMER SUPPORT

ICAN Online Tutors

2022 – present

•Handle incoming customer inquiries via phone, email, or chat in a professional and courteous manner.

•Address customer concerns, complaints, and requests promptly and efficiently.

•Ensure a positive customer experience by actively listening and empathizing with customers.

•Offer appropriate solutions and alternatives to resolve customer issues.

•Handle customer interactions and transactions:

•Process customer orders, returns, and exchanges accurately and efficiently.

•Assist customers with product information, pricing, and availability.

•Provide guidance and support in navigating our company's website or online platforms.

•Collaborate with admin teams such as branding and marketing and technical support, to address customer

• inquiries and resolve issues.

•Communicate customer feedback, trends, and recurring issues to relevant teams for continuous

• improvement.

•Stay informed about our company's products, services, promotions, and policies.

•Continuously enhance product knowledge to effectively address customer inquiries and provide accurate

• information.

•Document customer interactions, transactions, and inquiries accurately and comprehensively.

•Generate reports on customer feedback, trends, and issues for management review.

•Provide suggestions for improving customer service processes and enhancing customer satisfaction. NYSC INTERN

Lagos State Ministry of Agriculture

2022 – 2023

•Implement and enforce health and safety protocols to maintain a safe working environment..

•Conduct regular performance evaluations and provide feedback to team members to enhance their growth and development.

•Supervise, train, and motivate a team of farm workers, providing guidance and support to optimize their performance.

•Coordinate with the farm manager to schedule and prioritize equipment maintenance and repairs.

•Optimize the use of resources, such as water, fertilizers, and pesticides, while adhering to sustainable farming practices.

•Monitor crop growth, identify potential issues, and take corrective measures to ensure optimal plant health and yield.

•Conduct regular quality inspections to maintain product standards and compliance with industry

•regulations.

•Collaborate with the farm manager to develop and implement strategies for pest and disease control.

•Maintain accurate and up-to-date records of farm activities, including planting dates, crop yields, labor hours, and equipment usage.

•Identify areas for improvement and make recommendations to enhance farm efficiency and profitability.

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CUSTOMER SERVICE REPRESENTATIVE

The Perfect Cakes and Sugar Arts Studio

2021 – 2022

•Maintaining a positive, empathetic, and professional attitude toward customers at all times.

•Responding promptly to customer inquiries and orders.

•Communicating with customers through various channels.

•Acknowledging and resolving customer complaints.

•Processing orders and requests.

•Keeping records of customer interactions, transactions, comments, and complaints.

•Providing feedback on the efficiency of the customer service process.

•Ensure customer satisfaction and provide professional customer support. COMMUNITY MANAGER (FREELANCE)

Higher Ground Word Fiesta

2020 – 2021

•Coordinate communication,

•Track and follow up on requests, and Reports

•Graphics Designing

INTERN

University of Uyo Teaching and Research Farms

2018 – 2019

•Farm management,

•Crop Production and Protection,

•Livestock Production,

•Agricultural extension services,

•Soil survey and assessments.

LEADERSHIP EXPERIENCE

ICAN Online Tutors

Team Lead, Customer Service Unit

2022 – present

•Supervise and lead a team of customer service representatives.

•Provide guidance, coaching, and support to team members.

•Conduct regular team meetings to discuss goals, challenges, and strategies.

•Identify training needs and organize relevant training sessions for team members.

•Assist team members in handling escalated customer issues or challenging situations.

•Collect and analyze customer feedback to identify areas for improvement.

•Implement changes or improvements based on customer feedback.

•Act as a liaison between the team and upper management.

•Collaborate with upper management to set team goals and objectives.

•Provide regular reports on team performance to management National Association of Agricultural Students

(NAAS)

Special Adviser to the National President of the National Association of Agricultural Students (NAAS) on Academics 2019 – 2021

•Planning of National Convention.

•Planning of Debates and Essay competitions for the Association.

•Organizing Academic Symposium for the Association. 3 / 4

•Organizing academic Webinars for the Association

National Association of Agricultural Students

(NAAS)

Director of Welfare, South-South Zone.

2018 – 2019

•Keep in contact with all members and check up on members frequently.

•Secure welfare provisions for members during the association's zonal and National conventions.

•Team work with other Excos.

Soil Science Students Association (SOSSA)

Financial Secretary; University of Uyo chapter.

2018 – 2019

•Custodian of all financial records and official documents of the association.

•one of the Signatories to the association's account.

•Accountable for every amount that enters and leaves the association's account. Soil Science Students Association (SOSSA)

Vice President; University of Uyo chapter

2017 – 2018

•Standing in for the Association's President when he's indisposed.

•Assisting the President in running the association.

•Organizing courtesy visits.

CERTIFICATES

NATIONAL YOUTH SERVICE CORPS (NYSC)

2023

University of Uyo

2022

JOBBER-MAN SOFT SKILLS TRAINING

2021

REFERENCES

Uduak Amos Eyen, Life Changing Surgeries (LCS) Coordinator, CBN AFRICA *****.****@**********.***, +234**********

Idara Ubong Usen, CEO, The Perfect Cake and Sugar Arts Studio *********@*****.***, +1-778-***-****

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