About emeka chukwurah

  • Academic Level Degree Bachelor
  • Age 28 - 32 Years
  • Salary 1850
  • Gender Male
  • Industry Management
  • Viewed 23

About me

  • Results-oriented Customer Service Professional with over 2years’ of experience in providing leadership to staff members to deliver high levels of customer service. Hands-on experience in managing the day to day operations of the office to ensure smooth work processes. Currently seeking for a position in a fast-paced environment to utilize extensive experience in performing general administrative duties, including clerical, organizational, and related tasks, bringing hardworking attitude and demonstrated integrity.

Education

Experience

  • 2019 - Present
    ISN Products Nigeria Ltd

    Customer Service Executive

    Responsibilities • Maintaining a positive, empathetic, and professional attitude toward customers at all times. • Responding promptly to customer inquiries. • Acknowledging and resolving customer complaints. • Keeping records of customer interactions, transactions, comments, and complaints. • Provided feedback on the efficiency of the customer service process. • Ensured customer satisfaction and provide professional customer support. • Prepared quotations, service contracts and handled the proper filing of engineering service reports. • Conducting periodic surveys to gauge customer satisfaction. Achievements • Oversee the customer on boarding process. Achieved 83% satisfaction rate of customers after on boarding and spearheaded strategies to increase the satisfaction rate to 95%. • Provide sales and business support. Achieved 86% increase in fully processed reagent sales orders from previous year. • Customer service operations improvement. Achieved a 10% reduction in the operational cost of the department in comparison with the previous year and implemented strategies for call tracking and automation of internal processes. • Modified the feedback process of on time and in full delivery tracking and recommended strategies that improved customer satisfaction by 13%. • Customer retention & follow up. Pioneered the “leave no customer behind” project and successfully reactivated 15% of the assigned dormant customers. • Ensured the proper documentation and resolution of 95% of customer complaints within designated TAT.

  • 2018 - 2019
    Visacheck Ltd

    Customer Service Executive

    Responsibilities • Assisted in setting up the customer service unit and establishing protocols for customer complaint resolution • Managed the company\'s customer base through proactive outreach and follow-up • Engaged in efforts to identify challenges within our customer base and potential risk to retention • Performed weekly analysis of customer complaints, inspection volumes, fail/pass rates and proffered solutions on how service delivery can be improved. Achievements • Increased vehicle resource list by 60% by conducting search for appropriate vehicles, vetting and updating the resource database. • Achieved over 50% customer satisfaction by setting up the customer service unit and establishing protocols for customer complaint resolution • Effectively reduced 40% error and false pass rates by performing daily quality control checks on inspection reports submitted by partner centres.

Expertise

Microsoft office suite

Languages

English
Intermediate

Skills