Vanessa Egbeahie
New York,NY
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
2
2
years of professional experience
Work History
Contact Center Representative
Allborogh Home Health Agency
01.2023 - Current
- Educated customers on company systems, form completion, and access to services.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Met customer call guidelines for service levels, handle time and productivity.
- Processed debit and credit card and electronic check payments.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Assisted in training new hires, sharing best practices and contributing to their professional development.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Attended telephone skills and program information training sessions to boost aptitude.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Supported company-wide initiatives such as marketing campaigns or product launches through targeted outreach efforts within the contact center environment.
- Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Customer Service Representative
Specs Logistics
02.2022 - 12.2022
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Documented and detailed calls and complaints using call center's CRM database.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Generated customer service reports to track customer satisfaction.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Approved and terminated customer contracts upon request.
- Trained new personnel regarding company operations, policies and services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered services to customer locations within specific timeframes.
Education
Bachelor of Science -
University of Benin
Benin, Nigeria11.2022
Skills
- Calm and Professional Under Pressure
- De-Escalation Techniques
- Policies and Procedures
- Project management abilities
- Customer Service
- Complaint resolution
- Prospecting skills
- E-commerce
- Building rapport
- Data Entry
- Call Metrics
- Microsoft Office
- Customer Support
- Call Documentation
Languages
English
Native or Bilingual
Timeline
Contact Center Representative
Allborogh Home Health Agency
01.2023 - Current
Customer Service Representative
Specs Logistics
02.2022 - 12.2022
Bachelor of Science -
University of Benin
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