Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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AGHWANA AMELIA.O.

Oakville,ON

Summary

Experienced Customer Service professional with a strong understanding of service delivery and demonstrated proficiency in multitasking. Committed to cultivating and sustaining professional relationships to enhance profitability and achieve business objectives.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Lilac Street Lashes
04.2022 - 12.2022
  • Handled customer inquiries and suggestions courteously and professionally, achieving a customer satisfaction rate of 90%.
  • Responded to customer queries regarding product usage, achieving a response rate of 80% within an 8 hours shift.
  • Handled constant flow of customer live chats with minimal wait times.
  • Maintained up-to-date knowledge of product changes.
  • Educated customers about billing, payment processes, and support policies and procedures.
  • Used Gorgias to document and respond to customer requests.
  • Handled inventory and shipment updates using ShipBob.
  • Encouraged interest in new product lines and strengthened customer retention by developing and providing distinctive discount choices.
  • Maintained company and customer information via Shopify
  • Actively listened to customers, handled concerns quickly, and escalated major issues to the next line of support.

Technical Support Engineer

Tek Experts Nigeria
10.2020 - 06.2022
  • Served as a primary point of contact, and provided advanced specialized support and long-term solutions for clients, resulting in a customer satisfaction rate of about 80%.
  • Addressed support inquiries from end-users and patiently guided individuals through basic troubleshooting tasks remotely.
  • Collaborated across teams to provide support as needed to resolve customer problems on products like M365, and Windows 8-11.
  • Conducted a detailed root cause analysis of reported issues to enact corrections.
  • Removed malware, ransomware, and other security threats from laptops and desktop systems.
  • Collaborated closely with senior support engineers and subject matter experts as needed for additional assistance.
  • Offered remote clients expert guidance on the installation and seamless integration of new hardware components and software.
  • Handled advanced troubleshooting and provided solutions to Network Windows Server Installation, Windows Activation, Setup, and configuration.

Vendor Services Representative

Jumia Nigeria
03.2019 - 05.2020
  • Responded promptly to inquiries from sellers via email and phone calls, achieving a response time of 5 minutes and a vendor satisfaction rate of 90%
  • 90% vendor satisfaction was achieved by using active listening and effective communication skills to understand client's needs, educate sellers on updated policies and processes, and tailor solutions to meet their individual needs
  • Promoted sales of products and services to vendors
  • Documented seller information accurately and comprehensively in Salesforce
  • Managed sellers' sales on the platform
  • Exhibited high energy and professionalism when dealing with clients and staff.

Brand Manager

Kafumukache Limited
01.2017 - 05.2018
  • Produced the company's publicity materials and compiled the needed materials for the company's presentations.
  • Organized events such as product launches, exhibitions, and photo shoots.
  • Planned publicity strategic campaigns and recommended the most suitable options.
  • Monitored market trends and identified potential areas in which to invest.
  • Analyzed the success of publicity campaigns and created detailed reports.
  • Established and nurtured relationships with key stakeholders, vendors, and industry influencers to foster positive brand experiences.

Customer Service Representative Intern

Guaranty Trust Bank
09.2016 - 11.2016
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.

Education

BSc Mass Communication -

Covenant University
Ota, Ogun State
01.2016

Skills

  • Data Entry
  • Time Management
  • Account Updating
  • Customer Relationship Management
  • CRM Software
  • Problem-Solving Abilities
  • Product Education
  • Microsoft Office Suite
  • Technical Support
  • Documentation
  • Customer Service
  • Account Management

Accomplishments


  • Telephone Service - Professionally processed 100+ calls per day within a 3-minute handling time, providing information and service to ensure customer satisfaction.
  • Consistently ranked in the top 75% of customer service reps for quality and first-contact resolutions.
  • Promoted to Point of Contact for handling technical troubleshooting with professionalism and empathy over a 6-month period.

Languages

English
Native or Bilingual

Timeline

Customer Service Representative

Lilac Street Lashes
04.2022 - 12.2022

Technical Support Engineer

Tek Experts Nigeria
10.2020 - 06.2022

Vendor Services Representative

Jumia Nigeria
03.2019 - 05.2020

Brand Manager

Kafumukache Limited
01.2017 - 05.2018

Customer Service Representative Intern

Guaranty Trust Bank
09.2016 - 11.2016

BSc Mass Communication -

Covenant University

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AGHWANA AMELIA.O.