Alex Chibuzor Ukaegbu
Sydney,NS
Summary
Energetic customer service leader offering exceptional knowledge of call center procedures and customer satisfaction strategy demonstrated across three years of progressive industry performance. Superior history of providing effective staff direction to improve or handle complex issues. Well-positioned to manage customer escalations to resolve issues and improve service.
Efficient dispatcher with substantial experience in managing fleet and personnel operations. Proven track record of effectively coordinating staff and resources for seamless communication. Strong problem-solving skills and commitment to promptly resolving issues.
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Proven track record of maintaining efficient office operations. Expertise in scheduling and coordinating meetings, managing travel and expense reports, and transcribing minutes.
Overview
6
6
years of professional experience
Work History
Call Center Team Leader
Vision Research Inc
2022.07 - 2023.11
- Collaborated with other departments to resolve complex customer issues, ensuring overall company success and client satisfaction.
- Partnered with management on strategic initiatives aimed at enhancing overall business effectiveness through improved customer engagement and team performance.
- Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
- Communicated frequently and openly to motivate team members and drive goal achievement.
- Improved customer satisfaction ratings by consistently providing high-quality support and addressing customer concerns in a timely manner.
Emergency Roadside Assistant
The Sydney Call Center
2019.06 - 2021.10
- Maintained high-quality service standards with thorough knowledge of vehicle systems and repair techniques.
- Led preventive maintenance, safety inspections and annual maintenance inspections.
- Notified supervisor of potentially dangerous equipment to take corrective action.
- Ensured timely completion of daily tasks by effectively managing time and prioritizing assignments based on urgency.
- Developed strong relationships with local towing providers, streamlining coordination efforts for faster response times during emergencies.
- Collaborated with team members to streamline operations and improve overall efficiency in the field.
- Provided reliable follow-up support after the initial emergency assistance, ensuring that customers were satisfied with the services received.
- Contributed to company-wide safety initiatives by carefully monitoring incident reports and providing necessary resources to responders.
- Participated in ongoing dispatcher trainings to stay abreast of industry trends and best practices for roadside assistance services.
- Utilized GPS technology to accurately locate stranded motorists, expediting the assistance process.
- Coordinated with tow truck drivers and service providers, ensuring efficient and timely assistance to stranded motorists.
- Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from both clients and colleagues.
- Provided compassionate support for distressed callers, calming their nerves while obtaining essential information for proper assistance coordination.
Office Assistant
Middle River Aviation
2018.01 - 2018.09
- Completed clerical tasks such as filing, copying, and distributing mail.
- Interacted with customers by phone, email, or in-person to provide information.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Contributed to a positive work environment by fostering open communication among colleagues.
- Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.
- Organized events and meetings to maximize capacity and keep event venues running smoothly.
- Monitored security to help maintain equipment, data and information safety.
Education
Bachelor of Science - Petroleum Engineering
Cape Breton University
Sydney, NS05.2024
High School Diploma -
Overlea High
Baltimore MD07.2018
Skills
- Team Management
- Escalation Handling
- Call Routing
- Workforce Planning
- Call Center Customer Service
- Quality Assurance
- Quality controls
- Employee Development
- Attendance Tracking
- Front Desk Operations
- Clear Communication
- Front Desk Management
- Telephone reception
- Call Management
- Clerical Support
- Reliability and punctuality
- Quick Decision Making
- Patience and Calmness
- Dispatch Software Familiarity
- Customer Service
- Critical Thinking
- Creative Thinking
- Decision-Making
- Microsoft Office
- Team Work Scheduling
- Training and Development
- Paperwork Processing
- Traffic Monitoring
- Customer Request Management
- Records Maintenance
- Positive Attitude
- Time Management
- Data Entry
- Administrative Support
- Office Administration
- Document Management
- Schedule Management
- Mail Sorting and Distribution
- Payment Processing
- Strategic Planning
- Report Writing
- Technical Support
- Business Administration
- Automotive diagnostics
- Incident documentation
- Mechanical expertise
- Strong Work Ethic
- Active Listening
- AutoCAD
- Team Leadership
- CAD Drafting
- Research and Development
- Graphic Design
- Process Automation
Languages
English
Native or Bilingual
Timeline
Call Center Team Leader
Vision Research Inc
2022.07 - 2023.11
Emergency Roadside Assistant
The Sydney Call Center
2019.06 - 2021.10
Office Assistant
Middle River Aviation
2018.01 - 2018.09
Bachelor of Science - Petroleum Engineering
Cape Breton University
High School Diploma -
Overlea High
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