Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Austine Enuonye

Winnipeg

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Results-driven customer relations/customer service offering proven history of achievement during 8-year career. Talented leader with analytical problem-solving and strategic planning expertise. Solid background of consistently addressing customer issues, delivering industry-leading service and implementing scalable approaches. Driven customer service with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions. Diligent customer service with experience managing phone, online and consultative communications with customers. Proactively identified various opportunities and built strong relationships with current and prospective customers. Consistently exceeded customer support and service expectations by resolving issues quickly.

Overview

15
15
years of professional experience

Work History

Customer Service Executive

Airtel/JSK
02.2019 - 08.2023
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Developed working relationships with internal and external customers while assisting with account management duties.
  • Informed customers of upcoming promotions and deals to boost sales.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Provided primary customer support to internal and external customers.

Customer Service Representative

Etisalat Nigeria
01.2013 - 04.2017
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Call Center Agent

Zain Telecommunications
01.2009 - 01.2009
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Education

Master of Science - Public And International Affairs

University of Lagos
Nigeria
07.2015

Bachelor of Science - Library And Information Science

Delta State University.(Delsu)Abraka.
Abraka. Delta State . Nigeria
11.2007

Associate of Science - Diploma in Computer Operations

Delta State University(Delsu Consults)
Abraka Nigeria.
01.2007

Skills

  • Report Preparation
  • Complementary Products and Services
  • Call Control
  • Sales Expertise
  • Customer Queries
  • Providing Feedback
  • Customer Relations
  • Retail Sales Customer Service
  • Active Listening
  • Issue Escalation
  • Inbound Customer Calls
  • Customer Service
  • A working Knowledge of the CRM-customer relationship management tools
  • Book keeping/inventory management reconciliations
  • Stock controlling/monthly stock counting

Languages

English
Professional Working

Timeline

Customer Service Executive

Airtel/JSK
02.2019 - 08.2023

Customer Service Representative

Etisalat Nigeria
01.2013 - 04.2017

Call Center Agent

Zain Telecommunications
01.2009 - 01.2009

Master of Science - Public And International Affairs

University of Lagos

Bachelor of Science - Library And Information Science

Delta State University.(Delsu)Abraka.

Associate of Science - Diploma in Computer Operations

Delta State University(Delsu Consults)

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Austine Enuonye