Blessing Onwuemene
Customer Service Representative
Calgary
Summary
Proven track record in enhancing customer engagement and satisfaction at the National Oil Spill Detection and Response Agency, leveraging CRM software proficiency and exceptional time management. Excelled in cross-selling, achieving notable revenue growth, and fostering positive client relationships through effective communication and complaint resolution. Demonstrated leadership in training peers and improving operational efficiencies.
Overview
7
7
years of professional experience
1
1
Language
Work History
Customer Engagement Representative
National Oil Spill Detection and Response Agency
04.2019 - 02.2025
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Established ongoing partnerships with key stakeholders through proactive communication channels such as email campaigns or phone followups.
- Utilized CRM software effectively for tracking interactions, ensuring seamless communication throughout the organization regarding customer needs and concerns.
- Identified opportunities to upsell or cross-sell products and services, resulting in increased revenue generation while satisfying customer requirements fully.
- Trained new team members on company policies, procedures, and best practices in customer engagement.
- Maintained comprehensive knowledge of product offerings, enabling efficient provision of accurate information to customers.
- Maintained thorough documentation of all customer interactions for reference in future engagements or escalations as necessary.
- Skillfully navigated difficult conversations with professionalism, managing conflicts constructively to preserve brand reputation and maintain positive relationships with clients.
- Contributed towards achieving departmental targets by consistently meeting or exceeding personal performance metrics like call resolution times or first-contact resolutions.
- Supported company-wide initiatives aimed at enhancing overall customer satisfaction through active participation in departmental projects and cross-functional collaboration.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Service Representative
Digital Bridge Institute
11.2017 - 02.2019
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Bachelor of Science - Accounting
NASARAWA STATE UNIVERSITY
KEFFI, NASARAWA, NGA 05.2001 -
Skills
Cross-selling strategies
CRM software proficiency
Call center experience
Microsoft Excel
Time management
Complaint resolution
Customer relations
Multitasking and organization
Timeline
Customer Engagement Representative
National Oil Spill Detection and Response Agency
04.2019 - 02.2025
Customer Service Representative
Digital Bridge Institute
11.2017 - 02.2019
Bachelor of Science - Accounting
NASARAWA STATE UNIVERSITY
05.2001 -
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