Chiamaka Ekeledo
Calgary,AB
Summary
Customer-focused Professional with a track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Client Services Manager
Canada Revenue Agency
08.2021 - Current
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Interacted with clients on a regular basis to quickly alleviate issues and provide project updates.
- Maintained client files with records of client interactions, client notes, and other information.
- Received, reviewed, analyzed, and researched taxpayer information from internal and external sources to identify and resolve taxpayer accounts requiring corrective action.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Managed over 50 customer calls per day and ensured issues were resolved promptly.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
Customer Experience Officer
JK Michaels Institute
11.2019 - 06.2021
- Built customer confidence by actively listening to concerns and giving resolutions.
- Collaborated with internal stakeholders to close gaps and improve customer experience.
- Attended to customers by responding to their queries and providing guidance where necessary.
- Collected customer feedback and prepared weekly reports to help improve products /services.
- Conducted live chats with potential customers to ensure they were well-informed, and received all needed customer support.
- Resolved customers' complaints by identifying problems and taking appropriate corrective action which increased client retention ratio significantly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Success Manager
70TH Precint Limited
08.2010 - 08.2017
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Collaborated with sales and product teams to address customer success objectives.
Education
Bachelor of Arts - History And Strategic Studies
University of Lagos
2010
Skills
- Customer service
- Relationship management
- Microsoft office (Excel, PowerPoint, Word)
- Customer Retention
- Oral/Written Communication
- Client Campaigns
- Business Services Support
- Client Interactions
- Client Education
- Salesforce/ Hubspot CRM
Certification
Digital Marketing Essentials - Chattered Institute of Marketing (2013)
Timeline
Client Services Manager
Canada Revenue Agency
08.2021 - Current
Customer Experience Officer
JK Michaels Institute
11.2019 - 06.2021
Customer Success Manager
70TH Precint Limited
08.2010 - 08.2017
Bachelor of Arts - History And Strategic Studies
University of Lagos
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