Summary
Overview
Work History
Education
Skills
Timeline
Generic

Chidera Okey-Agu

Winnipeg,MB

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

5
5
years of professional experience

Work History

Technical Support Advisor

Transcom Worldwide Inc
04.2023 - Current
  • Enhance customer satisfaction by promptly addressing technical issues and providing effective solutions.
  • Manage approximately 100 incoming calls per day from customers.
  • Reduce call wait times for customers by efficiently prioritizing support requests and managing time effectively.
  • Improve first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
  • Deliver exceptional service by empathizing with customers' concerns and resolving their problems quickly and accurately.
  • Foster positive relationships with clients through clear communication, active listening, and following up on resolved issues.
  • Escalate high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.

Retail Sales Key Holder

Footlocker
03.2022 - 04.2023
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Greeted all customers cheerfully and asked open-ended questions to ascertain needs.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Facilitated high volumes of cash, credit and gift card transactions, verifying cash drawer balance at end of each shift.
  • Managed day-to-day staffing and handled scheduling for all store employees.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Exceeded targets by building, directing and motivating high-performing sales team.

Customer Solutions Specialist

7x Powered Inc.
10.2021 - 11.2021
  • 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.
  • Recommended products to customers, thoroughly explaining details.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Answered average of 80 calls per day, addressing customer inquiries, solving problems and providing product information.
  • Upsold more products and add ons to generate more revenue.

Retail Sales Key Holder

Fairweather
06.2021 - 10.2021
  • Arrived early to open store and start preparations for the day.
  • Supervised bank deposits and security procedures to support store opening and closing.
  • Accomplished sales goals by engaging customers, delivering top notch service and promoting special items.
  • Operated cash register.
  • Completed point of sale opening and closing functions to enable accurate transaction processing and accounting operations.
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.

Customer Service Representative

Airtel
03.2019 - 03.2021
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Education

Bachelor of Arts - Economics

University of Winnipeg
Winnipeg, MB
10.2024

High School Diploma -

Caleb British International School
Lagos, Nigeria
07.2019

Skills

  • Project management abilities
  • Escalation management
  • Conflict Resolution
  • Documentation
  • Problem-solving abilities
  • Critical Thinking
  • Active Listening
  • Call Center Experience
  • Remote Support
  • Hardware Diagnostics

Timeline

Technical Support Advisor

Transcom Worldwide Inc
04.2023 - Current

Retail Sales Key Holder

Footlocker
03.2022 - 04.2023

Customer Solutions Specialist

7x Powered Inc.
10.2021 - 11.2021

Retail Sales Key Holder

Fairweather
06.2021 - 10.2021

Customer Service Representative

Airtel
03.2019 - 03.2021

Bachelor of Arts - Economics

University of Winnipeg

High School Diploma -

Caleb British International School

Similar Profiles

CREATE PROFILE
Chidera Okey-Agu