Chiemeka Chima
Waterloo,ON
Summary
Dedicated Customer Service Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Arise
07.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Identified and resolved discrepancies and errors in customer accounts.
Client Advisor
Access Bank
02.2021 - 05.2023
- Assisted in training new team members, sharing best practices and expertise in Client Advisor role.
- Strengthened client relationships through regular communication and proactive follow-up on inquiries.
- Maintained in-depth knowledge of industry trends and products, ensuring accurate guidance for clients.
- Developed strong rapport with clients through active listening and empathetic understanding of their goals and concerns.
- Utilized advanced problem-solving skills to address unique client challenges and identify appropriate solutions.
- Demonstrated adaptability by quickly learning new systems, tools, or products as necessary for the job.
- Managed a diverse portfolio of clients, effectively balancing priorities and meeting deadlines.
- Enhanced client satisfaction by providing personalized advice and tailored product recommendations.
- Developed financial plans to meet clients' long-term objectives, enhancing their financial security.
- Prepared and presented detailed reports on client portfolio performance, fostering transparency and trust.
- Fostered strong relationships with clients, ensuring satisfaction and retention through regular communication.
- Managed sensitive client information with utmost confidentiality, building trust and loyalty.
- Collaborated with team members to design and implement innovative client service strategies, leading to increased referrals.
- Maintained up-to-date knowledge of regulatory changes, ensuring compliance in all advisory activities.
- Assisted clients with budgeting and cash flow management.
- Developed and maintained strong relationships with clients to maximize satisfaction.
- Improved customer loyalty by providing exceptional advisory services and resolving issues promptly.
Customer Service Officer
Access Bank
05.2019 - 02.2021
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Bachelor of Science - Physics
Federal University of Technology Owerri
Owerri, NigeriaGraduate Certificate - Global Business Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON08.2024
Graduate Certificate - Project Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON08.2023
Skills
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Call center experience
- Computer Proficiency
- Complaint Handling
- Complaint resolution
- Microsoft Outlook
- Scheduling
- Administrative Support
- Microsoft Office Suite
- Customer Relationship Management (CRM)
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Languages
English
Native or Bilingual
French
Professional Working
Certification
- Sales Essentials Certificate
Timeline
Customer Service Representative
Arise
07.2023 - Current
Client Advisor
Access Bank
02.2021 - 05.2023
Customer Service Officer
Access Bank
05.2019 - 02.2021
Bachelor of Science - Physics
Federal University of Technology Owerri
Graduate Certificate - Global Business Management
Conestoga College Institute of Technology And Advanced Learning
Graduate Certificate - Project Management
Conestoga College Institute of Technology And Advanced Learning
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