Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Chukwuemeka Amanze

Toronto,Canada

Summary

Dedicated and customer-focused customer service professional with over 2 years of experience in quality check and 5 years in customer service. Proficient in handling service requests, managing social media engagement, and providing exceptional customer support. Adept at using software tools like Gorgias and Aircall. Seeking to leverage my expertise in a remote role to contribute to In Social's dynamic team.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Service Associate

Wayfair
08.2022 - 05.2024
  • Handled an average of 60+ customer interactions daily via phone, email, and chat, maintaining a 95% customer satisfaction rate
  • Resolved customer complaints and issues promptly, resulting in a 20% increase in repeat business
  • Utilized Salesforce to track and manage customer interactions, ensuring accurate and timely follow-up
  • Collaborated with cross-functional teams to address customer needs and provide comprehensive solutions.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Digital Support Squad Representative

American Airlines
06.2020 - 06.2022
  • Resolved customer issues online through software tools like Gorgias and Aircall.
  • Handled incoming tickets, website chats, phone calls, and responded to social media comments and DMs.
  • Engaged with relevant social communities through proactive engagement efforts.
  • Followed internal processes and brand voice to respond to all customer inquiries and concerns.
  • Reported to Customer Experience Managers, assisting with questions, training, and client management.
  • Supported Marketing team with various tasks, including "Last Eyes" process for deliverables.

Customer Support Specialist

Delta Airlines
12.2018 - 05.2020
  • Assisted customers with flight reservations, changes, and cancellations.
  • Managed customer complaints and provided appropriate solutions.
  • Supported team members during high-volume periods to ensure smooth operations.
  • Maintained up-to-date knowledge of airline policies and procedures.
  • Received Employee of the Month awards for exceptional performance.

Education

Bachelor of Business Management -

University of Port Harcourt
Port Harcourt
06.2024

Associate’s degree of Business Administration -

Seneca college
Toronto, Ontario
06.2022

Skills

  • Quality Check
  • Customer Service
  • Communication Skills
  • Social Media Engagement
  • Team Collaboration
  • Logical Reasoning
  • Customer Centricity
  • Adaptability
  • Responsibility
  • Time Management
  • Proficient in Gorgias and Aircall
  • Experienced with CRM software (eg, Salesforce, Zendesk)
  • Microsoft Office Suite (Word, Excel, PowerPoint)
  • Typing speed of 75 WPM with 98% accuracy

Certification

  • Certified Customer Service Professional (CCSP), International Customer Service Association, 2022
  • GDS Sabre Certification, Sabre Corporation, 2021

Languages

Fluent in English
English
Full Professional

References

Available upon request

Timeline

Customer Service Associate

Wayfair
08.2022 - 05.2024

Digital Support Squad Representative

American Airlines
06.2020 - 06.2022

Customer Support Specialist

Delta Airlines
12.2018 - 05.2020

Bachelor of Business Management -

University of Port Harcourt

Associate’s degree of Business Administration -

Seneca college

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Chukwuemeka Amanze