Isabella Ochigba
Ottawa,Ontario
Overview
2026
2026
years of professional experience
Work History
Assistant Stock Manager
Roban Stores Nigeria
Customer Service Manager
Heroncommunity
05.2023 - 05.2025
- Led customer service team to enhance overall service quality and satisfaction.
- Developed training programs to improve staff performance and communication skills.
- Implemented new CRM software to streamline customer interactions and case management.
- Analyzed customer feedback to identify areas for service improvement and operational efficiency.
- Established key performance indicators to track team productivity and service delivery standards.
- Fostered collaborative relationships with other departments to resolve complex customer issues swiftly.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Spearheaded initiatives that improved response times and reduced complaint resolution duration significantly.
- Mentored junior staff, providing guidance on best practices in customer engagement and conflict resolution.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Researched and corrected customer concerns to promote company loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Took ownership of customer issues and followed problems through to resolution.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Increased efficiency in handling customer inquiries by implementing advanced CRM system.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Created and reviewed invoices to confirm accuracy.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Kept accurate records to document customer service actions and discussions.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Boosted customer retention rates through personalized follow-up strategies.
- Facilitated cross-departmental meetings to ensure cohesive customer service strategies.
- Coordinated with product development team to address frequent customer issues.
- Elevated customer satisfaction with detailed training programs for support staff.
- Conducted quarterly customer satisfaction surveys to identify areas for improvement.
- Developed customer service manual to standardize procedures across all departments.
- Improved service delivery consistency by monitoring and adjusting workflows.
- Streamlined support ticket system, reducing response times significantly.
- Implemented comprehensive feedback system to enhance service quality.
- Designed incentive programs to motivate staff and improve service levels.
- Oversaw creation of knowledge base to assist customers with self-service options.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Tailored training content to meet specific needs of customer service representatives.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Enhanced team productivity with introduction of flexible working arrangements.
- Improved team morale by establishing recognition program for exceptional customer service.
- Fostered culture of continuous improvement, leading to consistently high service standards.
- Collaborated with IT department to streamline customer data management.
- Enhanced communication skills of team members with targeted workshops.
- Pioneered mentorship program to expedite onboarding process for new hires.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Launched quality assurance practices for each phase of development
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Developed detailed plans based on broad guidance and direction.
- Managed senior-level personnel working in marketing and sales capacities.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
Customer Service Representative
Bayshore Home Health
01.2017 - 01.2025
- Assisted clients in navigating healthcare options and services to ensure satisfaction.
- Responded to customer inquiries efficiently, resolving issues promptly and professionally.
- Maintained accurate records of client interactions using company software tools.
- Collaborated with healthcare professionals to coordinate care plans for clients.
- Educated clients on service offerings, enhancing understanding of available resources.
- Monitored client feedback to identify areas for service improvement and enhance experience.
- Trained new staff on customer service protocols and best practices for client interaction.
- Implemented process improvements that streamlined communication between departments and improved response times.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Improved resolution time with effective problem-solving for customer complaints.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Increased efficiency and team productivity by promoting operational best practices.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Trained staff on operating procedures and company services.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Created and maintained detailed database to develop promotional sales.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Identified and resolved discrepancies and errors in customer accounts.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Shop Assistant
Sienna Senior Living
11.2015 - 05.2020
- Assisted customers with product selection and inquiries to enhance shopping experience.
- Organized merchandise displays to improve store aesthetics and accessibility.
- Processed transactions efficiently using point-of-sale systems to ensure accurate sales reporting.
- Collaborated with team members to maintain inventory accuracy and stock levels.
- Performed cash, card, and check transactions to complete customer purchases.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Wrapped, boxed and weighed bakery department products.
- Monitored customers for signs of security concerns and escalated issues to management.
- Recommended complementary purchases to customers, increasing revenue.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Used in-store system to locate inventory and place special orders for customers.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Developed strong rapport with customers and created positive impression of business.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Prioritized helping customers over completing other routine tasks in store.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Listened to customer needs and desires to identify and recommend optimal products.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Managed efficient cash register operations.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Trained new staff in cashier duties, product knowledge, and customer service standards, improving overall team efficiency.
- Helped customers make informed decisions, providing detailed product information and advice.
- Facilitated smooth and efficient customer returns and exchanges, enhancing customer satisfaction and trust in brand.
- Negotiated with suppliers for timely delivery of stock, ensuring continuous product availability.
- Educated customers on benefits of sustainable and ethically sourced products, aligning with company values and customer expectations.
- Improved store layout by organizing merchandise according to season and trends, enhancing customer shopping experience.
- Managed inventory to ensure popular items were always in stock, minimizing lost sales opportunities.
- Resolved customer complaints with empathy and professionalism, maintaining positive relationships.
- Maintained cleanliness and order in all areas of store, creating welcoming environment for shoppers.
- Increased sales, recommending products based on customer needs and preferences.
- Enhanced store security by vigilantly monitoring for shoplifting activities, contributing to reduction in losses.
- Streamlined checkout process, reducing wait times and improving customer feedback ratings.
- Assisted in visual merchandising, creating attractive displays that boosted customer interest and sales.
- Compiled daily sales reports to track performance and identify trends, assisting in strategic planning.
- Implemented customer loyalty program, encouraging repeat business and building loyal customer base.
- Coordinated with management team to identify and capitalize on sales opportunities during peak shopping periods.
- Supported promotional events by setting up displays and distributing flyers, increasing customer engagement and sales.
- Conducted regular stock takes to ensure inventory accuracy, avoiding discrepancies and potential sales issues.
- Adapted quickly to new product lines and promotions, consistently providing up-to-date information to customers.
- Provided exceptional customer service for increased customer satisfaction and repeat business.
- Handled customer returns according to company policies, ensuring a fair resolution for all parties involved.
- Streamlined store operations with effective inventory management and restocking practices.
- Managed product displays, showcasing new arrivals or bestsellers for increased visibility and sales opportunities.
- Reduced wait times by efficiently processing transactions at the cash register.
- Developed strong product knowledge to educate customers on features and benefits.
- Assisted in training new hires on store procedures, policies, and product knowledge.
- Maximized safety and production levels by frequently cleaning and organizing work areas.
- Remained calm and composed in tense situations involving angry or upset customers.
- Helped managers with daily checklists and last-minute requirements.
- Collected payment by cash, debit or credit card and used Point of Sale system to process transaction.
- Monitored product expiration dates to ensure freshness and compliance with safety standards.
- Resolved customer complaints promptly, improving overall satisfaction and loyalty to the store.
- Implemented promotional displays to drive sales of featured products during peak seasons.
- Trained new staff on customer service protocols and store procedures for consistent service delivery.
- Maintained a clean and organized shop floor, optimizing space for ease of customer navigation.
- Swept and mopped floor, wiped windows and fixtures after closing to support cleanliness and maintain organized store.
- Completed daily tasks accurately and on-time to support shop needs.
- Greeted customers entering store and offered assistance with requirements.
- Collaborated with team members to achieve overall store goals and objectives.
- Assisted customers in finding items and explained benefits and services to increase sales and satisfaction.
- Organized shelves to remove slow moving items and add new merchandise.
- Contributed to team success by supporting colleagues during peak periods or staff shortages.
- Checked incoming orders and organized new stock.
- Assisted customers in locating items, ensuring a positive shopping experience.
- Provided excellent customer service, promptly addressing inquiries and resolving issues.
Timeline
Customer Service Manager
Heroncommunity
05.2023 - 05.2025
Customer Service Representative
Bayshore Home Health
01.2017 - 01.2025
Shop Assistant
Sienna Senior Living
11.2015 - 05.2020
Assistant Stock Manager
Roban Stores Nigeria