Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Elechi Ewa

Mississauga,ON

Summary

Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling virtual, inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in roles with high-volume customer demands

Overview

9
9
years of professional experience

Work History

Customer Support Specialist

Shopify
05.2019 - 01.2023
  • Serve as the first point of contact for customers, responding to inquiries via phone, email, and live chat
  • Provide expert guidance on Shopify's e-commerce platform, assisting customers with setup, customization, and troubleshooting
  • Collaborate with cross-functional teams, including technical support and sales, to ensure seamless customer experiences
  • Maintain detailed records of customer interactions and resolutions using CRM software
  • Identify opportunities to upsell or cross-sell Shopify's products and services, contributing to revenue growth
  • Participate in ongoing training and professional development to stay updated on e-commerce trends and product enhancements
  • Delivered exceptional customer support, consistently exceeding performance targets for response times and customer satisfaction
  • Assisted customers with account management, order tracking, and product inquiries
  • Investigated and resolved billing issues, resulting in a significant reduction in billing disputes
  • Collaborated with the product development team to communicate customer feedback and suggest improvements
  • Conducted periodic training sessions for new team members, sharing best practices and ensuring consistent service quality.

Customer Service Representative

Rogers Communications
03.2014 - 04.2019
  • Served as the primary point of contact for customers, providing assistance, resolving inquiries, and ensuring a positive customer experience
  • Responded promptly and professionally to customer inquiries via phone, email, and chat, consistently exceeding performance targets for response times and customer satisfaction
  • Successfully handled and resolve a wide range of customer issues and concerns, including billing disputes, product inquiries, and service interruptions, resulting in a 95%+ customer satisfaction rating
  • Maintained a comprehensive understanding of company products and services, allowing for accurate and effective communication with customers
  • Collaborated with cross-functional teams, including Sales and Technical Support, to resolve complex customer issues and ensure seamless customer interactions
  • Documented all customer interactions and feedback in the company's CRM system, enabling data-driven improvements to service quality and customer satisfaction
  • Participated in ongoing training and development programs to stay updated on industry trends, product knowledge, and customer service best practices.

Education

Bachelor of Arts -

Abia State University

Skills

  • Customer Service
  • Contract Negotiation Expertise
  • Customer Relationship Management
  • Data Evaluation
  • Conflict Mediation
  • Customer Relations
  • Problem Resolution
  • Product Education
  • Email Correspondence
  • Training and Development
  • Inbound Customer Service
  • Documentation and Reporting
  • Microsoft Office Expertise
  • Customer Service Excellence
  • Multitasking and Prioritization
  • Complex Product Knowledge
  • Inbound Call Management
  • Customer Retention Strategies
  • Inbound and Outbound Calling
  • Product Knowledge
  • Sales Support
  • Call Management
  • Complaint Resolution
  • Brand Representation
  • Computer Proficiency
  • Technical Support
  • Research
  • Conflict Resolution

References

Available upon request

Timeline

Customer Support Specialist

Shopify
05.2019 - 01.2023

Customer Service Representative

Rogers Communications
03.2014 - 04.2019

Bachelor of Arts -

Abia State University

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Elechi Ewa