ENYIOMA ROBERT ONUOHA
Calgary,Alberta
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Shaw Communications Inc
Calgary, Alberta
07.2022 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and [Type].
- Assisted with updating technical support best practices for use by team.
- Promoted efficiency among departments with prompt resolution of system issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
Customer Service Assistant
SHE-ARISE AGRICULTURAL FOUNDATION
Remote
01.2022 - 06.2022
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Managed 30+ incoming calls each day with utmost professionalism and knowledgeable service.
- Offered basic technical support for clients on wide range of company products.
- Gathered and verified data from customers to promote marketing initiatives.
- Organized and scheduled customer orders to appropriate departments.
- Suggested best-fit offerings from available products and services to capitalize on upsell opportunities.
- Answered customer questions about product availability and shipment times.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Described products to customers and how best to care for merchandise.
- Implemented and developed customer service training processes.
- Entered orders into Excel sheet computer database system.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Effective liaison between customers and internal departments.
- Communicated professionally with colleagues, freelancers and clients.
Customer Service Specialist
ZENITH BANK PLC
Abuja, FCT
09.2015 - 05.2022
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered average of 30 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Increased efficiency and team productivity by promoting operational best practices.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
- Recorded product or service failure complaints and notified appropriate departments.
Education
Bachelor of Science - BIOCHEMISTRY
FEDERAL UNIVERSITY oF TECHNOLOGY OWERRI
Skills
- Customer Order Management
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- Customer Data Confidentiality
- Data Entry and Maintenance
- Calm and Professional Under Pressure
- Effective Written and Verbal Communication
- Customer Service and Assistance
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Customer Retention Strategies
- Building Customer Trust and Loyalty
Certification
- Customer service training Certificate
- Sales Essentials Certificate
Timeline
Technical Support Representative
Shaw Communications Inc
07.2022 - Current
Customer Service Assistant
SHE-ARISE AGRICULTURAL FOUNDATION
01.2022 - 06.2022
Customer Service Specialist
ZENITH BANK PLC
09.2015 - 05.2022
Bachelor of Science - BIOCHEMISTRY
FEDERAL UNIVERSITY oF TECHNOLOGY OWERRI
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