ERICA OFURE IYERE
Summary
Customer-focused professional with over 3 years of experience in customer service, handling inquiries, resolving escalations, and ensuring client satisfaction. Skilled in CRM tools, de-escalation techniques, and team collaboration. Proven ability to maintain high customer satisfaction rates and streamline service processes.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Roadside Customer Service Representative (Remote)
CAA
07.2024 - Current
- Provide customer support for roadside assistance services (towing, fuel delivery, battery support)
- Assist customers in signing up for memberships, explaining benefits, and resolving membership-related inquiries
- Utilize Google Maps and internal company software for real-time driver tracking and updates
- Maintain a professional and empathetic tone to ensure customer satisfaction during urgent or stressful situations
- Achieved 95% customer satisfaction rating through timely and empathetic service
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Agent
Bath n Body Works
10.2023 - 01.2024
- Managed customer inquiries and escalated technical issues efficiently
- Supported the team in creating customer feedback reports, analyzing trends, and recommending service improvements
- Collaborated with cross-functional teams to ensure timely delivery of customer solutions
- Participated in soft skills training programs that enhanced communication and problem-solving abilities
- Contributed to a 15% improvement in client satisfaction metrics during the internship
Education
Ontario College Graduate Certificate (OCGC) - Public Relations and Corporate Communications
Fanshawe College
London, OntarioHigher National Diploma (HND) - Public Administration
Auchi Polytechnic
Auchi, EdoSkills
- Strong Understanding of CRM Tools
- Active Listening
- Client Engagement
- Flexible Task Management
- Collaborative Teamwork
- De-escalation Techniques
- Comprehensive Product Understanding
- Technical Computer Skills
- Customer Support Expertise
- Effective Time Allocation
- Critical thinking
- Data entry
Accomplishments
- Telephone Service - Professionally processed 40+ calls per day, providing information and service to ensure customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions at bath n body works, balancing cash draw at end of shift with 100% accuracy rate.
Certification
Digital Marketing Certification, Google Africa
Languages
English
Native or Bilingual
Timeline
Roadside Customer Service Representative (Remote)
CAA
07.2024 - Current
Customer Service Agent
Bath n Body Works
10.2023 - 01.2024
Higher National Diploma (HND) - Public Administration
Auchi Polytechnic
Ontario College Graduate Certificate (OCGC) - Public Relations and Corporate Communications
Fanshawe College
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