IJEOMA EHIKPEHALE
HAMILTON,CANADA
Summary
Results-driven and customer-focused Call Center Representative with 3 years of experience delivering exceptional service in fast-paced environments. Skilled in managing high-volume inbound and outbound calls, resolving customer inquiries, and providing effective solutions to enhance customer satisfaction. Proficient in handling customer concerns, and processing orders or service requests with accuracy and efficiency. Strong communicator with a positive attitude, excellent problem-solving abilities, and a passion for building lasting customer relationships. Committed to maintaining a high level of professionalism and achieving team and company goals.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Call Centre Representative
JAN-PRO
01.2023 - 01.2024
- Managed high-volume inbound and outbound calls, providing excellent customer service and resolving inquiries in a timely and professional manner
- Addressed customer concerns, issues, and complaints, offering appropriate solutions and ensuring customer satisfaction
- Maintained accurate records of customer interactions, transactions, and feedback in the company's CRM system
- Provided product/service information, including pricing, features, and troubleshooting guidance
- Escalated complex issues to the appropriate departments while maintaining communication with the customer to ensure issue resolution
- Processed returns, exchanges, and service requests in accordance with company policies
- Promoted additional products and services based on customer needs and interests, contributing to sales goals
- Maintained up-to-date knowledge of company products, services, and policies to deliver accurate information
Customer Service Representative
MTN Telecommunications
01.2021 - 01.2023
- Managed high-volume customer inquiries at MTN Telecommunications, resolving complex service issues and maintaining exceptional customer satisfaction
- Provided high-quality customer support via phone, email, and live chat for telecommunications services
- Assisted customers with billing inquiries, plan upgrades, service activations, and troubleshooting issues
- Processed payments, refunds, and account adjustments while ensuring accurate billing
- Educated customers on products, promotions, and features to enhance their service experience
- Handled escalations and complaints professionally, striving for first-contact resolution
- Maintained up-to-date knowledge of company products, services, and policies
- Documented customer interactions and resolutions in the CRM system for future reference
Education
Bachelor of Arts - ENGLISH LANGUAGE
Ambrose Alli University
Nigeria Skills
- Time Management
- Conflict Resolution
- Active Listening
- Problem Solving
- Multitasking
- Attention to Detail
- Empathy
- Communication
- Telephone Etiquette
- Live Chat Support
- CRM Management
Certification
- Telephone Etiquette Training - 2024
- Problem Solving Training - 2024
- Customer Service Training- 2023
Timeline
Call Centre Representative
JAN-PRO
01.2023 - 01.2024
Customer Service Representative
MTN Telecommunications
01.2021 - 01.2023
Bachelor of Arts - ENGLISH LANGUAGE
Ambrose Alli University
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