Summary
Overview
Work History
Education
Skills
Accomplishments
Educationcertificationtraining
Summaryofskills
Languages
Timeline
CustomerServiceRepresentative

Matthew Ihimekpen

Calgary,AB

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Worldconnect Technologies
12.2022 - Current
  • Made daily cold calls and converted leads into customers
  • Worked with other teams to improve client experiences
  • Created reports to track and share sales performance
  • 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.
  • 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.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Implemented and developed customer service training processes.
  • Cross-trained and backed up other customer service managers.

Sales Representative (Part-time)

Royal Spectrum Nigeria Ltd.
02.2022 - 11.2022
  • Review relief requests from businesses and corporations
  • Research and analyze information provided by the clients within the database and other sources
  • Make a recommendation regarding the approval or denial of the relief request by the agency's policies
  • Communicate program decisions in writing to the client
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Expanded customer base through cold calling, networking, and relationship building.
  • Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
  • Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.

Training Facilitator (part Time)

WC TECHNOLOGIES
10.2017 - 03.2021
  • Facilitated new hire training class of over 30 new Enterpreneurs
  • Documented class attendance and participation and provided feedback to management.
  • Identified areas in need of improvement and implemented solutions.
  • Incorporated real-world examples into course materials to provide employees with practical applications of theoretical concepts.
  • Assessed skill gaps for employees and developed training courses to meet identified needs.
  • Provided ongoing coaching and feedback to facilitate long-term success in employee roles following completion of initial trainings.
  • Administered assessments before, during and after courses.
  • Created an internal knowledge-sharing platform where employees could share best practices and collaborate on projects more effectively.
  • Developed comprehensive job aids and resources for employees to reference post-training, enhancing knowledge retention over time.
  • Conducted post-training analysis to identify areas for improvement in future sessions, resulting in continuous refinement of program offerings.

Education

Bachelor of Science - Political Science and Public Administration

University Of Benin,Edo State
Benin City,Edo State
10.2013

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Problem resolution
  • Customer relations
  • Call center experience
  • Complaint handling
  • Conflict resolution
  • Client relations
  • Professional telephone demeanor
  • Call center operations
  • Call management
  • Appointment scheduling

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and 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, balancing cash draw at end of shift with 100% accuracy rate.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.

Educationcertificationtraining

Bachelor of Science in Political Science and Public Administration (Education)

Summaryofskills

Communicate effectively with clients to reach an agreement on the best option to resolve their complaints and issues that are complex, Collaborates with clients and their representatives, management, and team members, Completes research, applications, and account updates in an organized manner while attending to clients over the phone, Analyzes clients' needs and applies appropriate policies to resolve complex situations promptly while staying calm and patient with difficult clients, Respond to clients' inquiries with a high degree of accuracy, empathy, and professionalism

Languages

English
Professional Working

Timeline

Customer Service Representative

Worldconnect Technologies
12.2022 - Current

Sales Representative (Part-time)

Royal Spectrum Nigeria Ltd.
02.2022 - 11.2022

Training Facilitator (part Time)

WC TECHNOLOGIES
10.2017 - 03.2021

Bachelor of Science - Political Science and Public Administration

University Of Benin,Edo State

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Matthew Ihimekpen