Maureen Chika-Ogbonnaya
Calgary,AB
Summary
A positive-minded, passionate, and organized customer service professional with 3 years of experience in administration and client services, including building customer relationships and telephone customer service. Adept in collaborating and building rapport with customers to deliver exceptional customer experience for providing solutions and great ability to demonstrate empathy while listening attentively. Applying my skill set as the customer service representative to help achieve your goals and objectives would be relished.
Overview
4
4
years of professional experience
Work History
Technical support specialist
Provincial oil company
10.2021 - 12.2023
- Resolved 90% of customer technical and media issues exceeding the company's target goal of 85% resolution rate
- Build sustainable relationships and trust with customers by actively engaging in open and interactive communication
- Kept customers engaged while making sure each experience was excellent and all customer issues were resolved in a timely manner
- Implemented an efficient approach to address potential issues before they escalated, resulting in a 20% reduction in customer complaints
- By being detail-oriented, found a major error committed by a colleague and coordinated with key department heads to quickly find appropriate solutions
- Prevented a potential loss of about $6k worth of community development project, by being detail-oriented.
Client Service Representative
PWACCO MULTI LINKS
02.2020 - 10.2021
- Provided excellent customer service and built strong relationships with clients and stakeholders to advise appropriately and clearly on solutions and processes
- Followed best practices, procedures, guidelines, and policies for administrative and operational activities
- Actively participated in team meetings and aided other CSRs as required
- Managed incoming calls and customer service inquiries
- Ensured resolution of customer general complaints.
Education
Bachelor's Degree - Computer Engineering
Micheal Okpara University of Agriculture
06-2021
Skills
- Customer service
- Ability to prioritize
- Positive minded
- Team player
- Self-Motivated
- Active listening
- Interpersonal skills
- Multitask
- Result-oriented
- Phone etiquette
- Time Management skills
- Problem-solving
- Organizational skills
- Written and verbal communication
- MS Office suite
Accomplishments
- Received 160 + incoming customer calls weekly with the sole aim of providing superior quality customer service. Analyzed information, investigated, and provided recommendations / implemented appropriate actions to resolve customer queries, requests, or complaint escalations in a timely manner.
- Responding empathetically, utilizing appropriate professional demeanor and communication, to customer inquiries while using a knowledge base of products and services, thereby recording over 90% of satisfied customers in record time.
- Met and exceeded department productivity and quality standards while complying with policies and procedures.
- Completed required training to stay current on new/existing systems, product, and service information to maintain proficiency on company values and organizational requirements.
- Increased customer satisfaction and repeat business through the relentless pursuit of resolutions to problems and follow up on decisions, thereby protecting company reputation and maintaining a loyal client base.
Personal Information
Title: Customer Service Representative
Timeline
Technical support specialist
Provincial oil company
10.2021 - 12.2023
Client Service Representative
PWACCO MULTI LINKS
02.2020 - 10.2021
Bachelor's Degree - Computer Engineering
Micheal Okpara University of Agriculture