Nkechi Chinedu
Edmonton
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
Work History
Customer Service Representative
YWCalgary
01.2024 - Current
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Maintained strict confidentiality while handling sensitive client information according to company guidelines and legal regulations.
- Supported team members with timely and accurate data entry, enabling them to focus on higher-level tasks.
- Streamlined data entry processes for increased efficiency and accuracy in results reporting.
- Used [Software] to prepare articles, reports and presentations.
Client Relationship Associate
BassComm NG
01.2022 - 12.2023
- Maintained detailed records of all client interactions in CRM systems for easy access by other team members as needed.
- Managed client expectations with clear communication, leading to stronger relationships and trust building.
- Educated clients on product offerings and capabilities, effectively conveying value propositions.
- Increased account retention through consistent communication and relationship-building efforts.
- Assisted in negotiating contracts that resulted in mutually beneficial outcomes for both parties involved.
- Conducted extensive research on prospective clients'' industries and business models, allowing for more targeted outreach.
- Actively participated in professional development opportunities, staying current with industry best practices and emerging trends to better serve clients and contribute to team success.
Customer Service Sales Representative
Pearclean Laundry and Dry-cleaning Services
01.2020 - 12.2021
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Increased repeat business by personalizing customer interactions and remembering client preferences.
- Developed comprehensive knowledge of products and services to provide accurate information to customers.
- Resolved customer complaints, ensuring customer satisfaction and loyalty.
- Implemented feedback mechanisms, gathering valuable insights for service improvement.
- Addressed and resolved billing inquiries, ensuring customer satisfaction with account management.
Liaison Officer
Toro Logistics
03.2018 - 12.2019
- Served as a key point of contact between customers and various internal departments, ensuring seamless collaboration on issue resolution.
- Proactively identified potential issues affecting the customer experience and advocated for necessary changes internally.
- Facilitated open lines of communication between customers and management, promoting transparency within the business relationship.
- Played an integral role in enhancing overall brand image through exceptional service delivery.
- Achieved high levels of customer retention by providing personalized solutions tailored to individual needs.
- Conducted regular follow-up calls to assess customer satisfaction levels and address any outstanding concerns.
- Contributed to increased sales revenue by upselling products during interactions with customers when appropriate.
- Organized customer feedback data, identifying trends and areas for improvement.
- Maintained accurate records of all customer interactions, providing valuable insights for future engagements.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Master of Science - Public Health
University of Alberta
Edmonton, AB04-2025
Master of Science - Communications
Covenant University
Nigeria11-2020
Bachelor of Arts - Mass Communication
University of Nigeria
Nigeria07-2005
Skills
- Problem resolution
- Customer relations
- Microsoft Excel
- Scheduling
- Product knowledge
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Customer relationship management (CRM)
- Data collection
- Prioritization
- Spreadsheets
- Research
Languages
English
Timeline
Customer Service Representative
YWCalgary
01.2024 - Current
Client Relationship Associate
BassComm NG
01.2022 - 12.2023
Customer Service Sales Representative
Pearclean Laundry and Dry-cleaning Services
01.2020 - 12.2021
Liaison Officer
Toro Logistics
03.2018 - 12.2019
Master of Science - Public Health
University of Alberta
Master of Science - Communications
Covenant University
Bachelor of Arts - Mass Communication
University of Nigeria
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