NKIRUKA FAITH NWANKPA
Waterloo,Canada
Summary
Results-oriented and highly motivated Customer Service Representative with 4+ years of experience in delivering exceptional service and support. Proven track record of effectively handling customer inquiries, resolving issues, and ensuring customer satisfaction. Excellent communication and interpersonal skills, with a focus on building positive relationships and ensuring a seamless customer experience. Possesses strong problem-solving abilities and the ability to thrive in a fast-paced, dynamic environment. Committed to upholding company standards and contributing to a positive and collaborative team environment.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Momos Logistics
Ohio, America
03.2023 - Current
- Handle and resolve customer complaints, issues and disputes related to deliveries, damages and other logistics concerns
- Keep customers informed about the status of their shipments and any potential delays
- Communicate proactively about changes in delivery schedules or unexpected issues
- Collaborate with other departments, such as warehouse, transportation, and finance, to address customer needs and resolve issues
- Receive and process customer orders for shipping and delivery
- Provide information on shipping rates, delivery times, and available services
- Verify order details, including product specifications, quantities, and delivery addresses
- Assist customers with tracking their shipments, providing real-time updates on the location and expected delivery time
- Maintain accurate records of customer interactions, including inquiries, complaints, and resolutions
- Educate customers about the logistics company's services, policies, and procedures
Customer Service Representative
Access Bank Plc
, Nigeria
02.2019 - 01.2023
- Company Overview: Contact Center
- Provided exceptional customer service by addressing inquiries and resolving issues
- Maintained accurate customer records and processed orders and returns
- Acted as a point of contact for customers, offering information and assistance
- Successfully resolved client issues in a calm and professional manner which resulted in client satisfaction
- Enhanced the overall customer experience and built lasting relationship through professional and friendly interaction
- Updated CRM reporting tool, to keep records of customer interactions, transactions, comments and complaints
- Conducted product presentations, negotiated deals and guided customer through the various product offerings
- Achieved company defined sales goals and contributed to revenue growth
- Contact Center
Administrative Assistant
Ritchy Bakery Enterprise
01.2014 - 12.2018
- Tracked monthly production and budgets, delivering timely and accurate reports to the management
- Coordinated maintenance and repairs for equipment and facilities
- Assisted in the preparation of weekly and monthly management information to support the board in making good and strategic operational decisions
- Ensured that the bakery premises were always clean, safe, and well-maintained
- Planned and organized training workshops for the junior employees to improve business productivity, operational excellence and generate more revenue for the company
- Recorded and tracked payments, followed up on outstanding payables and receivables
Education
Diploma - CSW
Canadian Business College
Mississauga08.2025
MBA -
Imo State University
09.2017
B.Sc. - Mass Communication
Imo State University
09.2011
Skills
- Microsoft Office Suite
- WordPress
- CRM System
- Time Management
- Report Writing
- Effective Communication
- Teamwork
- Emotional Intelligence
- Public Speaking
Additionalcredentials - Interests
- Travelling
- Cooking
- Running
- Hiking
- Reading memoirs
Honorsandawards
- Imo State Diversity Scholarship Award
- MBA Excellence Scholarship (Awarded by the Federal Government of Nigeria)
- IMSU Valedictorian (Graduating Class of 2011)
Timeline
Customer Service Representative
Momos Logistics
03.2023 - Current
Customer Service Representative
Access Bank Plc
02.2019 - 01.2023
Administrative Assistant
Ritchy Bakery Enterprise
01.2014 - 12.2018
Diploma - CSW
Canadian Business College
MBA -
Imo State University
B.Sc. - Mass Communication
Imo State University
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