Odera Arinze Obianika
Calgary,AB
Summary
Proven customer service expert from Berkeley Scott Ltd, adept in complaint handling and data entry, enhanced first-contact resolution by efficiently addressing inquiries. Skilled in team collaboration and customer support, significantly improved customer satisfaction and loyalty through empathetic engagement and effective problem-solving.
Overview
6
6
years of professional experience
Work History
Customer Service Officer
Berkeley Scott Ltd
10.2023 - 01.2025
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Assisted in training over 15 new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Completed data entry to record call notes, suggestions and questions.
- Assisted over 200 call-in customers with questions and orders.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
Call Center Customer Service Agent
Basic Life Ltd
01.2021 - 09.2023
- Reduced average call handling time by 20% with efficient multitasking and prioritizing during calls.
- Enhanced overall team performance by 50% through constructive peer-to-peer coaching sessions focused on skill development.
- Collaborated with team members to enhance overall performance, sharing best practices and constructive feedback.
- Improved customer satisfaction by resolving complex issues and providing thorough solutions.
- Managed challenging customer situations calmly, employing empathetic listening techniques for satisfactory outcomes.
- Built strong rapport with customers, leading to positive feedback and repeat interactions.
Customer Service Representative
Seedibest Ltd
12.2018 - 02.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by 40% by promptly addressing concerns and providing accurate information.
Education
Master of Science - Public Health
University of Salford
Salford, Greater Manchester12-2024
Bachelor of Dental Surgery - Medicine
University Of Nigeria
Enugu, Nigeria09-2018
Skills
- Complaint handling and Customer support
- Call center experience
- Logistics coordination
- Quality assurance monitoring
- Payment processing and Account investigation
- Team collaboration
- Microsoft outlook
- Verbal and written communication
Timeline
Customer Service Officer
Berkeley Scott Ltd
10.2023 - 01.2025
Call Center Customer Service Agent
Basic Life Ltd
01.2021 - 09.2023
Customer Service Representative
Seedibest Ltd
12.2018 - 02.2020
Master of Science - Public Health
University of Salford
Bachelor of Dental Surgery - Medicine
University Of Nigeria
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