Okoroh Uchenna Dumebi
Thorold,ON
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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
2
2
years of professional experience
Work History
Customer Service Representative
Intuit Inc.
04.2023 - 12.2023
- Successfully managed 50+ customer inquiries daily via phone, email, and live chat, maintaining 95% satisfaction rate
- Implemented feedback-driven improvements to customer service process, leading to 20% increase in overall customer satisfaction scores
- Resolved complex customer issues by collaborating with cross-functional teams, resulting in 30% decrease in escalated complaints
- 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.
Customer Support Specialist
Shopify
06.2022 - 01.2023
- Assisted customers with product inquiries, order status, and account management, ensuring seamless experience
- Developed and maintained comprehensive knowledge base, reducing resolution time by 25%
- Managed high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Customer Service Associate
Sun Life Financial
08.2021 - 06.2022
- Handled incoming customer calls, addressing concerns, and providing timely resolutions
- Managed customer accounts, processed returns, and facilitated exchanges in compliance with company policies
- Assisted in developing and implementing of customer service policies and procedures
- Maintained accurate records of customer interactions and feedback, providing valuable insights for continuous improvement
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Education
Bachelor of Arts - Economics
Brock University
St. Catharines, ON06.2025
Skills
- Communication & Interpersonal Skills
- Problem-Solving & Conflict Resolution
- Time Management & Organization
- Multi-Channel Support (Phone, Email, Live Chat)
- Technical Proficiency (CRM Software, MS Office, Excel)
- Active Listening
- Data Entry
- Call center experience
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Client Relations
Languages
English (Fluent)
French (Beginner)
Turkish
Limited Working
Associations
- Secretary of the Nigerian Student Association
- Honor Roll - Fall Semester 2023
References
Available upon request
Timeline
Customer Service Representative
Intuit Inc.
04.2023 - 12.2023
Customer Support Specialist
Shopify
06.2022 - 01.2023
Customer Service Associate
Sun Life Financial
08.2021 - 06.2022
Bachelor of Arts - Economics
Brock University
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