PRECIOUS CHINENYE EZIEFULE
Edmonton,AB
Summary
Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Member Retention Specialist
Saltwire Network, Halifax Nova Scotia
03.2021 - Current
- Offers better rates and services to customers who ask to cancel their membership for poor service or any reason except death or sickness and follows up to ensure the service rendered improved
- Builds constructive customer relationships to improve loyalty and recommendations.
- Identifies changing customer needs and adapted service strategies to meet them.
- Utilizes knowledge of customer experience to create specialized plans for customer retention.
- Utilizes advanced skills in solving problems and making accurate decisions to implement strategies that bring about immediate results.
- Evaluates current customer retention strategies and recommends improvements.
- Develops new strategies for customer retention activities.
- Establishes customer retention programs to improve loyalty and increase lifetime value.
- Assists product development to build exciting customer offerings, increasing repeat business.
- Analyzes customer behavior and data to identify trends and develop customer retention strategies.
- Reviews successes and failures to learn from previous mistakes.
- Reports issues and recognized development areas to eliminate repeat occurrences.
- Supports agents in improving service standards for optimized customer satisfaction.
- Develops loyalty programs and initiatives to incentivize repeat business.
Receptionist/ Customer Service Representative
Alter Tailoring Store
12.2020 - 03.2021
- Adjusted clothes and prepared fabrics for repair and dry cleaning
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Managed timely and effective replacement of damaged or missing products.
Senior Office Administrator
Silversands Hall School
02.2017 - 02.2020
- Updated reports, managed accounts, and generated reports for company database.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Delivered performance reviews, recommending additional training or advancements.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Interacted with customers by phone, email, or in-person to provide information.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
- Edited documents to improve accuracy of language, flow, and readability.
- Managed and properly accounted for petty cash issued to facilitate general office activities.
- Organized, facilitated and participated in community service efforts.
- Oversaw maintenance of office facilities and equipment by collaborating with and inspecting work of repair contractors.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Scheduled conference rooms, prepared agendas, and maintained calendars to prepare for meetings and events.
- Monitored and oversaw general cleaning of office in line with company cleanliness standards.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
Education
No Degree - Administrative Assistant
Alison University
07.2023
Graduate Certificate - Human Resources Management
Dalhousie University
2023
Bachelor’s Degree -
Michael Okpara University of Agriculture
2017
Skills
- Information Updates
- Solution Development
- Training Junior Team Members
- Scripted Responses
- Maintaining Clean Work Areas
- Persuasive Negotiations
- Offer Development
- Documentation Skills
- Microsoft Office
- Customer Service and Assistance
- Customer Relations
- Reading Comprehension
- Call Volume Analysis
- Corporate Leadership
- Onboard New Hires
- Remote Conferencing and Communication
- In-Person and Telephone Interviewing
- Managing Office Supply Inventory
- Database Administration
- Customer Relationship Management
- Inbound Phone Call Handling
- Time Management
- Customer Care
- Interoffice Correspondence
- Customer Satisfaction
- Copying and Scanning
- Organizational Systems
- Effective Written and Verbal Communication
- Calendar Management
- Strategic Planning
- Spreadsheet Tracking
- Travel Coordination
- Clerical Support
- Administrative Procedures
- Filing
Timeline
Member Retention Specialist
Saltwire Network, Halifax Nova Scotia
03.2021 - Current
Receptionist/ Customer Service Representative
Alter Tailoring Store
12.2020 - 03.2021
Senior Office Administrator
Silversands Hall School
02.2017 - 02.2020
No Degree - Administrative Assistant
Alison University
Graduate Certificate - Human Resources Management
Dalhousie University
Bachelor’s Degree -
Michael Okpara University of Agriculture
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