Sandra Ikomi
Edmonton,AB
Summary
Dedicated and results-oriented Customer Service Officer with a proven track record of delivering exceptional service in a fast-paced call center environment. Adept at handling a high volume of inbound calls, resolving customer issues, and ensuring a positive customer experience. Possessing strong communication and interpersonal skills, I excel in actively listening to customer concerns and providing clear, concise, and effective solutions. With a commitment to continuous improvement, I leverage product knowledge and industry expertise to enhance service quality and contribute to overall team success. Proven ability to build and maintain positive customer relationships, resulting in increased customer satisfaction and retention. Skilled in adhering to quality assurance standards, maintaining compliance with company policies, and collaborating with cross-functional teams to achieve service excellence. Seeking to bring my customer-centric approach and expertise to a dynamic organization, where I can contribute to enhancing customer satisfaction and achieving business goals.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Fruitytailsgreekyoghurt
01.2021 - 11.2023
- Proactively responded to Auto Inquiry calls, providing real-time updates on vehicle repair progress, resulting in a 20% increase in customer satisfaction.
- Demonstrated strong critical thinking and decision-making skills as the first point of contact for customers reporting loss or damage, resulting in a 15% reduction in claim resolution time.
- Streamlined the claim assignment process by implementing a more organized system, reducing errors and ensuring a quicker turnaround time for assigning claims to adjusters.
- Implemented a more streamlined communication process with customers, vendors, and team members, resulting in a 25% reduction in response time and improved overall efficiency.
- Took the initiative to develop skills by independently managing a portfolio of entry-level claims from initiation to resolution, showcasing adaptability in a challenging and fast-paced environment.
- Collaborated with team members by taking on additional administrative tasks, contributing to a cohesive and supportive work environment, and enhancing overall team efficiency.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Officer
Nta Star Tv Network(Startimes)
03.2013 - 12.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Managed a high volume of inbound calls, providing prompt and efficient assistance to customers inquiring about products, services, and account-related issues.
- Demonstrated strong problem-solving skills by resolving customer concerns, escalating complex issues to appropriate departments, and ensuring a high level of customer satisfaction.
- Maintained up-to-date knowledge of company products and services, enabling accurate and comprehensive responses to customer inquiries and concerns.
- Interacted with customers via phone, email, and chat, ensuring clear and concise communication while adhering to company guidelines and service standards.
- Built positive rapport with customers through active listening, empathy, and a customer-centric approach, resulting in a 15% improvement in customer retention.
- Adhered to quality assurance processes, ensuring compliance with company policies and industry regulations, contributing to a consistently high level of service.
- Recorded and maintained accurate and detailed customer information in the company's database, ensuring data integrity and facilitating smooth follow-up interactions.
- Collaborated with team members and cross-functional departments to address customer issues and improve overall service efficiency.
Education
Post Graduate Diploma in Education -
Delta State University
01.2016
Bachelor of Science - Physics
Delta State University
06.2008
Skills
- Customer Service Excellence:
- Demonstrated excellence in interpersonal and communication skills, ensuring effective interaction with customers
- Passionate about supporting customers through all stages of the claims process with a focus on patience and empathy - Adaptability and Flexibility:
- Adept at adapting quickly to changing priorities, particularly in response to varying claims volumes
- Thrives in a dynamic work environment, embracing challenges and demonstrating flexibility - Efficient Multitasking:
- Strong multitasking abilities, efficiently managing various tasks simultaneously
- Prioritizes effectively to ensure timely completion of assignments and optimal time management
- Decision-Making and Critical Thinking:
- Quick decision-maker, able to make informed and confident decisions under time constraints
- Possesses strong critical thinking skills, contributing to effective problem-solving - Technology Proficiency:
- Proficient in Microsoft Office applications, including Outlook, One Note, Word, and Excel
- Comfortable utilizing technology tools to enhance productivity and communication
Timeline
Customer Service Representative
Fruitytailsgreekyoghurt
01.2021 - 11.2023
Customer Service Officer
Nta Star Tv Network(Startimes)
03.2013 - 12.2020
Post Graduate Diploma in Education -
Delta State University
Bachelor of Science - Physics
Delta State University
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