Summary
Overview
Work History
Education
Skills
Websites
Certification
References
Timeline
Generic

STEPHANIE EZEJI

Pickering,ON

Summary

Dedicated Customer Service professional with over 4 years of experience skilled in identifying needs, delivering customized solutions and providing hands-on administrative support. Adept at working collaboratively to deliver timely and quality responses to service requests. Optimistic, tech savvy, and results-oriented with exemplary passion for developing relationships and cultivating partnerships.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior Customer Service Coordinator

The Shoe Company | DSW
12.2020 - Current
  • Collaborate seamlessly with internal team members to address and resolve product concerns
  • Demonstrate in-depth knowledge of company products and services, while applying listening skills in handling calls, resolving escalations, and ensuring quality assurance of the overall team
  • Use critically thinking to effectively address all issues related to online purchases, late product deliveries, and billing discrepancies to evaluate solutions and make decisions.
  • Nurture and maintain courteous and impactful relationships with customers, resulting in a 10% boost in loyalty program sign ups.
  • Work effectively in fast-paced environments within tight deadlines
  • Led weekly team meetings to discuss ongoing projects, share best practices, and collaborate on continuous improvement initiatives.

Loyalty Client Service Representative

Optima Communications
04.2019 - 12.2020
  • Maintained high levels of customer satisfaction through adept problem-solving techniques, addressing customer needs, and resolving concerns related to Scotia-Insurance program
  • Managed high volume incoming calls, providing prompt and accurate information to clients about products and services, while maintaining a professional demeanor during high-pressure situations.
  • Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
  • Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.

Communications and Media Assistant

Community Justice Alternatives of Durham Region
12.2018 - 04.2019
  • Led communication initiatives, working directly with the executive director to ideate new programs for a mission-driven organization
  • Significantly increased social media presence on Instagram and Facebook through infographic design, event promotion, and SE0 foundations to support projects and decisions, resulting in an increase in community outreach.
  • Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
  • Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
  • Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
  • Enhanced team communication through effective scheduling, meeting coordination, and correspondence management.

Customer Service Coordinator

Slum to School Non-profit Organization
01.2018 - 12.2018
  • Proactively addressed member inquiries and resolved internal and external process inconsistencies.
  • Boosted engagement on the company’s social media platforms by 8% through the ideation and implementation of response macros for customer service agents.
  • Mentored junior team members, fostering a positive work environment and boosting overall team performance.
  • Developed relationships with key clients, fostering loyalty and repeat business through personalized attention and support.
  • Collaborated with cross-functional teams to identify areas of improvement and implement effective solutions within the team.

Education

Bachelor of Arts - Communication And Digital Media Studies

University of Ontario Institute of Technology
Oshawa, ON
01.2021

Bachelor of Arts - Mass Communication

Babcock University
01.2018

Skills

  • Written and Verbal communication
  • Customer Support
  • Problem Solving
  • Attention to Detail
  • Social Media Tools
  • Microsoft Office
  • Critical Analytical thinking
  • Flexibility/Adaptability
  • Time Management
  • Organization
  • Interpersonal skills
  • Listening skills
  • Cross-selling
  • Call center experience
  • Data Entry
  • Sales Support
  • Escalation management
  • Quality Assurance
  • Account Management
  • Database Research

Certification

  • SEO Foundations, 2021
  • Social Media Marketing: Strategy and Optimization, 2021
  • Business Analytics: Marketing Data, 2023

References

Available upon request

Timeline

Senior Customer Service Coordinator

The Shoe Company | DSW
12.2020 - Current

Loyalty Client Service Representative

Optima Communications
04.2019 - 12.2020

Communications and Media Assistant

Community Justice Alternatives of Durham Region
12.2018 - 04.2019

Customer Service Coordinator

Slum to School Non-profit Organization
01.2018 - 12.2018

Bachelor of Arts - Communication And Digital Media Studies

University of Ontario Institute of Technology

Bachelor of Arts - Mass Communication

Babcock University

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STEPHANIE EZEJI