Hi, I’m
Theodora Mekwunye
Calgary,Canada
Summary
Customer Service Representative professional with a proven track record of exceeding customer expectations and driving business success. Proficient in efficiently resolving issues and leveraging business tools, like the Hub-spot customer relationship management(CRM) Tool to optimize productivity.
Adept at multitasking and meeting deadlines while consistently achieving service targets. Committed to fostering enterprise growth through a flexible and adaptive approach. Proficient in Microsoft 365 administration, Outlook, and Google Workspace.
Overview
9
years of professional experience
Work History
Trellis society
Customer Service Representative
01.2024 - 03.2024
Job overview
- Delivered Administrative and technical support to staff across 25 locations through telephone and email using Microsoft 365 suite products, Active Directory, and ticketing systems receive incoming communications and process orders
- Accurately and efficiently process paperwork and perform administrative duties
- Categorized and worked on all correspondence received from referring organizations.
Fishman Cleaners
Customer Service Representative
04.2022 - 06.2023
Job overview
- Provided exceptional customer service by effectively addressing and resolving customer inquiries and concerns in timely manner
- Offer price quotes for new inquiries and negotiate if required
- Actively listened to customer needs and demonstrated empathy to ensure positive customer experience
- Utilized strong communication skills to educate 100% daily customers on product features and provide assistance with troubleshooting technical issues
- Collaborated with cross-functional teams to improve customer satisfaction and develop strategies to enhance overall customer experience.
Armoured shield hospital
Customer Service Representative
02.2020 - 11.2022
Job overview
- Resolved approximately 95% daily customer inquiries and complaints in timely and professional manner, ensuring customer satisfaction and retention
- Demonstrated excellent communication skills by actively listening to customers, understanding their needs, and providing accurate information about products and services
- Managed high volume of incoming calls and emails, prioritizing and responding to customer requests effectively and efficiently
Reddington hospital
Customer Service Representative
08.2015 - 01.2020
Job overview
- Managed high volume of customer inquiries via phone, email, and live chat, consistently maintaining 95% satisfaction rating
- Resolved complex customer issues in timely and efficient manner, resulting in 20% decrease in escalations to management
- Collaborated with cross-functional teams to improve product knowledge and streamline communication processes, resulting in 10% increase in first-call resolution rates.
Education
University of CalabarCross River State,
Radiography from Bachelor of science
09.2007
Skills
- Microsoft 365
- Ticketing systems
- Microsoft teams
- Outlook
- Microsoft Word
- CRM
- Technical/computer skill
- Microsoft powerpoint
Accomplishments
- Increased customer satisfaction ratings from an average of 85% to 95% by implementing new client engagement strategies and improving response times to service requests
- Reduced average resolution time for logged in issues by 30% through the implementation of a new ticketing system and streamlined troubleshooting processes.(Q-LIFE FAMILY CLINIC)
- Achieved a 20% increase in client retention rates through proactive communication and personalized support, leading to higher client satisfaction and loyalty.
Volunteer Experience
Rainforest Alberta Tech Hub,
Front Desk welcome committee,Calgary, Canada,
Greeted and assisted all guests with a warm and welcoming demeanor, ensuring a positive first impression of the organization.
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
Trellis society
01.2024 - 03.2024
Customer Service Representative
Fishman Cleaners
04.2022 - 06.2023
Customer Service Representative
Armoured shield hospital
02.2020 - 11.2022
Customer Service Representative
Reddington hospital
08.2015 - 01.2020
University of Calabar
Radiography from Bachelor of science
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