Victory Opia
Customer Service Representative
Smithers,British Columbia
Summary
Dynamic customer service professional with extensive experience, adept at resolving complaints and enhancing client satisfaction. Skilled in active listening and complaint handling, I consistently exceed performance goals, fostering loyalty and trust. Proficient in Microsoft Office, I thrive in fast-paced environments, delivering exceptional support and solutions.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Agent
Lancashire Foundation Trust.
06.2023 - 04.2025
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases via email, chat and calls.
- Assist customers with inquiries, concerns, and requests in a timely manner while maintaining professionalism.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Responded proactively and positively to rapid change while analyzing the needs of a customer and providing solutions.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Addressed customer account discrepancies and concerns.
Retail Customer Service Representative
Vision Eye Express
01.2022 - 05.2023
- Greeted and assisted customers in a friendly and professional manner, ensuring a positive shopping experience.
- Resolved customer complaints and inquires regarding products, promotions and store policies.
- Developed strong relationships with customers through active listening and effective communication skills, fostering a welcoming atmosphere for all patrons.
- Maintained up to date knowledge of product lines, promotions and inventory.
- Followed up with customers on special orders and product availability, promoted loyalty programs, upselling and cross-selling to enhance customer value.
- Supported management with administrative tasks such as scheduling appointments or managing phone calls during peak hours.
- Effectively balanced multiple responsibilities including cashiering duties handling cash registers during busy periods without compromising quality service delivery.
- Participated in merchandising initiatives to create eye-catching displays that attracted customer attention and boosted sales rates.
- Conducted regular store audits to ensure compliance with company policies and procedures, maintaining a professional retail environment.
- Handled returns and exchanges professionally, retaining customer trust while adhering to company guidelines.
Customer Service Representative
Onaks Book Store
11.2020 - 01.2022
- Assisted in inventory counts and helped monitor stock levels to prevent shortages
- Handled cash, credit and other payment methods accurately and securely.
- Replenished stock on the sales floor and ensured merchandise display were neat and organized.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Education
Bachelor of Science -
Delta State University
Nigeria 05.2016 - 08.2019
Skills
Customer service
Call control
Decision-making
Information verification
Complaint handling
Empathetic and genuine
Outstanding communication skills
Customer complaint resolution
Active listening
Live chat support
Microsoft office suite proficiency
Timeline
Customer Service Agent
Lancashire Foundation Trust.
06.2023 - 04.2025
Retail Customer Service Representative
Vision Eye Express
01.2022 - 05.2023
Customer Service Representative
Onaks Book Store
11.2020 - 01.2022
Bachelor of Science -
Delta State University
05.2016 - 08.2019
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