Vivien Ebere
Edmonton,Alberta
Summary
Experienced customer service professional with a proven track record in assisting customers and resolving inquiries. Recognized for exceptional problem-solving abilities and a dedication to ensuring a positive customer experience. Thrives in team-oriented environments, prioritizing collaboration and achieving results. Adaptable to changing circumstances, consistently delivers high-quality service in dynamic settings.
Overview
11
11
years of professional experience
Work History
Customer Service Agent
WestJet Airlines
09.2024 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Responded to customer requests for products, services, and company information.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Officer
ZENITH BANK PLC
06.2015 - 07.2024
- Front desk management by active processing and resolution of customers' inquiries through emails, contact centers and Zenith Direct Portal
- Processing and administration of all e-product requests by customers and resolution of complaints arising from the use of e-products
- Ensure excellent customer service delivery and prompt resolution of customer inquiries
- Analyzing clients' portfolios to match them to the products and services that best suit their needs
- Opening and closing of customer complaints on the dispute resolution portal
- Maintain knowledge, contacts, and insight into industry and company fundamentals
- Provide financial and related investment support to the team, carrying out deal sourcing, screening, and review of target companies
- Support due diligence processes of target companies
- Filing and retrieval of documents and sensitive customers' information
- Correspondence with foreign embassies through preparation and confirmation of Trade and Embassy references on behalf of customers
- Fast-tracking receipt, validation, and processing of new accounts as well as processing requests for transfer, update, and closure of customers' accounts
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Assisted call-in customers with questions and orders.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
TEACHER (National Youth Service Corps)
ONIONG WEST SECONDARY SCHOOL
12.2013 - 10.2014
- Graded schoolwork and gave appropriate feedback
- Maintained students' progress reports
- Managed organized extracurricular activities such as outings, social activities, sporting events, and teaching teenagers to save money using traditional boxes made by teams
- Applied behavior management techniques to manage student behavior in the classroom and on school premises
- Tutored and supported students through academic and personal difficulties
- Created reports on programs and extracurricular engagements and their benefits to the students
Education
Post Graduate Diploma - Business Administration
ESUT Business School
Enugu, Enugu State07-2019
Bachelor of Arts - History and International Relations
Abia State University
Uturu, Abia State10-2010
Skills
- Exceptional written and verbal communication skills
- Excellent client service skills
- Capable of prioritizing and working with minimal supervision
- Good team player
- Empathy
- Customer Relations
- Adaptability
- Detail-oriented
- Proactive
- Self-motivated
- Working Knowledge of MS Office
- File Management
- Exemplary work ethic
- Language proficiency
- Active Listening
- Customer Education
- Document Management
- Customer Service
- Problem Resolution
- Outstanding communication skills
Volunteer Experience
Vice President, Community Development Service Groups, Millennium Development Goals (MDGs), Onna, Akwa Ibom State
References
Available on request.
Certifiedtrainingscourses
- Customer service for higher performance, Terchi Development Services
- Operational Risk Management, Control Edge Consulting Limited
- Effective communication, Business writing, and Presentation skills, Greenfield Consult
Languages
English
Full Professional
Timeline
Customer Service Agent
WestJet Airlines
09.2024 - Current
Customer Service Officer
ZENITH BANK PLC
06.2015 - 07.2024
TEACHER (National Youth Service Corps)
ONIONG WEST SECONDARY SCHOOL
12.2013 - 10.2014
Post Graduate Diploma - Business Administration
ESUT Business School
Bachelor of Arts - History and International Relations
Abia State University
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