CHIEDOZIE CHIJIOKE OBI
Customer Service Representative
Lagos, NG.About
Results-driven Customer Service Representative with over 4 years of experience in optimizing customer retention and sales growth through strategic CRM utilization and data analytics. Expert in enhancing customer satisfaction and loyalty, consistently improving service delivery, and driving market expansion through effective lead generation and negotiation.
Work
MultiChoice Nigeria
|Customer Retention Officer
Lagos, Lagos, Nigeria
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Staff
Summary
Led customer retention initiatives and optimized data management, significantly enhancing customer satisfaction and loyalty across MultiChoice Nigeria's diverse customer base.
Highlights
Resolved an average of 50+ daily customer inquiries across diverse channels (email, phone, in-person), significantly boosting customer satisfaction and retention rates.
Maintained and accurately updated CRM records for over 1,000 active accounts, enhancing data integrity and streamlining communication processes.
Analyzed customer feedback from surveys and direct interactions to identify key service improvement areas, leading to the implementation of enhanced customer experience strategies.
Provided comprehensive primary customer support to both internal and external stakeholders, fostering strong relationships and ensuring efficient issue resolution across diverse queries.
Implemented data management strategies for customer information, contributing to enhanced customer loyalty programs and improved service delivery.
DROK ENERGY LIMITED
|Customer Experience Officer
Ikoyi, Lagos, Nigeria
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Summary
Provided comprehensive administrative support in a fast-paced energy environment, optimizing office operations and facilitating seamless communication for management and staff.
Highlights
Delivered exceptional customer service across phone, email, live chat, and in-person interactions, contributing to customer retention and improved satisfaction.
Monitored customer satisfaction levels and identified recurring service gaps, recommending actionable improvements that enhanced operational efficiency.
Maintained an organized and efficient office environment, ensuring smooth daily operations that supported business objectives.
Collaborated with cross-functional teams to enhance the overall customer journey and experience.
Education
FEDERAL POLYTECHNIC OKO
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Higher National Diploma (HND)
Marketing
Grade: 3.25
Courses
Marketing Principles
Consumer Behavior
Market Research
COMPREHENSIVE SECONDARY SCHOOL
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Secondary Education
Languages
English
Certificates
Adobe Photoshop CC for Graphics Design
Issued By
Udemy
EF SET English Certificate
Issued By
EF SET
Skills
Technical Skills
CRM Systems, Microsoft Office Suite, Data Entry, Computer Skills, Basic Data Analysis.
Operational Skills
Compliance Management, Office Management, Process Improvement, Reporting.
Customer Experience
Customer Relationship Management (CRM), Customer Satisfaction, Customer Loyalty, Issue Resolution, Conflict Resolution, Customer Support.
Sales & Business Development
Lead Generation, Negotiation, Sales Reporting, Product Knowledge, Selling Skills, Contract Management.
Communication & Interpersonal Skills
Exceptional Oral Communication, Written Communication, Active Listening, Stakeholder Engagement.
Interests
Hobbies
Sports, Games, Writing, Traveling, Meeting people.