Chidiebere Agbaka
Atlanta,GA
Summary
Results-oriented candidate known for outstanding communication, customer service, and conflict resolution abilities.Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Dedicated Senior Customer Service Representative seeking to leverage over 9 years of experience in delivering exceptional customer service and fostering positive client relationships. Skilled in resolving complex issues, enhancing satisfaction, and driving revenue growth. Eager to contribute to a dynamic team and exceed expectations in a challenging environment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative Lead
A
03.2021 - 02.2024
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Cross-trained and provided backup support for organizational leadership.
- Assisted with the implementation of new CRM software, streamlining communication between departments.
- Implemented new training programs for better team performance and improved service quality.
- Conducted regular performance reviews for team members, identifying strengths and areas for growth to enhance individual development plans.
- Implemented company policies and procedures for professional, cohesive customer care.
Customer Service Representative Supervisor
B
01.2018 - 02.2021
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Kept high average of performance evaluations.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Monitored performance metrics to identify areas of improvement and implement necessary changes.
- Enhanced customer satisfaction by efficiently addressing and resolving concerns.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
Customer Service Support Agent
C
05.2014 - 02.2021
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over the phone and in person.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Utilized knowledge of products and services to guide customers towards optimal solutions that met their needs.
- Tested new software and hardware before deployment.
- Acted as liaison between customers and internal departments, facilitating the resolution of complex issues.
- Reduced wait times for callers by implementing effective call routing strategies based on availability or expertise within the team.
Education
Bachelor of Arts - Law
Enugu State University of Science And Technology
Enugu,Nigeria12.2005
Skills
- Billing Adjustments and Refunds
- Remote Office Availability
- Quality Assurance Controls
- Strong communication
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Team Coaching
- LiveChat Support
- Microsoft Office
- Computer Skills
- Problem Resolution
- Strong Analytics and Verbal Reasoning
- Conflict Mediation
- Customer Satisfaction
- Escalation Management
- CRM software proficiency
Certification
- SCP Training - 2022
Timeline
Senior Customer Service Representative Lead
A
03.2021 - 02.2024
Customer Service Representative Supervisor
B
01.2018 - 02.2021
Customer Service Support Agent
C
05.2014 - 02.2021
Bachelor of Arts - Law
Enugu State University of Science And Technology
- SCP Training - 2022
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