Summary
Overview
Work History
Education
Skills
Timeline
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Chioma Akanaga

West Des Moines

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with 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 exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

12
12
years of professional experience

Work History

Work From Home Customer Service Agent

Best Buy
05.2021 - 08.2022
  • Resolved minor to moderate technology faults, supporting constant availability and consistent performance.
  • Documented calls according to company policies for use in performance measurement and business progress tracking.
  • Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.
  • Applied creative thinking to client questions and concerns absent from scenario-based response manuals.
  • Provided empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions.
  • Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
  • Answered live online chats to give quick answers and solve problems faster.
  • Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
  • Attended virtual department meetings, contributing to ongoing improvement initiatives and addressing emerging performance concerns.
  • Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.
  • Responded to website and email inquiries within 24 hours to maintain customer satisfaction and generate positive reviews

Store Manager

Dollar Tree Stores
12.2014 - 05.2017
  • Managed inventory control, cash control and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Resolved customer inquiries and complaints from multiple channels with moderate supervision.
  • Assessed customer issues and identified resources and tools to provide solid solutions with emphasis on minimizing customer effort.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted to Store Manager within 1 year with company

Money Center Associate

Trinity Health Corporation
05.2010 - 03.2015
  • Performed various money center services to customers.
  • Handled tax preparation for employees and customers.
  • Answered department phone calls.
  • Updated and maintained long-term accounts.
  • Balanced safe, prepared tills and prepared register bags for next sales date.
  • Trained new employees on proper cash routines, procedures and requirements.
  • Followed company policies, procedures and practices for accurate recordkeeping and loss prevention.
  • Investigated financial inconsistencies to solve discrepancies and reported to manager.
  • Researched and resolved account discrepancies.
  • Trained new associates on POS system and key sales tactics to run cash office.
  • Communicated guest and employee requests to management for issue resolution.
  • Fielded phone calls to main business line to gather information and answer inquiries.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Managed over 50 customer calls per day.

Education

Bachelor of Science - Nursing

University of Texas At Tyler
Tyler, TX
12.2019

Skills

  • Effective communication and collaboration abilities
  • Excellent Attention to Detail
  • Strong Telephone Etiquette
  • Adaptable and Flexible
  • Decision making skills
  • Policy Development and Enforcement
  • Calm and Professional Under Pressures
  • Multitasking and Time Management
  • Applicable technical knowledge (eg Microsoft 365, Excel)
  • Self-Motivated
  • Flexible and Adaptable
  • Complaint Resolution
  • Problem-Solving Abilities
  • Critical Thinking
  • Inbound And Outbound Calling
  • Listening Skills

Timeline

Work From Home Customer Service Agent

Best Buy
05.2021 - 08.2022

Store Manager

Dollar Tree Stores
12.2014 - 05.2017

Money Center Associate

Trinity Health Corporation
05.2010 - 03.2015

Bachelor of Science - Nursing

University of Texas At Tyler

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Chioma Akanaga