GRACE CHIDINMA NWAFOR
Frisco,TX
Summary
Dedicated and solution-oriented customer service representative with a proven track record of delivering exceptional client support and satisfaction. Highly skilled in active listening, problem-solving, and effective communication. Adept at handling a wide range of inquiries and issues while maintaining a positive and empathetic demeanor. Committed to fostering positive customer experiences through efficient resolution and personalized assistance. Consistently recognized for professionalism, patience, and adaptability in dynamic situations. Ready to contribute extensive expertise to a team focused on delivering top-tier customer service.
Overview
9
9
years of professional experience
Work History
Customer Service Representative / Call Center
Shutterfly
03.2024 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed approximately 30 incoming calls, emails and faxes per day from customers
Premier Service Consultant-WFH
KAY EXPRESS LOGISTICS
07.2020 - 03.2024
- Utilize my knowledge of the organization’s products and services to retain customers by educating and explaining their bills, rate plans and other viable features
- Provide customers’ requests on device purchases, plans, and products
- Troubleshooting and escalating unresolved issues to the appropriate department and senior management
- Make offers on every call for new and existing Products and Promotions (Sales)
- Maintained an average of 95% customer satisfaction goal and survey rating each quarter for the Department
- Assist customers with refunds on overcharged bills and adjustments
- Assist customers with Inbound mobility wireless enquiries, activations, number port and consumer account
- Assist with third party vendor numbers and other Tier 3 support and suppliers
- Process customer orders, queries, requests, complaints and adjustments
- Collaborated with team members to develop new strategies for enhancing customer satisfaction and retention.
Material Handler/ Trainer
Target Distribution Center
05.2018 - 07.2020
- Handle and package products for delivery
- Receive, prepare, sort, label and convey Packages for shipment
- Verify the accuracy of several outgoing deliveries
- Track the stock within the warehouse and record orders
- Train new intakes on how to process, sort and package orders
- Packed items into appropriate containers for shipment.
- Transported inventory items to appropriate locations.
- Maintained a safe work environment by following proper safety protocols and conducting regular inspections.
- Identified workers with specific skill sets to recommend for promotions and raises, increasing internal hiring 25%.
Customer Care Representative (Prepaid/Corporate/Specialized Helpdesk)
Globacom Telecommunication
08.2016 - 04.2018
- Handling all Corporate enquiries and resolution of complaints on phone via proper documentation and escalation
- Enlightening Subscribers on functionalities, features and competitive advantages
- Process customers' return for a replacement or refund
- Managed high call volume with exceptional professionalism and efficiency.
- Optimum utilization of CRM tools and Systems
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provide up-to-date information for customers’ queries
- Achieve set targets and promote the sophisticated image of the company
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive policy knowledge
Education
M.sc - Environmental Toxicology and Pollution Management
UNIVERSITY OF LAGOS
Nigeria05.2017
B.sc - Animal and Environmental Biology
ABIA STATE UNIVERSITY
Nigeria09.2012
Skills
- Problem-solving
- Time management
- Inbound support
- Team Player
- CRM
- B2B
- Product Support
- Conflict resolution
- Customer experience
- Chat Support
- Live Chat
- Zendesk
- Active listening
- Data entry
- Attention to detail
- Communication skills
- Analytical skills
- Microsoft Excel/Word
Assessments
Customer focus & Orientation, Highly Proficient, 08/01/20
Timeline
Customer Service Representative / Call Center
Shutterfly
03.2024 - Current
Premier Service Consultant-WFH
KAY EXPRESS LOGISTICS
07.2020 - 03.2024
Material Handler/ Trainer
Target Distribution Center
05.2018 - 07.2020
Customer Care Representative (Prepaid/Corporate/Specialized Helpdesk)
Globacom Telecommunication
08.2016 - 04.2018
M.sc - Environmental Toxicology and Pollution Management
UNIVERSITY OF LAGOS
B.sc - Animal and Environmental Biology
ABIA STATE UNIVERSITY
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