Ifeoma Aninye
Charlotte,NC
Summary
Resourceful Customer Success Specialist known for high productivity and efficiently completing tasks. Specialize in customer relationship management, problem-solving, and communication strategies. Excel in active listening, empathy, and patience to enhance customer satisfaction and foster long-term loyalty.
Overview
6
6
years of professional experience
Work History
Customer Success Specialist
Deking consults LLC
Charlotte, NC
01.2024 - Current
- Developed client relationships through proactive outreach, regular check-ins, and continued follow-up.
- Developed innovative ways to increase customer satisfaction levels by implementing new processes.
- Resolved customer inquiries in a timely manner while maintaining an exceptional level of service.
- Maintained accurate records of customer accounts using CRM software.
- Maintained detailed records of customer interactions within CRM system.
- Conducted customer training sessions on how to use products effectively.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Representative Team Lead
Conduent/Aetna
Charlotte, NC
09.2022 - 12.2023
- Implemented coaching techniques to help employees reach their full potential.
- Resolved escalated customer complaints in a timely manner.
- Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
- Performed quality assurance audits of calls handled by representatives.
- Developed comprehensive reports detailing trends in customer inquiries or complaints.
- Created, implemented and maintained departmental policies and procedures.
- Maintained accurate records of employee attendance, vacation days and sick leave requests.
- Analyzed customer feedback surveys to identify areas for improvement within the team.
Customer Service Representative
Everise/Careplus
Charlotte, NC
01.2021 - 08.2022
- · Followed HIPPA guidelines to ensure members’ information is kept confidential.
- Reviewed claims for members
- Going over members benefits and advising members of copayments, deductible and maximum out of pocket(MOOP)
- · Assisting members in booking their transportation to their medical related appointments appointments.
- Reviewing insurance application for prospective members.
- Providing members with the details of in and out of network providers.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Technical /Sales Support Representative
Sutherland/cox communication
Charlotte, NC
01.2020 - 12.2020
- · Troubleshoot devices to identify and resolve issues related network malfunction or poor internet connectivity.
- Identify upselling opportunities to facilitate sales of company products/services.
- · Communicate with clients via phone calls, to provide step-by-step solutions effective in resolving device problems.
- Utilized CRM software to track customer interactions, sales, and progress towards targets.
- Trained new representatives on product knowledge, sales strategies, and company policies.
- Negotiated terms of agreements and closed sales with clients to meet revenue objectives.
Fraud Prevention Representative
TTEC/Bank of America
Charlotte, NC
01.2019 - 10.2019
- Monitored systems logs for unusual behavior that may indicate attempted or successful attempts at unauthorized access.
- Analyzed data from multiple sources such as credit card companies, banks, and payment processors for suspicious activity.
- Documented any changes made within the system that are intended to help reduce the incidence of fraud.
- Created detailed reports summarizing investigations into suspected fraudulent activity.
- Maintained accurate records of all investigations including case notes, documents, emails.
- Responded quickly to customer inquiries regarding suspected fraud incidents.
Education
Bachelor of Arts - Linguistics And African Languages
University of Benin
Benin City, Nigeria02-2013
Skills
- CRM Software
- Customer Segmentation
- Sales Support
- Call Management
- Information Security
- Account updating
- Complaint resolution
- Report Generation
Timeline
Customer Success Specialist
Deking consults LLC
01.2024 - Current
Customer Service Representative Team Lead
Conduent/Aetna
09.2022 - 12.2023
Customer Service Representative
Everise/Careplus
01.2021 - 08.2022
Technical /Sales Support Representative
Sutherland/cox communication
01.2020 - 12.2020
Fraud Prevention Representative
TTEC/Bank of America
01.2019 - 10.2019
Bachelor of Arts - Linguistics And African Languages
University of Benin
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