Joanne Agbam
Belleville
Summary
Dedicated Customer Service Professional, Committed to ensuring customer satisfaction, by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices, and adept at exploring different solutions to address customer needs effectively.
Overview
12
12
years of professional experience
Work History
Certified Home Health Aide
Bayada Home Health
Bloomfield, NJ
07.2025 - Current
- Administered personalized care services to enhance clients' quality of life and emotional health.
- Assisted clients with mobility and transfers, ensuring safety during activities of daily living.
- Administered medications accurately according to prescribed schedules, maintaining client health standards.
- Developed personalized care plans in collaboration with healthcare professionals, addressing individual client needs.
- Monitored client health conditions and reported changes to healthcare teams for timely interventions.
- Developed and implemented comprehensive infection control measures to maintain safe environments for all stakeholders.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Provided companionship reducing feelings loneliness isolation improving patient''s overall emotional wellbeing.
- Delivered exceptional personal care while maintaining dignity for each individual client respecting privacy boundaries at all times.
Customer Service Representative
Bank of Industry
Nigeria
12.2013 - 12.2023
- Facilitated customer support through phone and in-person interactions.
- Addressed customer inquiries, ensuring precise information dissemination.
- Facilitated account management tasks, including updates and inquiries.
- Acquired in-depth knowledge of banking products and services to enhance customer support.
- Revamped FAQ section to address common customer inquiries, enhancing user experience.
- Cultivated a positive customer service culture within the team to enhance overall service quality.
- Facilitated quarterly customer service meetings to evaluate performance metrics and establish improvement objectives.
- Engaged in training programs to deepen product knowledge and elevate customer service skills.
- Facilitated collaboration with product team to relay customer feedback for product enhancements.
- Established a feedback system enabling customers to share service experiences.
- Conducted comprehensive training sessions to equip new customer service representatives with essential knowledge of company policies and procedures.
- Evaluated customer service metrics to uncover trends and formulate improvement strategies.
- Monitored call metrics and provided feedback to optimize team efficiency and quality.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
Education
MBA - Business Administration
Lagos State University
Nigeria06-2015
Bachelor of Science - Mass Communication
Abia State University
Nigeria06-2009
Skills
- Computer proficiency
- Complaint Resolution
- Customer satisfaction measurement
- Microsoft Office Suite
- Microsoft PowerPoint
- Customer relationship management (CRM)
- CRM software proficiency
- Report preparation
- Active listening
- Critical thinking
- Communication skills
- Call center experience
Timeline
Certified Home Health Aide
Bayada Home Health
07.2025 - Current
Customer Service Representative
Bank of Industry
12.2013 - 12.2023
MBA - Business Administration
Lagos State University
Bachelor of Science - Mass Communication
Abia State University