Joy Esugo
Carrollton,TX
Summary
Proven Client Relations Associate at CVS/caremark, adept in CRM software and conflict resolution, significantly increased customer retention through innovative solutions and effective team mentoring. Excelled in performance tracking and customer relations, showcasing a commitment to excellence and a knack for fostering positive client experiences.
Overview
9
9
years of professional experience
Work History
Client Relations Associate
CVS/caremark
Richardson, TX
06.2020 - Current
- Resolved customer complaints in a timely manner by actively listening to their concerns and providing solutions.
- Evaluate progress for all claims and coordinate with team leader for all issues and effective resolution and develop new methods to handle all claims
- Monitored industry trends and competitive landscape as they relate to customer experience initiatives.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Trained and mentored new hires in customer service excellence and CRM software usage.
- Created reports summarizing key insights from data analysis of customer feedback surveys.
- Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Tracked performance metrics related to customer retention rates, response times, on a weekly basis.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Facilitated knowledge sharing sessions to keep the team updated on best practices in customer relationship management.
- Addressed inquiries from clients and department team members.
- Managed crisis communications, turning dissatisfied customers into brand advocates.
- Resolved customer complaints in a timely manner by actively listening to their concerns and providing solutions.
Client Support Specialist
Bed Bath & Beyond
Coppell, TX
02.2016 - 06.2020
- Surpassed sales goals through implementation of successful marketing strategies.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Provided feedback on areas where improvements were needed in order to enhance customer experience.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Strengthened customer retention by offering discount options.
Education
Bachelor of Science - Business Administration
Lagos State University
Iberia, MOSkills
- CRM software expertise
- Performance tracking
- Account management
- Customer relations
- Account updates
- Training and mentoring
- Conflict resolution
- Sales forecasting
- Team collaboration
- Task prioritization
Timeline
Client Relations Associate
CVS/caremark
06.2020 - Current
Client Support Specialist
Bed Bath & Beyond
02.2016 - 06.2020
Bachelor of Science - Business Administration
Lagos State University
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