OLA STEPHEN

• Resolve customer service issues using company processes and policies and provided updates to customers.
• Respond to customer calls and emails to answer questions about products and services.
• Learn and maintain in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Escalate issues to proper supervisors when standard processes were not effective.
• Lead a team of 6 customer service representatives, overseeing daily operations and ensuring service excellence.
• - Acting as a point of contact for complex customer inquiries, working closely with internal departments to provide timely solutions.
• - Develop and deliver training sessions to improve product knowledge and customer interaction skills.
• - Implemented a ticketing system that streamlined issue tracking and resolution, resulting in a 25% reduction in response time.
• - Conduct regular team meetings to share best practices, review performance goals, and gather feedback for process enhancement.

- Assisted customers via phone, email, and live chat, addressing inquiries, solving problems, and providing product information.

- Achieved an average customer satisfaction rate of 95%, recognized through positive customer feedback.

- Resolved escalated issues promptly, collaborating with different departments to ensure timely and effective solutions.

- Processed orders, returns, and exchanges accurately, maintaining a high level of attention to detail.

- Conducted customer follow-ups to ensure their needs were met and to gather feedback for continuous improvement.

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Responded to customer requests for products, services, and company information.
• Offered advice and assistance to customers, paying attention to special needs or wants.