NSO-NEKE CHINJECH
Hyattsville,MD
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Home Depot
09.2019 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered over 10 calls per shift to meet fast-paced call center demands.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Call Center Customer Service Representative
CAPITAL FUNDING GRID
08.2017 - 08.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered over 15 calls per shift to meet fast-paced call center demands.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Responded to customer comments and questions via LiveChat during shifts.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Described product highlights and benefits to help guide purchasing decisions.
- Initiated termination of customer contract upon request.
- Referred complex issues relating to online order system or technology to help desk for further evaluation.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Recommended products to customers, thoroughly explaining details.
- Delivered prompt service to prioritize customer needs.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and provided back up for customer service managers.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
Ecobank
01.2016 - 01.2017
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated professionally with colleagues, freelancers and clients.
- Promptly responded to inquiries and requests from prospective customers.
- Managed timely and effective replacement of damaged or missing products.
- Trained staff on operating procedures and company services.
- Effective liaison between customers and internal departments.
- Cross-trained and provided back up for customer service managers.
- Investigated and resolved accounting, service and delivery concerns.
- Optimized customer support by establishing collaborative service environment.
- Handled customers in fast-paced setting in coordination with solid team of customer service associates.
- Recorded actions taken, issues resolved and information to effectively manage customer accounts.
- Assessed caller accounts to determine benefits, identify service needs and resolve issues.
- Provided ongoing guest service.
- Created and maintained detailed database to develop promotional sales.
- Resolved issues over phone with customers daily.
Education
Bachelor of Science - Business Management
University of Buea
Buea Cameroon09.2015
Skills
- Senior Leadership Support
- Active Listening
- Order Fulfillment
- Sales Expertise
- Report Creation
- Credit Card Payment Processing
- Lotus Notes
- Microsoft Excel
- Stocking and Replenishing
- Microsoft PowerPoint
- Report Transcription
- Account Management
- Customer Relations
- Retail Sales Customer Service
- Business Development Understanding
- Staff Training
- Managing Multiple Tasks
- Quality Control
Timeline
Customer Service Representative
Home Depot
09.2019 - Current
Call Center Customer Service Representative
CAPITAL FUNDING GRID
08.2017 - 08.2019
Customer Service Representative
Ecobank
01.2016 - 01.2017
Bachelor of Science - Business Management
University of Buea
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