Obinna Moneke
Hangzhou,Zhejiang
Summary
Proven bilingual professional with a track record of enhancing customer satisfaction at Alibaba Group through effective resolution of technical issues and skilled management of customer relations. Excelled in account management and teamwork, significantly improving client retention. Demonstrates patience, resilience, and the ability to remain calm under pressure, ensuring high-quality customer support and service.
Overview
3
3
years of professional experience
Work History
Customer Relationship Officer
Suzhou Sheng Guan Thai International Trade Co,Ltd.
04.2022 - 02.2024
- Managed customer relations on ongoing basis to maximize customer retention.
- Developed targeted marketing campaigns for specific customer segments, increasing engagement rates among clients.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Reduced call center wait times by efficiently managing incoming requests and delegating tasks effectively.
- Made customers aware of current and new programs and services.
- Assisted customers with opening accounts and signing up for new services.
Customer Support Technician
Alibaba Group
03.2021 - 01.2022
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Balanced workload effectively across multiple channels such as email, phone calls, live chat, thus maintaining high levels of responsiveness.
- Implemented feedback from clients to improve support services, resulting in higher customer retention rates.
- Managed high-pressure situations calmly when assisting frustrated customers, defusing tensions while providing efficient resolutions.
- Provided exceptional support with comprehensive troubleshooting guides, empowering customers to resolve minor issues independently.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Bachelor Of Computer Science - Computer Science
Zhejiang University Of Science And Technology
Hangzhou , China West African Examination Certificate -
Mea Mater Elizabeth High School Agbani
Enugu , Nigeria 07.2017
Skills
- Bilingual (Chinese & English)
- Customer Relations
- Patience and resilience
- Account Management
- Account Updates
- Sales proficiency
- Teamwork and Collaboration
- Calm Under Pressure
Accomplishments
•Earned multiple customer commendations for exceptional service and problem resolution.
•Successfully resolved 90% of technical issues on the first call, reducing repeat contacts.
•Reduced average call handling time by 20% while maintaining high-quality service.
•Successfully upsold additional services and products, contributing to a 10% increase in sales.
•Resolved 95% of customer issues on first contact, enhancing customer satisfaction scores.
Languages
Chinese (Mandarin)
Professional Working
Timeline
Customer Relationship Officer
Suzhou Sheng Guan Thai International Trade Co,Ltd.
04.2022 - 02.2024
Customer Support Technician
Alibaba Group
03.2021 - 01.2022
Bachelor Of Computer Science - Computer Science
Zhejiang University Of Science And Technology
West African Examination Certificate -
Mea Mater Elizabeth High School Agbani