OLUCHI FLORA ENELAMAH
Durham,NC
Summary
Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations. Possess solid computer and administrative and analytical skills. Proficient use of Microsoft Excel, Word, and use of citrix (Windows 7, 8, and 10), Outlook. Strong organizational skills with attention to detail, problem solving and decision making. Excellent customer service, positive attitude, and professionalism. Ability to prioritize, multitask, develop, and implement organized filing systems.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Customer Care Specialist/Web Support
Duke Energy
Raleigh, Carolina
01.2019 - Current
- Building genuine connections with customers and being great ambassador for Duke Energy brand while listening to customer anticipating their needs and offering solutions
- Arriving on time and adhering to schedule
- Being engaged customer advocate
- Meeting or exceeding performance targets
- Capacity to adjust, respond, and learn quickly in dynamic and in ever changing environment.
- Handling customer's needs with integrity and empathy in one transaction
- Accurately navigating and maneuvering through multiple computer applications and screens simultaneously
- Managing time, recording it accurately and inputting it according to company's quality standards
- Actively engaging and participating in training and weekly coaching sessions
- Taking independent initiative and actively contributing as a valuable team member under guidance of a coach.
- Achieved a 10% growth in sales.
- Program offerings, computer tools, process changes
- Present yourself well with positive, proactive, and professional approach.
- Show strong sense of responsibility and desire to get things done properly.
- Possess warm, friendly, and engaging personality with confident telephone manner.
- Demonstrate good organizational skills.
Developmental CCST/Web Support
Duke Energy
Raleigh, NC
04.2021 - 04.2022
- Troubleshot issues with websites and fixed scripting and use issues.
- Answer all incoming calls for web team.
- Maintain email inbox for web team.
- Follow up on incomplete support tickets.
- Provide internal and external customer support and technical solutions for web portal via email, and phone.
- Activate and deactivate customers from web portal.
- Perform other tasks as assigned by web support specialists, Team leaders.
- Perform non call tasks via email
- Excellent communication skills, both verbal and written.
- Resolved problems, improved operations and provided exceptional service.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
Certified Nursing Assistant
Cedars of Chapel Hill
Chapel Hill, North Carolina
12.2016 - 01.2019
- Bathing, dressing, and taking patient vital signs
- Collecting information about conditions and treatment plans from caregivers and nurses
- Examining patients for bruises and other injuries/wounds
- Turning or repositioning patient who is bedridden, lifting patient into and out of bed
- Cleaning and sanitizing patient area
- Answering patient calls and transporting patient to treatment unit, grocery shopping etc
- Created and maintained a safe patient & work environment.
Certified Nursing Assistant
Nursecare Of North Carolina
Durham, North Carolina
01.2016 - 01.2019
- Bathing, dressing, and taking of patient vital signs
- Collecting information about conditions and treatment plans from caregivers and nurses
- Examining patients for bruises and other injuries/wounds
- Turning or re-positioning patient who is bedridden, lifting patient into and out of bed
- Cleaning and sanitizing patient area
- Answering patient calls and transporting patient to treatment unit, grocery shopping
- Assist patient with ambulation, walker, and wheelchair
- Created and maintained a safe patient & work environment
- Fostered relationships with patient, caregivers, and health care teams to achieve individual health care plan targets.
Customer Service Representative/Technical support
Connections Incorporated, North
, Carolina
01.2015 - 04.2015
- Recording all queries and making notes on logging software
- Providing excellent customer service
- Handle customer inquiries, complaints, billing questions and payment request
- Going above and beyond to help resolve the reason for call
- Troubleshooting issues with downloading products purchased.
Loan Mitigation/Foreclosure Agent
Seterus, IBM
Durham, North Carolina
11.2012 - 09.2013
- Responsible for ensuring that all loan documentation is complete, accurate, verified and complies with company policy
- Offer advice on alternatives to foreclosure while adhering to standards and review file documentation to make sure all items needed are received
- Responsible for making sure that loans going through retention/workout options are assigned to processors
- Review documents related to the sale of a foreclosed property (such as liens, inspection reports, appraisals, and insurance policies)
- Review of client's mortgage payment history and financial documents, such as bank statements and investment portfolios
- Negotiate mortgage terms for the homeowner that will prevent foreclosure.
Customer Service Rep/Tech support Specialist
ACS Xerox-Apple
Raleigh, North Carolina
05.2012 - 10.2012
- Handle customer inquiries, complaints, billing questions and payment extensions/service requests
- Maintain quality control/satisfactory records, constantly seeking new ways to improve customer service
- Helping customers to register online and/or to process their orders, quickly and effectively solve customer challenges
- Troubleshooting computers, printers and remotely accessing computers using Citrix to resolve computer issues
- Recording all queries and making notes on logging software.
Customer Service Representative/Tech Support Specialist
ACS Xerox-Sprint/Nextel
Cary, North Carolina
07.2010 - 04.2011
- Recommended, selected, and helped to locate out-of-stock product based on customer requests
- Provided customer service during an average of 50 calls per day by answering customer inquiries, solving problems, and providing new product information
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service
- Support sales reps in opening new accounts and upgrading existing service
- Achieved sales goals and service performance requirements of 100% through new customer sales
- Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
Education
MSc - Information Technology Management
Western Governor’s University
Salt Lake City, UT 03.2021 - Current
Training Certified Nursing Assistant Training - Certified Nursing Assistant
Gericare Education & Training Inc
Durham, NC 09.2015 - 11.2015
Bachelor of Arts - Philosophy
University of Benin
Benin City Nigeria 01.1999 - 12.2002
Skills
Sales expertise
undefinedCertification
ISACA-Certified Information System Auditor (CISA)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Developmental CCST/Web Support
Duke Energy
04.2021 - 04.2022
MSc - Information Technology Management
Western Governor’s University
03.2021 - Current
Customer Care Specialist/Web Support
Duke Energy
01.2019 - Current
Certified Nursing Assistant
Cedars of Chapel Hill
12.2016 - 01.2019
Certified Nursing Assistant
Nursecare Of North Carolina
01.2016 - 01.2019
Training Certified Nursing Assistant Training - Certified Nursing Assistant
Gericare Education & Training Inc
09.2015 - 11.2015
Customer Service Representative/Technical support
Connections Incorporated, North
01.2015 - 04.2015
Loan Mitigation/Foreclosure Agent
Seterus, IBM
11.2012 - 09.2013
Customer Service Rep/Tech support Specialist
ACS Xerox-Apple
05.2012 - 10.2012
Customer Service Representative/Tech Support Specialist
ACS Xerox-Sprint/Nextel
07.2010 - 04.2011
Bachelor of Arts - Philosophy
University of Benin
01.1999 - 12.2002
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