PERES UWAZIE
CHELTENHAM,MD
Summary
Results-driven Customer Care Representative with over3 years of experience in delivering exceptional service across various industries. Proficient in utilizing CRM software to manage customer interactions, resolve issues, and enhance customer satisfaction. Skilled in both verbal and written communication, with a proven track record in conflict resolution and problem-solving. Adept at building positive relationships with customers, prioritizing their needs, and collaborating with cross-functional teams to achieve service goals. Committed to continuous improvement and dedicated to providing a seamless customer experience, fostering brand loyalty and retention.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
GloWorld Limited
09.2022 - Current
- Provided exceptional support to an average of20 customers daily across various communication channels, including phone, email, and live chat, maintaining a customer satisfaction score of95%
- Successfully resolved customer inquiries and complaints by identifying root causes and offering effective solutions, leading to a50% reduction in escalated issues
- Utilized Glo Cafe software to log interactions, track customer feedback, and manage follow-up actions, ensuring comprehensive service documentation
- Collaborated closely with sales and technical support teams to address complex customer needs and streamline service processes, contributing to an overall improvement in operational efficiency
- Trained and mentored new team members on best practices in customer service, enhancing team performance and service delivery
Customer Support Specialist
MultiChoice Group
12.2021 - 08.2022
- Assisted customers with product inquiries, order status, and troubleshooting, effectively managing high call volumes while maintaining professionalism and empathy
- Developed and maintained a comprehensive FAQ document, reducing response time for common customer issues and improving team efficiency
- Implemented feedback mechanisms that captured customer insights, helping inform product improvements and refine service offerings
- Received multiple ‘Employee of the Month’ awards for consistently exceeding performance targets and delivering exemplary service
Education
B.Sc. - Accounting
Benson Idahosa University
Skills
- Communication Skills
- Active Listening
- Problem-Solving
- Empathy and Patience
- Time Management
- Adaptability
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Professional telephone demeanor
- De-escalation techniques
- Dispute resolution
- Research
- [Software] CRM system proficiency
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
GloWorld Limited
09.2022 - Current
Customer Support Specialist
MultiChoice Group
12.2021 - 08.2022
B.Sc. - Accounting
Benson Idahosa University
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