Sixtus Ugwunali
Customer Relationship Manager
Brooklyn,NY
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Customer Success Associate known for exceptional productivity and task efficiency. Specialize in relationship management, problem-solving, and product knowledge to ensure client satisfaction. Excel in communication, empathy, and adaptability, crucial for fostering positive customer experiences and building long-term relationships.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Relationship Manager ( Contract )
Deel Global Inc
Switzerland, Switzerland
11.2023 - 05.2024
- Participated in all cross-functional training to develop process improvements within the customers of CCCI using SAP call center software. MS Word, Excel, PowerPoint.
- Exceed and meet timeline for managing orders and transactions.
- Entering orders and in the database, use Salesforce to preview and update reports.
- File orders and call tags for orders processed, and schedule returns.
- Conducted surveys to assess customer satisfaction levels.
- Developed strategies to improve customer service experience and enhance customer loyalty programs.
- Created detailed reports of daily interactions with customers and submitted them to management.
Customer Success Associate
ClaimCor Solutions
Tampa, FL
08.2021 - 02.2023
- Handled customer inquiries effectively across multiple mediums such as phone, email, and chat
- Effectively assisting clients in troubleshooting issues encountered with products or services
- Kept an accurate track record of customer communications and dealings through the use of CRM software.
- Efficiently escalated and resolved complex issues by collaborating with cross-functional teams.
- Participated in ongoing training to stay updated on product knowledge and customer service best practices.
Customer Service Representative
Property Express _ Thebestirs
Irvin, Texas
08.2018 - 03.2021
- Conducted in-depth analysis of customer service data, identifying patterns and trends to improve overall customer satisfaction.
- Provided relevant information through reports and dashboards to facilitate decision-making by management
- Worked closely with customer service teams to analyze data and put in place process enhancements.
- Conducted root cause analysis for customer escalations, collaborating with relevant departments to execute corrective actions
- Provided recommendations for training programs and resources to enhance customer service representative performance.
Customer Support Associate
Department OF Homeland Security
Washington, DC
01.2016 - 08.2018
- Handled a high volume of incoming customer calls, addressing inquiries, and resolving issues in a courteous and efficient manner
- Utilized ticketing systems to prioritize and manage customer requests
- Assisted in developing and updating customer service scripts and guidelines
- Participated in ongoing training to stay informed about product updates and service protocols
- Collaborated with cross-functional teams to escalate and resolve complex customer issues.
Education
High School Diploma -
BSC Mathematics statistics -
Skills
- Clear and effective communication
- Ability to Understand a Customers Complaint and Issue
- Empathy and Logical Thinking
- Problem-solving
- Adaptability
- Teamwork
- Pivot Tables
- Implementing procedures and policies
- Familiarity with Dynamics Customer Service
- Zendesk
- Salesforce
- Microsoft Copilot
- Managing and analyzing customer data
- Sales processes
- Marketing strategies
- CRM/CSM alignment
- Call Management
- Complaint resolution
- Data Entry
- Inbound and Outbound Calling
- Data Collection
- Appointment Scheduling
- High-energy attitude
- Client Relationship Building
- Upselling strategies
- Product Knowledge
- Account updating
Certification
- State Farm Property Certification
- Diploma Customer Relationship Management CRM
- Dynamics 365 Customer Service
- NFIP Certification
- Salesforce
- Power Platform Diploma
Timeline
Customer Relationship Manager ( Contract ) - Deel Global Inc
11.2023 - 05.2024
Customer Success Associate - ClaimCor Solutions
08.2021 - 02.2023
Customer Service Representative - Property Express _ Thebestirs
08.2018 - 03.2021
Customer Support Associate - Department OF Homeland Security
01.2016 - 08.2018
Flint Northern High School - High School Diploma,
University of Lagos - BSC Mathematics statistics,