Tobechukwu ESIAKA
Plano,TX
Summary
I excel in resolving complex issues, fostering strong customer relationships, and driving continuous improvement. Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Samsung Electronics America, Inc.
Coppell
05.2022 - Current
- Reduced customer complaint resolution time by 20% through efficient communication and issue tracking
- Delivered exceptional customer service by assisting customers with inquiries related to shipping, delivery statuses, and order discrepancies, ensuring a high level of customer satisfaction
- Investigated and resolved shipping issues, working closely with fulfillment centers, delivery teams, and customers to ensure orders were delivered on time and accurately
- Proactively identified potential service delays and communicated with customers to provide updates, alternatives, and solutions, enhancing customer trust
- Demonstrated strong problem-solving abilities by resolving customer issues quickly and effectively, often turning negative situations into positive outcomes
- Collaborated with team members and supervisors to optimize logistics processes, reduce errors, and improve operational efficiency, contributing to overall customer satisfaction
- Managed a high volume of inquiries while maintaining attention to detail and a commitment to quality service, often receiving recognition for exceptional customer care
- Determined accurate prices for customer services, consistently searching for deals and best prices.
Customer Service Representative
Amazon.com, Inc.
Coppell
06.2019 - 03.2022
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided top quality control and eliminated downtime to maximize revenue.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Updated databases with new and modified customer data.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Education
Master of Science - Product Lifecycle & Supply Chain Management
University of Texas
Dallas, TXBachelor of Science - Geology
University of Port-Harcourt
Port-Harcourt, NigeriaSkills
- Proficient Customer Service
- Reporting & Documentation
- Product Sourcing & Procurement
- SAP
- Internal & External Communications
- Issue Resolution & De-Escalation
- Microsoft Office Suite
- SQL
- Customer relationship management (CRM)
- Customer RMA management
- Live chat support
- Active listening
- Account updating
- De-escalation techniques
- Order fulfillment
- Escalation management
- Call escalation
- Researching
- Stock management
- Service upselling
- Technical support
- Call management
- Strong teamwork
Timeline
Customer Service Representative
Samsung Electronics America, Inc.
05.2022 - Current
Customer Service Representative
Amazon.com, Inc.
06.2019 - 03.2022
Master of Science - Product Lifecycle & Supply Chain Management
University of Texas
Bachelor of Science - Geology
University of Port-Harcourt