Victoria Njoku
Sugar Land,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Escalation Specialist
Conduent Business Services
03.2017 - Current
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
- Collaborated with cross-functional teams to identify root causes of escalated issues and implement long-term solutions.
- Streamlined the escalation process by developing clear communication guidelines for team members and stakeholders.
- Enhanced department efficiency through regular training sessions on best practices for handling complex cases.
- Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
- Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
- Created detailed reports on recurring issues, helping management make informed decisions about product improvements or policy changes.
- Safeguarded customer data privacy through strict adherence to company protocols when working with sensitive information.
- Ensured smooth transitions between shifts by providing thorough updates on ongoing cases during shift handovers.
- Assisted in the implementation of new tools designed to improve case tracking and reporting capabilities within the escalation team.
- Kept abreast of industry trends and best practices in escalation management through continuous professional development opportunities.
Customer Service Representative Lead
Skyebank Plc
02.2008 - 03.2017
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Implemented new training programs for better team performance and improved service quality.
- Streamlined workflow processes to increase efficiency and reduce response times.
- Collaborated with cross-functional teams to improve overall customer experience.
- Mentored junior staff, providing guidance on best practices in customer service.
- Consistently met or exceeded performance metrics, leading to increased team success and recognition.
- Developed strong relationships with clients, fostering loyalty and repeat business.
- Actively participated in company-wide initiatives aimed at enhancing overall customer satisfaction levels.
- Managed escalated calls effectively, minimizing negative impact on client relations while maintaining composure under pressure.
- Offered personalized solutions for customers by thoroughly understanding their needs and preferences.
- Increased first-call resolution rates through targeted coaching sessions focused on active listening skills for team members.
Education
Bachelor of Science - Strategic Management
Western Orthodox University
Rome Italy02.2017
National Diploma - National Diploma in Maritime Transport& Business
Maritime Academy Of Nigeria
03.2008
Skills
- Active Listening
- Interpersonal Skills
- Attention to Detail
- Written Communication
- Conflict Resolution
- Effective Communication
- Critical Thinking
- Process Improvement
- Cross-functional Collaboration
- De-escalation Techniques
- Adaptability
- Analytical Skills
Timeline
Escalation Specialist
Conduent Business Services
03.2017 - Current
Customer Service Representative Lead
Skyebank Plc
02.2008 - 03.2017
Bachelor of Science - Strategic Management
Western Orthodox University
National Diploma - National Diploma in Maritime Transport& Business
Maritime Academy Of Nigeria
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