Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
2017.03 - 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
2008.02 - 2017.03
  • 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 Italy
02.2017

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
2017.03 - Current

Customer Service Representative Lead

Skyebank Plc
2008.02 - 2017.03

Bachelor of Science - Strategic Management

Western Orthodox University

National Diploma - National Diploma in Maritime Transport& Business

Maritime Academy Of Nigeria
Victoria Njoku