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Confidence Uzoma

Data Collector/Customer Support/Chat and Email Support

Abuja, Nigeria
Studied Office Technology Management at Federal Polytechnic Nekede, Owerri Imo State
Financial Services
Joined July 21, 2023


Results-driven Customer Support Specialist with a strong focus on providing exceptional service and resolving customer inquiries. Proficient in utilizing CRM software and chat support platforms to maintain open and interactive communication with customers. Skilled in identifying and addressing customer concerns with empathy and efficiency, ensuring a positive customer experience. Adept at handling inbound calls, emails, chats, tasks, and tickets while adhering to industry-specific standards. Collaborative team player with a proactive approach to problem-solving and a track record of meeting and exceeding performance metrics.
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E-settlement Limited
Feb 2022 – May 2023
Customer Service Representative
Developed and maintained strong customer relationships through proactive and personalized communication using CRM software, resulting in a 20% increase in customer retention. Achieved a 96% customer satisfaction rating by resolving comp and inquiries with empathy and efficiency. Streamlined customer support processes by implementing new chat support platforms, resulting in a 30% reduction in response time. Received commendation from management for consistently resolving 100 tickets per day with a high level of accuracy and attention to detail. Proactively identified and resolved potential issues, resulting in a 25% decrease in customer escalations and complaints. Collaborated with cross-functional teams to address customer feedback and product improvement suggestions, leading to a 15% decrease in customer complaints. Received recognition for consistently meeting and exceeding key performance indicators (KPIs) related to response time, customer satisfaction, and issue resolution. Successfully onboarded and trained new customer support team members, ensuring a smooth transition and maintaining high-quality service standards.
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Guaranty Trust Bank
May 2020 – Feb 2022
Customer Service Representative
Proactively identified and escalated complex issues to the appropriate departments, resulting in prompt resolution and improved customer experience. Received appreciation from both customers and management for providing prompt and courteous service, contributing to the bank's positive reputation. Demonstrated a high level of professionalism and confidentiality in handling sensitive customer information. Consistently adhered to the bank's service standards and regulations, maintaining compliance with industry guidelines. Collaborated with team members to share best practices and improve overall customer service efficiency. Maintained accurate and up-to-date customer records, ensuring smooth communication and seamless interactions with clients.
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Federal Polytechnic Nekede, Owerri Imo State
Jan 2017 – Oct 2018
Higher National Diploma, Office Technology Management