Njikome Nestor Chinomso, Customer support | Virtual Assistant

About

I am a highly experienced and dedicated customer service representative who has been providing exceptional service to customers for over 7 years. With a passion for helping others and a strong commitment to excellence, I have built a reputation for being a reliable and trustworthy resource for customers in need. Throughout my career, I have honed my communication skills to effectively listen to and address customer concerns, resolve complex issues, and provide guidance and support to customers in a timely and professional manner. I am known for my positive attitude, attention to detail, and ability to remain calm and focused under pressure, which makes me an asset to any team. I have a proven track record of delivering outstanding customer service, consistently exceeding customer expectations and ensuring that every interaction leaves a positive impression. I am a collaborative team player who is always willing to go the extra mile to help customers and colleagues alike. An invaluable asset to any organization looking to provide exceptional customer service.

Experience

Rocket Software Plc

Jan 2020 – Mar 2023

Jos, Nigeria

Customer Service Manager

• Maintained a high level of availability to respond to customer inquiries, achieving a 95% first-call resolution rate. • Developed and refined standard operating procedures, improving the efficiency of the customer service department by 30%. • Collaborated closely with cross-functional teams to identify customer pain points and enhance product features, resulting in a 30% decrease in customer complaints. • Acted as a liaison between customers and product development teams, effectively communicating customer feedback and contributing to product enhancements. • Assisted in organizing and participating in customer focus groups, gaining valuable insights that were instrumental in shaping marketing strategies.

Plant Republic

Aug 2017 – Jan 2019

Akwa ibom, Nigeria

Customer Service Representative

• Served as the main point of contact for key customers, maintaining strong relationships and addressing their needs in a timely manner. • Conducted regular check-ins with customers to gather feedback, identify opportunities for improvement, and ensure their continued satisfaction. • Coordinated with cross-functional teams to execute customer requests and meet project deadlines, resulting in a 20% reduction in response time. • Recognized as a top-performing customer service representative, earning "Employee of the Month" twice within a year.

FIRSTNATION AIRWAYS

Jan 2015 – Mar 2017

Lagos, Nigeria

Customer Service Representative

• Provided customer service to airline customers by responding to inquiries and resolving problems regarding reservations, ticketing, check-in, baggage handling, flight changes/cancellations, lost luggage, etc. • Processed passenger transactions at the counter or through a computer system including issuing tickets for flights and checking passengers in for their flights. • Assisted with marketing efforts such as providing information about new products or services offered by the company or participating in special events designed to promote travel on specific routes or within specific markets. • Maintained high level of professionalism at all times; consistently received compliments for exceptional service • Ensured that lost luggage was delivered to the correct destination within 24 hours of its arrival at the airport • Operated computerized ticketing system to process reservations, upgrades and frequent flyer miles

Education

Abia State University

Sep 2008 – Sep 2012

BSc, Animal and Environmental Biology

Njikome Nestor Chinomso

Customer support | Virtual Assistant

Skills

Languages