Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/10510738/

Work experience

Customer support representative

from 10.2021 to now (3 years 10 months)
Ivan travels and tour, Remote (Transportation and logistics)

Responsibilities as a Customer Support Representative at Ivan Travels and Tour:

1. Inquiry Handling: Responded promptly to customer inquiries via various channels, including phone, email, and live chat, providing comprehensive information on travel packages, bookings, and related services.

2. Reservation Management: Assisted customers in making, modifying, or canceling reservations, ensuring accuracy and compliance with company policies.

3. Issue Resolution: Effectively addressed and resolved customer concerns, such as booking discrepancies, payment issues, and travel-related inquiries, ensuring a positive customer experience.

4. Communication: Maintained clear and professional communication with customers, travel partners, and internal teams to facilitate smooth coordination and problem resolution.

5. Product Knowledge: Demonstrated a thorough understanding of Ivan Travels and Tour's offerings, staying updated on travel industry trends and destination information.

6. Upselling and Cross-Selling: Identified opportunities to upsell additional services or cross-sell complementary products, contributing to revenue growth.

Achievements:

1. Customer Satisfaction: Achieved consistently high customer satisfaction ratings through personalized and attentive customer service.

2. Performance Metrics: Exceeded performance targets, including response time, issue resolution, and customer feedback.

3. Process Improvement: Actively participated in process improvement initiatives, providing valuable insights and recommendations to enhance overall customer support efficiency.

4. Team Collaboration: Collaborated with colleagues and other departments to resolve complex issues, contributing to a positive team dynamic and improved customer service workflows.

5. Training and Development: Demonstrated a commitment to ongoing learning, participating in training sessions to enhance product knowledge and customer service skills.

In the role of a Customer Support Representative at Ivan Travels and Tour, I showcased a dedication to delivering exceptional customer service, resolving issues effectively, and contributing to the overall success of the customer support team.

Education

University of Calabar

Microbiology, Other countries
Higher, from 2012 to 2017 (5 years)

Additional education and certificates

English for IT 2 certificate from CISCO

2024, 2 months
Certificate

Knowledge and skills

• MS Word
• Organization of road transport
• Organizational skills
• Conducting online chats
• Management of CRM
• Receiving incoming calls
• Ability to work in multitasking mode
• Adaptability
• Fast typing
• Analytical thinking
• MS Excel
• Data entry
• Grit
• Growth mindset
• Effective communication
• Proactivity
• Canva
• Google Sheets
• Google Docs
• Google Slides
• Search for candidates on LinkedIn
• LinkedIn Sales Navigator

Language proficiencies

English — fluent

References

Victor Oqua Ekpenyong

Victor Oqua Ekpenyong

Sales manager, Ape Premium