Aroh

Uko Samuel Emmanuel
Calabar, Nigeria
[open contact info](look above in the "contact info" section)
[open contact info](look above in the "contact info" section)

CUSTOMER SERVICE & E-COMMERCE PROFESSIONAL

A dedicated customer service and e-commerce professional with over 5 years of experience at global brands, including Amazon, Apple, Dell Technologies, and Shopify. Known for a proactive approach to problem-solving, strong analytical skills, and exceptional customer focus. I bring expertise in product category management, CRM, and technical troubleshooting, consistently achieving high customer satisfaction and driving e-commerce growth. Recognized for building positive relationships with customers and colleagues alike, I thrive in collaborative, fast-paced environments.

PROFESSIONAL EXPERIENCE

Shopify — E-commerce Sales Specialist
2023 - 2024

• Spearheaded product category optimization, achieving a 20% increase in monthly sales by refining listings, adjusting pricing strategies, and enhancing product discoverability.
• Analyzed sales data and customer behavior to identify high-growth opportunities, leading to strategic adjustments that boosted conversion rates and customer retention.
• Collaborated with suppliers and internal teams to streamline inventory management and improve order processing, resulting in a 98% on-time delivery rate and enhanced customer satisfaction.

Amazon — Customer Service Representative
2021 - 2023

• Delivered personalized assistance through phone, email, and chat, managing a high volume of customer interactions daily.
• Resolved issues related to orders, payments, and returns with efficiency, contributing to Amazon’s customer satisfaction goals.
• Played a key role in improving response times by adopting optimized workflows and best practices.

Apple — Call Representative
2020 - 2021

• Assisted over 50+ customers daily, expertly handling technical support and troubleshooting inquiries.
• Consistently exceeded targets for customer satisfaction and first-call resolution.
• Achieved 99% accuracy in logging and managing customer data within Apple’s CRM, aiding in seamless follow-ups and analysis.

Dell Technologies — Technical Support Associate
2019 - 2020

• Provided remote troubleshooting for both hardware and software issues, achieving a high first-call resolution rate.
• Collaborated with engineering teams to report product bugs and recommend enhancements, directly contributing to product quality improvements.
• Recognized for outstanding customer feedback and rapid issue resolution, consistently meeting performance benchmarks.

EDUCATION

University of Calabar — Bachelor of Science in Computer Science
2021 - Present (Expected Graduation: [2025)]
Currently completing final year; developed technical and analytical skills through coursework and projects.

Saint Patrick’s College
2014 - 2020
Graduated with distinction; received multiple academic awards and actively participated in tech competitions.

KEY SKILLS & EXPERTISE

• Customer Service Excellence: Proven record of achieving high customer satisfaction rates through active listening, empathy, and problem resolution.
• Technical Proficiency: Skilled in troubleshooting hardware/software issues, with hands-on experience using CRM systems and Microsoft Office tools.
• CRM & Data Management: Adept at managing and maintaining CRM databases to ensure accuracy and streamline customer interactions.
• Communication & Collaboration: Strong communicator with a knack for building rapport with clients, team members, and cross-functional departments.
• Product & Service Knowledge: Deep understanding of product functionality, enabling personalized and informed customer support.
• Online Sales & B2B Support: Experienced in e-commerce sales and B2B customer support, driving sales and fostering client loyalty.