Musa

INNOCENT OBIORA
Current Location: Nigeria | Phone: [open contact info](look above in the "contact info" section) | Email: [open contact info](look above in the "contact info" section)

PROFESSIONAL SUMMARY
Dedicated and customer-focused Customer Service Representative with [X] years of experience providing exceptional service in fast-paced environments. Adept at handling customer inquiries, resolving complaints efficiently, and maintaining a high level of client satisfaction. Proven ability to manage high call volumes, multitask effectively, and provide tailored solutions to meet customer needs. Strong communication and problem-solving skills with the ability to work collaboratively with cross-functional teams to enhance customer experiences. Skilled in using CRM systems to track interactions, analyze customer trends, and improve service delivery. Passionate about fostering long-term customer relationships and driving brand loyalty through outstanding support and proactive problem resolution.

WORK EXPERIENCE
Customer Service Representative
Unilever, US | July 2022 – Present
• Respond to customer inquiries via phone, email, and live chat, ensuring prompt and professional assistance.
• Resolve customer complaints by identifying problems, providing solutions, and following up to ensure satisfaction.
• Maintain accurate customer records in the CRM system, ensuring seamless communication across departments.
• Assist in processing orders, handling returns, and managing account-related concerns.
• Provide product and service information to customers, improving their overall experience.
• Collaborate with internal teams to address service issues and improve operational processes.
• Analyze customer feedback and recommend process improvements to enhance service efficiency.
• Support marketing initiatives by educating customers on new products and promotions

Customer Support Specialist
Green Africa, South Africa | Sept 2021 – June 2022
• Handled a high volume of customer interactions daily, maintaining professionalism and efficiency.
• Assisted in training new hires, sharing best practices for handling customer concerns.
• Conducted follow-ups to ensure customer satisfaction and identify areas for service improvement.
• Suggested process improvements that led to a [X]% increase in customer retention.
• Managed customer escalations, ensuring timely resolution and positive outcomes.
• Provided technical assistance to customers navigating online platforms and troubleshooting basic issues.
• Developed FAQ documents and support scripts to streamline customer interactions and improve response times.

EDUCATION
Bachelor in Computer Science, Federal University of Oye Ekiti, Nigeria | 2021

TECHNICAL SKILLS
✔ Customer Service & Support
✔ Conflict Resolution & Problem-Solving
✔ CRM Software (Salesforce, Zendesk, HubSpot, etc.)
✔ Multitasking & Time Management
✔ Verbal & Written Communication
✔ Order Processing & Billing
✔ Live Chat & Email Support
✔ Microsoft Office Suite & Google Workspace
✔ Customer Retention Strategies
✔ Data Entry & Documentation

CERTIFICATIONS
Certified Call Center Professional – 2020
Conflict Resolution & De-Escalation Training – 2021

ADDITIONAL INFORMATION
Availability: Open to 100% remote
Interests: Customer experience improvement, sales support, team collaboration, technology-driven service solutions.