Контактна інформація

Шукач вказав телефон , ел. пошту та LinkedIn.

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/9651829/

Досвід роботи

Customer service manager

з 03.2023 по 12.2024 (1 рік 9 місяців)
Brighterly, Дистанційно (Освіта, наука)

1. Provided real-time assistance to parents regarding class schedules, lesson scheduling, coordinating between parents and tutors, tutor availability, and learning progress, ensuring 95%+ customer satisfaction, minimal class disruptions thereby reducing scheduling conflicts by 30% through timely responses and resolutions.

2. Conducted regular follow-ups with parents to assess student progress, address concerns, and suggest personalized learning paths, contributing to a 20% increase in student retention.

3. Achieved key performance indicators (KPIs) and service level agreements (SLAs), such as call handling time, first call resolution, rate, customer satisfaction score, and adherence to schedule.

4. Managed the full sales cycle from initial inquiry to final enrollment, securing long-term commitments by emphasizing success stories, flexible plans, and exclusive offers, successfully closed deals with a high conversion rate, contributing to a 25% revenue boost.

5.Proactively engaged with parents through calls, emails, and live chats, delivering compelling pitches on the benefits of personalized tutoring, effectively addressed objections and tailored solutions to individual learning needs, leading to a 30% increase in student enrollments.

6. Implemented follow-up strategies and personalized progress reports to keep parents engaged, increasing student retention rates by 30% over a year.

Customer Service Representative

з 02.2021 по 12.2022 (1 рік 10 місяців)
I & H Design Studio, Дистанційно (Дизайн)

1. Provided personalized design consultations to clients, guiding them through product selection, customization options, and order placement.

2. Managed ongoing customer interactions via email, phone, and live chat, ensuring prompt responses to inquiries, order updates, and service requests, maintaining a 90%+ response rate within SLA time frames.

3. Utilized and implemented workflow improvements, reducing response times and enhancing the overall customer experience.

4. • Managed end-to-end order processing, ensuring seamless coordination between customers and production teams while ensuring quality service and customer satisfaction.

5. Converted inbound inquiries into sales by providing expert guidance on furniture design, materials, and customization options, leading to 30% increase in order value and client retention.

6. Implemented a consultative sales approach to understand customer preferences, suggest premium upgrades, and recommend complementary pieces, contributing to higher average order values and repeat purchases.

7. Managed invoicing, payment processing, and account reconciliations, ensuring accurate billing and timely follow-ups for outstanding payments to maintain smooth financial operations and up-to-date customer information.

Customer service representative

з 01.2018 по 12.2020 (2 роки 11 місяців)
Davayte, Дистанційно (Маркетинг, реклама, PR)

1. Documented customer interactions, inquiries, and resolutions accurately in the company's CRM system or ticketing software to maintain thorough and organized records.

2. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving
concerns.

3. Provided tailored recommendations based on customer preference, needs and budget, enhancing the overall customer experience and fostering long-term customer loyalty.

4. Conducted follow-up communications with customers to ensure satisfaction, gathering feedback and addressing any remaining concerns or questions, resulting in a 90% customer satisfaction rate post-interaction.

5. Worked closely with team members in gathering and documenting customer expectations and requirements that ensured successful deployments.

6. Managed customer inquiries or requests across various communication channels, such as phone calls, emails, live chat, or social media platforms, as required by the company.

Освіта

Enugu State University

BSc, Mass communication, All Ukraine
Вища, з 2013 по 2017 (4 роки)

My degree in Mass Communication has equipped me with a comprehensive understanding of media, communication theory, journalism, and public relations. This knowledge fosters effective communication, active listening, and empathy—essential skills for a successful Customer Service Representative. Additionally, the ability to analyze media trends and consumer behavior aids in tailoring responses to customer needs. Courtesy of my degree I am a professional at handling various communication channels, such as phone, email, CRM and live chat, ensuring a positive customer experience and building lasting customer relationships.

Знання і навички

• Diligence
• Management of CRM
• Knowledge of sales techniques
• B2B Sales
• B2C Sales
• Email Marketing
• Project management
• Business communication
• Accounting management
• HubSpot
• Zendesk
• MS Office
• Google Meet
• Google Docs
• Google Sheets
• Sales development
• Робота із запереченнями

Знання мов

Англійська — вільно

Додаткова інформація

I am interested and available to work. Feel free to reach me https://t.me/cynthiaaninwezi. I look forward to working for you.