Loveth

LOVETH OBICHERE
Customer Service Representative
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Lagos, Nigeria
Career Objective: Dedicated and empathetic customer service professional with 3+ years of
experience. Passionate about delivering exceptional customer service through attentive support and
empathetic problem-solving. Seeking to leverage my expertise and commitment to enhance customer
experiences and drive organizational success in a dynamic customer service support role.

Professional Experience:
Customer Service Representative
Eventsrail Limited Sept 2022- Present

● Effectively manage tickets across various communication channels including voice calls, live chats,
email, and social media platforms

● Managed a high volume of inbound phone calls averaging up to 120 calls daily, along with outbound
calls, handling as many as 100 calls on those days. Additionally, processed a minimum of 80 emails and
chats per shift to ensure timely and comprehensive customer support.

● Troubleshoot by identifying and resolving technical issues our customers encountered while using our
mobile apps like the RegPen app and guiding them through step-by-step solutions. Thereby enhancing
user experience.

● Utilized comprehensive and updated product and service knowledge to provide accurate information
and recommendations to customers, ensuring their needs were effectively addressed and resolved.

● Performed compliance of KYC documentation, ensuring that client’s data is accurate and up to date,
while also maintaining full compliance with company’s protocols.

Customer Service Support
Emporium Communications Limited Jun 2021 – Mar 2022

● Onboarding, training and guiding our customers through the set up and implementation process of our
E-commerce products and services, to ensure they encounter no error or difficulties while using our
services.

● Providing timely, accurate, and courteous responses to inquiries while strictly adhering to standard
operating procedures via phone calls, live chats, and emails.

● Built sustainable customer relationship of trust through open and interactive communication and
providing feedback to customers about the efficiency of our customer service processes in resolving
their queries, ensuring transparency, clarity and enhancing their understanding of the resolution
process.
● Enhanced customer satisfaction and boosted retention rates by identifying and capitalizing on
opportunities for upselling and cross-selling additional products and services.

● Provide insights from customer’s feedback and interactions to help contribute to the improvement of
our products and services.

Key Skills:
˃ MS Office applications; Word, Excel, PowerPoint and Teams.

˃ Proficiency in using CRM software like Hubspot, Zendesk, Microsoft Dynamics 365, Salesforce, Jira,
Intercom, Gmail, LiveChat, Google forms, Slack, Google meet, Discord, Trello, Skype and other
customer support tools.

˃ Efficient technical skill and proven knowledge of troubleshooting SaaS products

˃ Excellent problem-solving skill, analytical skills and attention to detail.

˃ Strong communication and interpersonal skills

˃ Fluency in English. Both written and verbal

˃ Ability to multitask, work independently and collaboratively in a fast-paced environment

˃ Experienced in B2C

˃ Proven ability to de-escalate situations with customers.

Education:
Cybersecurity/ Cloud Security
Cybersafe Foundation Mar 2023 – Sept 2023

B.Sc Entrepreneurship/Business Management
National Open University of Nigeria Jul 2018 - Jan 2023

Certifications:
ISC2 Certified in Cybersecurity Dec 2023

Reference:
Available Upon Request