Chioma Vivian Agazie
Tallinn
Summary
Experienced customer service professional skilled in CRM software and data analysis. Consistently exceeded KPIs. Enhancing customer satisfaction and retention. Attention to detail and effective communication foster team collaboration, driving operational excellence in high-volume environments.
Overview
9
9
years of professional experience
Work History
Operations Associate
Swappie
Tallinn
01.2022 - Current
- I work individually and as a team member to meet daily repair goals efficiently.
- Execute iPhone repairs and refurbishments with precision, adhering to company guidelines.
- Monitor repairs, tests, and progress to ensure accuracy, minimizing reworks.
- Focus efforts on achieving and maintaining KPIs for both personal and team's performance and objectives.
Customer Support Specialist
Carlzy Nigeria LTD
Enugu
05.2018 - 10.2021
- Provided timely, courteous and professional support to customers through phone calls, email and live chats.
- Resolved customer inquiries using Zendesk, Nicereply, Loom.
- Built weekly performance reports tracking CSAT, FCR and AHT to support team lead decision making
- Applied internal workflows and escalation rules to resolve cases within defined response and resolution times, ensuring customer needs were met promptly.
- Collaborated with compliance and operations teams to resolve onboarding issues, enhancing customer experience.
- Operated in high-volume support environment, consistently meeting KPIs for response time, resolution rate, and customer satisfaction.
Customer Service Specialist
EDEMM Environmental Services
Anambra
05.2017 - 02.2018
- Handled 25 to 30 customer inquiries daily via email and phone, ensuring timely and effective responses.
- Exceeded the expected targets by maintaining deep knowledge of company services.
- Improved customer retention by identifying recurring issues using Excel and CRM dashboards and reporting them to supervisors for resolution.
- Monitored customer feedback trends and escalations to identify root causes and improve resolution workflows by 22%.
Education
B.A - EDUCATION/ENGLISH
University of Nigeria
Nsukka, Enugu State, Nigeria08-2014
Skills
- Customer support
- Service ticket management
- Issue resolution
- Customer relationship management
- Data analysis
- CRM software
- Attention to detail
- Time management
- Team collaboration
- Effective communication
Hobbies and Interests
- Reading
- Listening to good music
- Meeting people
Languages
English, Igbo Language.
Personal Information
Nationality: Nigerian
Timeline
Operations Associate
Swappie
01.2022 - Current
Customer Support Specialist
Carlzy Nigeria LTD
05.2018 - 10.2021
Customer Service Specialist
EDEMM Environmental Services
05.2017 - 02.2018
B.A - EDUCATION/ENGLISH
University of Nigeria