Charity Uzoamaka Ikeh
United Kingdom
Summary
Accomplished professional with extensive expertise in customer service, client relations, and onboarding. Demonstrates proficiency in performance analysis, decision-making, and upselling & cross-selling within sales environments. Adept at utilising business intelligence software, CRM systems, and ERP systems to enhance operational efficiency. Proven track record in training and development, project management, and crisis management. Skilled in report writing, problem-solving, and compliant resolution with a strong focus on customer experience management. Proficient in Microsoft Dynamic 365, Excel, MS Word, PowerPoint, Jira, Confluence, Basecamp, google workspace, Slack, Notion, MS Teams, Clickup, Trello. Committed to delivering exceptional customer service through effective communication skills and emotional intelligence.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Experience
Royal Mail
Doxford, England
01.2025 - 05.2025
- Handled customer enquiries promptly and professionally, delivering superior customer service experience.
- Managed timely delivery of orders, contributing to an excellent customer service experience.
- Established rapport with clients, enhancing overall customer service experience.
- Provided prompt, courteous service, improving overall customer experience.
- Promoted positive customer experiences by delivering exceptional service.
- Used customer service skills to improve customer experience, boosting online star ratings from 4 to 4.5.
- Handled customer complaints promptly and professionally, improving customer service experience.
- Enhanced customer service experience by addressing and resolving complaints promptly.
- Implemented performance metrics which improved overall customer service experience.
- Responded promptly to client queries, delivered exceptional customer service experience.
- Addressed customer queries promptly, enhancing customer service experience.
Customer Service Experience
Parcelforce Worldwide
Sunderland
10.2024 - 01.2025
- Addressed clients' queries with patience, improving overall customer service experience.
- Responded promptly to inquiries thus improving customer service experience.
- Managed high volume calls for improved customer service experience.
- Collaborated with team members for delivering superior customer service experience.
- Answered phone calls professionally, providing excellent customer service experience.
- Adhered strictly to company policies whilst providing first-rate customer service experience.
- Demonstrated professionalism whilst dealing with clients for better customer service experience.
- Responded promptly to email enquiries, enhancing customer service experience.
- Managed over 50 customer calls per day.
- Tended to enquiries via phone and email promptly, delivering top-notch customer service experience.
Virtual Assistant
Tiege Consult Ltd
London
11.2022 - 09.2024
- Elevated executive productivity by 40% through in-depth calendar management, travel coordination, and proactive email filtering, resulting in increased focus on strategic initiatives.
- Managed high-volume inbox, responding to inquiries within 2-hour SLA, maintaining 98% customer satisfaction rating, and proactively resolving customer issues.
- Managed social media accounts; improved brand visibility.
- Maintained client confidentiality by adhering strictly to data protection laws and company policies.
- Streamlined communication by managing emails and scheduling meetings.
- Managed databases to ensure accurate record keeping.
- Streamlined invoicing and expense tracking processes, ensuring timely payments, accurate financial reporting for multiple clients, and reducing outstanding invoices by 20%.
- Successfully coordinated virtual events and webinars with up to 500 attendees, managing all logistics, securing engaging speakers, and achieving a 95% attendee satisfaction rate.
- Developed and maintained comprehensive databases and filing systems, ensuring easy access to information, improving data integrity, and reducing search time by 50%.
- Created and maintained professional presentations, reports, and marketing materials, adhering to brand guidelines and ensuring clear communication of key messages.
- Provided exceptional customer service by building strong relationships with clients, anticipating their needs, and exceeding their expectations.
- Liaised with clients, enhancing customer service standards.
Customer Service Representative
Peace & Unity Integrated Services
Lagos
09.2022 - 08.2024
- Answering and resolving customer inquiries across email, chat, and telephone channels with an 85% first contact resolution rate, demonstrating empathy and understanding of customer needs.
- Guiding customers through retail support, product selection, order placement, and account management, resulting in a 10% increase in repeat purchases.
- Empowering customers with self-service resources and proactive troubleshooting guides, aiming for a 20% reduction in support ticket volume.
- Analysing customer feedback and KPIs to drive product enhancements and service refinements, resulting in a 5% improvement in overall customer satisfaction.
- Improved customer satisfaction by effectively handling complaints and inquiries.
Customer Service Executive
Access Bank Plc
Delta
04.2019 - 08.2022
- Examined complex customer journeys to identify pain points and opportunities for improvement, resulting in a 10% increase in customer satisfaction.
- Evaluated and optimised customer journey effectiveness using data-driven insights, contributing to a 25% increase in the firm’s mobile app engagement.
- Led cross-functional initiatives to improve customer journeys, achieving a 95% success rate in meeting project milestones.
- Developed and implemented customer engagement strategies with a focus on mobile-first solutions and personalisation, resulting in a 15% increase in customer retention.
- Conducted in-depth research to inform decision-making and proactively identify areas for improvement.
- Reduced customer support inquiries by 20% through proactive education and successful implementation of new systems.
Multiple Customer Service Roles (Executive, Rep, & Office)
Diamond Bank Plc
Onitsha
08.2009 - 04.2019
- Identified growth opportunities, leading to business expansion which Increased sales by 10%.
- Spearheaded major projects, yield significant improvements in efficiency and productivity .
- Drove innovation within the organisation with creative problem-solving strategies.
- Optimised operational efficiency by implementing strategic business processes.
- Oversaw financial management practices, maintaining fiscal responsibility and boosting profitability .
- Executed global communication strategy, resulting in unified global brand messaging .
- Achieved increased customer satisfaction with focused marketing campaigns.
- Kept accurate company records, upholding compliance with regulations and company policies.
Education
Master of Business Administration - Business Administration
University of Sunderland
Sunderland 10.2022 - 10.2024
Bachelor of Arts - Accounting Education
Imo State University
OwerriSkills
- Customer Service
- Report Writing
- Cultural Competency
- Client Relations & Onboarding
- Performance Analysis
- Decision-making
- Upselling & Cross-selling (Sales)
- Business intelligence software experience
- Training and Development
- Help Desk & Ticketing Systems
- Product/Service Knowledge
- Problem Solving Skills
- CRM Systems
- Data Entry & Typing Skills
- Communication Skills
- ERP Systems
- Multichannel Communication
- Project Management
- Compliant Resolution
- Crisis Management
- Teamwork
- Customer Insight
- Attention to detail
- Emotional Intelligence
- Microsoft Dynamic 365
- Excel
- MS Word
- PowerPoint
- Jira
- Confluence
- Basecamp
- Slack
- MS Teams
- Trello
- Customer Experience Management
- Positive Attitude
- Agile & Waterfall Methodologies
- Customer service experience
- Customer service mindset
- Customer service and communication
Timeline
Customer Service Experience
Royal Mail
01.2025 - 05.2025
Customer Service Experience
Parcelforce Worldwide
10.2024 - 01.2025
Virtual Assistant
Tiege Consult Ltd
11.2022 - 09.2024
Master of Business Administration - Business Administration
University of Sunderland
10.2022 - 10.2024
Customer Service Representative
Peace & Unity Integrated Services
09.2022 - 08.2024
Customer Service Executive
Access Bank Plc
04.2019 - 08.2022
Multiple Customer Service Roles (Executive, Rep, & Office)
Diamond Bank Plc
08.2009 - 04.2019
Bachelor of Arts - Accounting Education
Imo State University
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