James Unaegbu
Farnb,Ham
Summary
Focused Customer Service Representative skilled in customer relationship development and sales. Providing unsurpassed support to demanding customers with a passion for consistently improving numbers, enhancing knowledge and exceeding expectations.
Overview
17
17
years of professional experience
10
10
years of post-secondary education
Work history
Customer Service Representative
Unans Farms and Stores Ltd
Lagos
09.2019 - 12.2024
- Managed customer inquiries via phone, email, and live chat, ensuring timely resolutions
- Assisted customers with order processing, billing inquiries, and delivery support, minimising complaints by 10%
- Maintained accurate records of customer interactions and feedback using the company CRM software
- Provided product and service information to enhance customer satisfaction and boost sales 15%
- Collaborated with internal teams to streamline customer service processes to ensure prompt service delivery
- Contributed towards achieving store targets whilst ensuring adherence to service standards.
- Assisted customers with varying questions using product knowledge and service expertise.
Customer Support Associate
Jumex Transcontinental Ltd
Lagos
05.2013 - 08.2019
- Delivered front-line customer support, addressing complaints and providing effective solutions
- Processed returns, exchanges, and refunds in compliance with company policies
- Tracked customer queries and ensured prompt follow-ups to enhance service quality
- Took customer orders via in-person, telephone and on-line, and relayed to appropriate team for fulfilment
- Conducted thorough follow-ups on unresolved issues, delivering exceptional after-sales service, improving satisfaction survey by 12%
- Identified potential sales opportunities whilst addressing client needs, subtly contributing to company revenue.
Customer Service Assistant
Standard Chartered Bank Ltd
Lagos
02.2008 - 04.2013
- Provided in-person and telephone support, assisting customers with inquiries and purchases
- Resolved customer complaints with professionalism and efficiency or escalated promptly to relevant team for resolution, reducing turn around time by 20%
- Maintained organised record of customer service requests and tracked to closure
- Upsold bank's products and services to enhance customer experience and drive sales
- Assisted in stock management and release of sensitive stationery /cards (e.g Cheques, drafts, debit and credit cards)
- Offered helpful advice on product selection, leading to increased sales
Education
B.Sc. - Accountancy
University of Nigeria Nsukka
Nigeria 09.1995 - 12.1999
Senior Secondary School Certificate Examination (SSCE) -
Ijeshatedo Grammar School
Lagos, Nigeria 09.1988 - 09.1994
Skills
- Excellent verbal and written communication
- Strong problem-solving and conflict resolution
- Ability to manage high-volume customer interactions
- Proficient in CRM software and MS Office Suite
- Invoice processing
- Time management and multitasking abilities
- Ability to work under pressure and meet targets
- Active listening and empathy towards customers
- Team collaboration and adaptability
- Knowledge of GDPR
- Good telephone manner
- Active listening and empathy towards customers
- Data entry proficiency
- Helpdesk operations
- Numerical and Data analytics skills
Affiliations
- Football
- Tennis
- Reading
- Swimming
Accomplishments
Best customer service support staff in Head Office branch 2011
Customer Service Staff of the Month for October 2022
Trainings
- General Data Protection Regulation (GDPR)
- Customer Service Excellence Certification
- Effective Communication & Conflict Resolution
- CRM Software Training
References
References available upon request.
Timeline
Customer Service Representative
Unans Farms and Stores Ltd
09.2019 - 12.2024
Customer Support Associate
Jumex Transcontinental Ltd
05.2013 - 08.2019
Customer Service Assistant
Standard Chartered Bank Ltd
02.2008 - 04.2013
B.Sc. - Accountancy
University of Nigeria Nsukka
09.1995 - 12.1999
Senior Secondary School Certificate Examination (SSCE) -
Ijeshatedo Grammar School
09.1988 - 09.1994
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