Michael Ekesiobi
Summary
I have 9 years of Managerial experience in providing first class customer care and engagement within the retail, Agricultural retail, and service industry. Patient and highly knowledgeable about products and services with a determination to solve complaints at the first point of contact. I am also Dedicated to delivering positive customer experiences through professional and personalized complaints handling. I am a Focused customer relations professional skilled in lead generation, customer relationship development . Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
8
8
years of professional experience
Work History
Customer Success Advocate
Secret sales
11.2022 - Current
- Handled over 100 queries per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling delivery services.
- Facilitated orders and completed accurate to meet aggressive deadlines.
- Applied creative problem solving to seller inquiries with support of partners, resources and leadership.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Identified, documented and took ownership of customers' issues and saw problems through to resolution.
- Identified prospects and cross-sold products to customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Effectively communicated with customers about account changes, new products or services and potential upgrades.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved accounting, service and delivery concerns.
- Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
CUSTOMER SERVICE REPRESENTATIVE
TESCO
- Current
- Serving 250 plus customers everyday at checkout to ensure easy seamless experience
- Performed highest quality customer service to customers
- Following company’s policies and guidelines and adhering to health and safety guidelines
- Championing sustainability and environmentally friendly practices.
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services and company information
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales
- Reached out to customers after completed sales to suggest additional service or product purchases
CUSTOMER EXPERIENCE MANAGER
EUROBASE CONSULTS LIMITED
05.2015 - 03.2022
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Developed new employees and on-going performance assessment of current employees.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Drove team and company profits by developing and strengthening relationships with industry partners and potential clients.
- Identified opportunities for growth within Lagos territory and collaborated with sales teams to reach sales goal.
- Capitalized on customer up-sell opportunities resulting in 20% increased revenues.
- Surpassed growth targets and revenue projections by coordinating and planning product sales initiatives.
- Resolved all vendor and account problems efficiently while exceeding sales quotas by 20%.
CUSTOMER CARE INTERN/ ADMINISTRATIVE ASSISTANT
EUROBASE CONSULTS LIMITED
01.2014 - 02.2015
- Educated customers on products and provided customized solutions for increased sales
- Drove growth by focusing on customer service and teamwork
- Maintained successful rapport with top level customers, managers and employees by arranging continuing contacts; researching and developing new services and methods
- Cut operating budget 20% by implementing cost-saving initiatives
- Responded to customer needs through competent customer service and prompt problem-solving.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Resolved concerns with products or services to help with retention and drive sales.
- Logged call information and solutions provided into internal database.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Achieved long-term business objectives by analyzing customer feedback for process improvements.
- Wrote and proofed orders to reflect proper pricing and discounts.
- Coordinated logistics and verified equipment shipment pricing and availability.
Education
Master of Science - Management
University of Lincoln
Lincoln, Lincolnshire, United Kingdom11.2022
Bachelor of Arts - PHILOSOPHY
Nnamdi Azikiwe University
Nigeria07.2013
Skills
- Experience in using Fresh Desk
- Experience in using Mirakl
- Experience in using Magento e-commerce
- Billing Adjustments and Refunds
- Order and Refund Processing
- Issue and Complaint Resolution
- Customer Account Management
- Stress Management: Kept team composed and efficient during peak customer shipments and returns, maintaining 100% customer satisfaction rate according to company surveys
- Settling disputes: At FPOC, managed most difficult clients and successfully handled most concerns
- Time Management: All time-based objectives for call waiting and complaint resolution were exceeded
HIGHLIGHTS
- Due to consistently good resolution rates (>85%), received more CQR requests than majority of peers
- Reduced monthly personal refund rate by 15-23% by successfully offering clients alternate options
- Retained account worth 100 million naira yearly
- Achieved highest level of customer care service in history of Eurobase Consults
- Consistently exceeded minimum caller satisfaction rate with monthly averages of 47-49 (out of 5)
Timeline
Customer Success Advocate
Secret sales
11.2022 - Current
CUSTOMER EXPERIENCE MANAGER
EUROBASE CONSULTS LIMITED
05.2015 - 03.2022
CUSTOMER CARE INTERN/ ADMINISTRATIVE ASSISTANT
EUROBASE CONSULTS LIMITED
01.2014 - 02.2015
CUSTOMER SERVICE REPRESENTATIVE
TESCO
- Current
Master of Science - Management
University of Lincoln
Bachelor of Arts - PHILOSOPHY
Nnamdi Azikiwe University
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