PRECIOUS COOKEYGAM
Customer Support
York
Summary
Results-driven Customer Support Representative with over two years of experience in providing exceptional service via phone, email, and chat. Proficient in CRM tools such as Salesforce and Zendesk for effective management of customer interactions and prompt issue resolution. A customer-centric approach fosters strong relationships, driving high satisfaction and loyalty. Analysis of feedback and trends contributes to continuous improvement initiatives that enhance service delivery. This role is crucial in reducing churn and increasing customer retention, ultimately supporting the organization's reputation and profitability.
Overview
2
2
Certifications
Work History
Customer Sales Agent
INSURANCE SUPERMARKET (ISI)
1 2022 - 9 2024
- Delivered customer support through phone, email, and chat, achieving a 95% satisfaction rate by addressing inquiries and resolving issues effectively
- Utilized Salesforce CRM to document interactions and track issues, reducing response time by 20%
- Collaborated with cross-functional teams to resolve complex issues, ensuring seamless customer experiences
- Consistently maintained high satisfaction ratings, enhancing the support team's success
- Improved productivity by 15% by implementing advanced CRM tools to streamline workflows
- Created an in-house knowledge base, boosting the sales team’s product expertise
- Recognized for exceptional service and performance within the customer service team
Customer Support Advisor
AMICA
12.2020 - 01.2021
- Managed approximately 30 incoming calls, emails, and faxes per day, providing efficient and effective resolutions to customer inquiries.
- Demonstrated strong product knowledge to address customer concerns with an accuracy rate of 95%.
- Collaborated closely with team members to enhance overall customer support performance, resulting in a 15% increase in team metrics.
- Exceeded performance targets consistently, contributing to a 20% increase in customer satisfaction ratings.
- Developed and implemented strategies with the team to improve service quality, resulting in a 10% reduction in response times.
Education
MSc - Bioinformatics
University of York
Skills
Customer-Centric Approach
Certification
Data Analytics (Boot Camp), Women Techsters
Computer Proficiencies
- Salesforce, CRM management and documentation
- Microsoft Office Suite, Word, Excel, and PowerPoint for documentation, analysis, and presentations
- Tableau, Data visualization and dashboard creation
- Microsoft Visio, Creating flowcharts and diagrams for project management
Timeline
Customer Support Advisor
AMICA
12.2020 - 01.2021
MSc - Bioinformatics
University of York
Customer Sales Agent
INSURANCE SUPERMARKET (ISI)
1 2022 - 9 2024
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