Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant

Udemeobong Essien

Norwich,NFK

Summary

Customer service professional with proven expertise in building strong client relationships through empathetic communication and active listening. Demonstrated success in problem-solving and digital platform guidance, consistently delivering exceptional customer experiences while adapting to evolving service environments. Strong track record of handling sensitive conversations with professionalism and finding innovative solutions to complex customer challenges.

Overview

3
3
years of professional experience

Work History

Administrative Assistant

Siskin Dental Centre
Norwich
06.2024 - Current
  • Company Overview: Specializes in offering dental services on a referral basis to people with special needs
  • Managed customer inquiries and complaints through face-to-face and telephone interactions, providing timely and effective resolutions, resulting in a 70% increase in customer satisfaction
  • Handled a high volume of calls daily, ensuring prompt and courteous service to all customers
  • Successfully resolved 95% of customer queries on the first call, reducing follow-up inquiries and enhancing overall efficiency
  • Promoted high customer satisfaction by addressing problems with knowledgeable and friendly service
  • Assisted in processing service requests and account maintenance, ensuring accuracy and efficiency, leading to a 50% decrease in transaction errors
  • Collaborated with team members to troubleshoot challenges and improve overall customer service delivery
  • Specializes in offering dental services on a referral basis to people with special needs

Paralegal

Leighday
London
06.2022 - 03.2023
  • Conducted compassionate and detailed client interviews for over 15,000 clients, demonstrating exceptional active listening and empathy
  • Developed and implemented comprehensive client care protocols, improving client satisfaction ratings by 80%
  • Conducted detailed financial consultations with the bank to explain settlement terms and compensation mechanisms
  • Mentored colleagues on effective client communication techniques, contributing to team development and improved service delivery
  • Answered incoming calls and emails, provided regular case updates, and offered emotional support to clients experiencing environmental distress
  • Resolved client concerns and questions promptly, ensuring high levels of trust and client retention
  • Provided general administrative support, including filing documents and scheduling appointments

Customer Service Representative

Legal Emperors
Akwa Ibom
08.2021 - 05.2022
  • Assisted customers with inquiries regarding government services and programs, providing accurate and helpful information
  • Documented customer interactions and feedback in the CRM system to ensure follow-up and continuous improvement, increasing efficiency by 60%
  • Managed customer complaints and issues, ensuring timely and effective resolution to maintain customer satisfaction
  • Collaborated with colleagues to improve service delivery and customer experience

Education

LL.M - Informational Technology: Intellectual Property Law

University of East Anglia
United Kingdom
01-2024

LL.B - Law

University of Uyo
Uyo, Akwa Ibom State, Nigeria
01-2015

Skills

  • CRM Software
  • Help Desk Software
  • Live Chat Support
  • Email Support
  • Social Media Platforms
  • Problem solving
  • Knowledge Base and FAQ Management
  • Multichannel Support
  • Analytics and Reporting
  • Customer Feedback Tools

Timeline

Administrative Assistant

Siskin Dental Centre
06.2024 - Current

Paralegal

Leighday
06.2022 - 03.2023

Customer Service Representative

Legal Emperors
08.2021 - 05.2022

LL.M - Informational Technology: Intellectual Property Law

University of East Anglia

LL.B - Law

University of Uyo

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Udemeobong Essien