Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.
Hi, I’m
Winnifred Ekwere
Birmingham,West Midlands
Summary
Overview
11
years of professional experience
Work History
Diverse Services, London
Customer Support representative/support worker
03.2024 - Current
Job overview
- Adhered strictly to policies and procedures for continued company compliance.
- Applied conflict management to stressed and concerned customers.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Obtained feedback from customers to improve service experience.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
Elior, Birmingham
Hospitality Staff
09.2023 - 03.2024
Job overview
- Practiced healthy and safety measures to comply with regulations.
- Maintained excellent level of service in busy and demanding restaurant environment.
- Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
- Warmly greeted guests upon arrival to create welcoming atmosphere.
- Processed cash and card payments promptly, minimising customer waiting times and enabling swift table turnarounds.
- Attended to customer's needs proactively for first-class waiting service.
- Collaborated with team of 30 to provide faultless service.
Ipsos, London
Market Research Interviewer (Part time/Remote)
11.2023 - 02.2024
Job overview
- Helped interviewees understand survey questions while remaining impartial.
- Applied different interview techniques to extract as much detail and data as possible.
- Followed scripts, questionnaires and survey templates to ask specific questions.
- Explained interview purposes as appropriate to help get people onboard.
- Entered participant responses onto database using computer-assisted interviewing system.
- Collated and organised responses for expert analysis.
Aircom Nigeria Limited, Lagos
Customer Support Specialist
02.2020 - 04.2023
Job overview
- Processed inbound customer calls, providing information on service or product upgrades
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Maintained excellent client satisfaction by providing in-depth support.
- Built customer rapport by providing friendly, genuine service, increasing customer retention by 20%.
- Set appointments with field teams to carry out service changes or deliver new products.
- Maintained compliant documentation on SAGE for reliable company records.
- Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
- Boosted monthly sales revenue by skilfully promoting diverse product and service options.
Wema Bank PlcWema Bank Plc, Lagos, Nigeria
Customer Support Representative
06.2013 - 01.2014
Job overview
- Successfully conducted customer satisfaction surveys.
- Successfully carried out mystery calls on bank's branches as part of quality assurance requirement.
- Effectively resolved customer's issues using Finacle and CRM (Customer Relationship Management) tools.
- Documented all enquiries within contact center's management system, followed appropriate guidelines for utilization of new contact center software, and assigned cases to various departments accordingly.
- Ensured proper and accurate records, files, database are set up and maintained.
- Set appointments with field teams to carry out service changes or deliver new products.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
Education
Ulster University Birmingham
Master of Science from Msc., International Business With Data Analytics
09.2024
University Overview
University of Lagos Lagos, Nigeria
Conflict Management from MCM Conflict Management
09.2019
University Overview
Institute of Customer Relationship Management Lagos, Nigeria
Diploma in Customer Relationship Management from Customer Relationship Management
01.2012
University Overview
IT ONLINE LTD Birmingham, United Kingdom
Prince 2 Foundation & Prince2 Practitioner
11.2024
University Overview
IT ONLINE LTD Birmingham, United Kingdom
Change Management Foundation
University Overview
IT ONLINE LTD Birmingham, United Kingdom
Agile PM
11.2024
University Overview
IT ONLINE LTD Birmingham, United Kingdom
Scrum Master
11.2024
University Overview
Skills
- Excellent Customer Service
- Cash Handling
- Computer Proficiency (Microsoft Office, Google workspace, Zoom, Microsoft teams)
- Strong Interpersonal Communication
- Problem Solving
- Time Management
- Organisation
- Contact center and phone etiquette
- Team Collaboration
- Conflict Resolution
- Project Management
Custom
Custom
Available upon requestTimeline
Customer Support representative/support worker
Diverse Services
03.2024 - Current
Market Research Interviewer (Part time/Remote)
Ipsos
11.2023 - 02.2024
Hospitality Staff
Elior
09.2023 - 03.2024
Customer Support Specialist
Aircom Nigeria Limited
02.2020 - 04.2023
Customer Support Representative
Wema Bank PlcWema Bank Plc
06.2013 - 01.2014
Ulster University
Master of Science from Msc., International Business With Data Analytics
University of Lagos
Conflict Management from MCM Conflict Management
Institute of Customer Relationship Management
Diploma in Customer Relationship Management from Customer Relationship Management
IT ONLINE LTD
Prince 2 Foundation & Prince2 Practitioner
IT ONLINE LTD
Change Management Foundation
IT ONLINE LTD
Agile PM
IT ONLINE LTD
Scrum Master
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