Winifred Akpobaro

WINIFRED AKPOBARO Location: Lagos, Nigeria LinkedIn: linkedin.com/in/akpobaro-winifred Telephone: - Email:- Professional profile Dedicated and tactful Customer Service Representative with experience in delivering excellent customer support. Dedicated to building productive relationships resolve complex issues and win customer loyalty. Work Experience Customer Service Agent, Zuena (2019 – Present) Key responsibilities  Communicate directly with customers to ensure pleasant shopping experience, productive and memorable and mediate any situations that may have escalated.  Resolve an average of 300 inquiries in any given week and consistently meet performance benchmarks in all areas with little oversight  Calm angry customers, repair trust, locate resources for problem resolution and design best-option solutions.  Monitor social media community chat platforms to provide support for questions on each managed account according to guidelines  Work with Slack, Time Doctor, Zoom, Skype, Google Drive, Zapier Customer Service Agent, Otas Ota (2018) Key responsibilities  Responded to almost 2,000 customer requests for services and company information. Became the lead “go-to” person for new reps and particularly challenging calls as one of the company's trainers of both new employees within 3 months.  Offered assistance to customers, paying special attention to needs or wants, saving about 10% in problem resolution time  Entered customer interaction details into provided customer management tools to track requests, problems and record solutions provided.  Documenting customer feedback and improvements to management which led to 5% increase in sales  Resolved client issues (customer complaints) by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.  Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations. Page 1 AKPOBARO WINIFRED Education & Certifications  Covenant University – -) BSc. Mass Communication  NIGERIAN Institute of Public Relations (NIPR)– (January 2019) Student Member  The Advertising Practitioners Council of Nigeria (APCON)- ( Student Member  Skills                Interpersonal Communication Skills Service oriented Excellent written and verbal communication Customer relationship skills Excellent English Problem solving skills Effective listening Highly Organized Attentive to details Technical skills Team Collaboration Ability to work in a Startup Environment Writing skills Customer management tools Ability to work with video call software such as Skype, Zoom Page 2