CYNTHIA IWUEKE
Customer Service Agent
Porto,
Summary
As a customer Service Representative i have top-notch skills in oral and written communication, active listening and analytical problem-solving skills. I can enhance customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Customer Service Representative
Jojowigs
Remote
10.2021 - 01.2023
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Responded to over 20 customer calls and emails to answer questions about products and services.
Social Media Manager
H.O.C
Remote
07.2020 - 04.2022
- Developed marketing content such as blogs, promotional materials, and advertisements for social media.
- Designed and implemented social media strategies to align 100% with business goals.
- Improved page content, keyword relevancy, and branding to achieve search engine optimization goals.
- Engaged relevant influencers to build brand awareness.
Call Center Agent
Adelina
Kharkiv
04.2020 - 07.2021
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Promoted available products and services to customers during service, account management, and order calls.
- Resolved over 15 customer issues per shift by researching and exploring answers, implementing solutions, and escalating unresolved problems to upper management.
Education
Bsc - Business Administration And Management
Kharkiv National Economics University
Ukraine 10.2018 - 07.2022
Skills
Outstanding communication and interpersonal skills
undefinedAccomplishments
- Received 95% positive customer survey reports at Adelina
- Used Microsoft Excel to develop inventory tracking spreadsheets
- Customer retention for my regulars was 20% above company average
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Key skills
- Complaint resolution : de-escalated challenging situations and resolved the majority of complaints at Adelina.
- Time management : met and exceeded goals for call waiting and complaint resolution times.
- Written communication : drafted written complaint responses in accordance with the company style guide that met all measures for quality control.
- Active listening : approached every customer with empathy
Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Timeline
Customer Service Representative
Jojowigs
10.2021 - 01.2023
Social Media Manager
H.O.C
07.2020 - 04.2022
Call Center Agent
Adelina
04.2020 - 07.2021
Bsc - Business Administration And Management
Kharkiv National Economics University
10.2018 - 07.2022
Key skills
- Complaint resolution : de-escalated challenging situations and resolved the majority of complaints at Adelina.
- Time management : met and exceeded goals for call waiting and complaint resolution times.
- Written communication : drafted written complaint responses in accordance with the company style guide that met all measures for quality control.
- Active listening : approached every customer with empathy
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