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Talented Customer Support Agent
Juliet Esenam
,
Accra, Ghana
Experience
Other titles
Skills
I'm offering
CUSTOMER SERVICE / SUPPORT REPRESENTATIVE Well-rounded and experienced customer service professional with 6+ years of proficiency in researching, troubleshooting and resolving customer problems utilizing strong problem-solving and communication skills to deliver customer satisfaction. In-depth experience assessing individual needs, up-selling and cross-selling solutions to better both the customer and company. Detail-oriented, multi-tasker, that excels in a high-volume customer service environment. I am seeking a fulltime Customer Support position where I can capitalize on my experience and maximize my potential.
Markets
United Kingdom
Language
English
Good
French
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2013 - 2019
job
Customer Support Agent
Profiforex, Belize City.
Belize
Managed daily communications with clients by Live Chat, Email and Forum discussions. Assisted clients with issues and inquiries in a busy and fast-paced environment. Resolved customer issues by troubleshooting, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Moderated the company's Forum and created educational content on the forum daily.
• Cross-trained over 4 support staff in 2 years.
• Educated clients on product and services information resulting in a 60% increase in new account registrations.
• Achieved customer satisfaction rating of 95% within six months.
• Handled Verification of client Identification.
• Supervised a support team of four team members.
• Recommended potential products or services to management by collecting customer information and analyzing customer needs.
• Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
• Developed and implementing new processes for better operations in the customer support department resulting in efficient and higher employee morale.
• Consistently received positive feedback from clients and created a repeated business by developing long-term relationships with customers.
• Worked closely with the Sales and Marketing team in creating lead-oriented content for forex blogs, forums, and websites which resulted in a 70% rapid increase in client registrations.
• Developed highly empathetic client relationships, earned a reputation for delivering exceptional customer service and achieved customer satisfaction rating of 95% within six months
Managed daily communications with clients by Live Chat, Email and Forum discussions. Assisted clients with issues and inquiries in a busy and fast-paced environment. Resolved customer issues by troubleshooting, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Moderated the company's Forum and created educational content on the forum daily.
• Cross-trained over 4 support staff in 2 years.
• Educated clients on product and services information resulting in a 60% increase in new account registrations.
• Achieved customer satisfaction rating of 95% within six months.
• Handled Verification of client Identification.
• Supervised a support team of four team members.
• Recommended potential products or services to management by collecting customer information and analyzing customer needs.
• Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
• Developed and implementing new processes for better operations in the customer support department resulting in efficient and higher employee morale.
• Consistently received positive feedback from clients and created a repeated business by developing long-term relationships with customers.
• Worked closely with the Sales and Marketing team in creating lead-oriented content for forex blogs, forums, and websites which resulted in a 70% rapid increase in client registrations.
• Developed highly empathetic client relationships, earned a reputation for delivering exceptional customer service and achieved customer satisfaction rating of 95% within six months
Marketing, Websites, Operations, Customer service, Management, Sales, Content, Service, Blogs, Support, Processes, Agent, UP
2012 - 2013
job
Retail Customer Service/Sales Rep
R&J Boutique.
Assisted customers with inquiries, locating and choosing merchandise in any store department in person, via telephone, mail, email, and fax. Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
• Increased sales 80% by offering advice on purchases and promoting additional products.
• Processed orders, receipts and maintained cash flow books.
• Recommended solutions within customer budgets and proactively followed up with all leads.
• Ensured customers were satisfied with every part of the fashion shops from initial greetings through order completion.
• Submitted buying recommendations to management based on customer feedback and sales trends.
• Suggested accessory options to create beautiful head-to-toe outfits.
• Stocked and organized shelves with new inventory.
• Improved operational efficiencies while managing customer's requests, store inventory, transactions, new purchase orders, and pricing needs.
• Increased sales 80% by offering advice on purchases and promoting additional products.
• Processed orders, receipts and maintained cash flow books.
• Recommended solutions within customer budgets and proactively followed up with all leads.
• Ensured customers were satisfied with every part of the fashion shops from initial greetings through order completion.
• Submitted buying recommendations to management based on customer feedback and sales trends.
• Suggested accessory options to create beautiful head-to-toe outfits.
• Stocked and organized shelves with new inventory.
• Improved operational efficiencies while managing customer's requests, store inventory, transactions, new purchase orders, and pricing needs.
Retail, Fashion, Customer service, Management, Sales, Service, UP
My education
University of Ghana
BSc, Monthly sales (Minor in Business)
BSc, Monthly sales (Minor in Business)
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