Janet Sylvester, Ccsp (Waacsp, Ism) Email & Phone Number

Lagos Island, Lagos State, Nigeria

Lagos State, Nigeria

• Implemented online customer service tools and consistently updated practices, resulting in a 15% increase in overall customer satisfaction.• Proficiently responded to inbound phone calls using a designated script, demonstrating active listening skills, and extensive product knowledge, which helped in reducing first response time by 21%.• Demonstrated professionalism in drafting responses to emails, live chat, and social media interactions, effectively providing customers with product and service information in a timely manner.• Elicited and documented relevant data to handle complaints and inquiries, maintaining meticulous records in the customer relationship management (CRM) software.• Mastered company products and services, enabling quick and efficient responses to customer inquiries, contributing to a 15% increase in upsell rates.• Collaborated with a team to actively organize voluntary corporate training classes to deepen understanding of caller concerns and successfully shortened call response times by 10%.• Maintained a prompt resolution of customer queries within the Service Level Agreements (SLA) and escalated unresolved issues to internal second-level support as needed.

Lagos, Nigeria

• Recorded and revised customer records meticulously, ensuring accurate and up-to-date information on the database systems based on interactions.• Rectified customers' complaints by passing on their complaints to the upper management, and addressing product or service issues promptly and effectively.• Actively sought customer feedback and suggestions that identified areas for improvement in products, services, or customer support processes, communicating feedback to the relevant teams for implementation.• Adhered to company policies, procedures, and guidelines, including data protection and confidentiality regulations, and ensured 100% compliance with relevant industry standards and regulations• Painstakingly performed data entry on customer names, addresses, and phone numbers into customer relationship management software.• Cultivated effective communication with clients and customers daily via telephone and email, collecting detailed information and achieving a 10% increase in customer retention.• Implemented efficient complaint management processes and procedures and ensured proper tracking, investigation, and resolution of customer complaints, improving client satisfaction by 23%.• Recognised opportunities and led initiatives to streamline processes for customers and relevant stakeholders in the organisation.