Nkechi Echeta Email & Phone Number

Hamilton, Ontario, Canada

Offered timely and efficient technical assistance to end-users through various channels includingphone, email, and chat.Identified and resolved hardware and software issues encompassing VOIP, IOS, Android,Internet, and cable TV.Guided users through troubleshooting procedures, ensuring successful issue resolution.Managed support tickets, meticulously documenting interactions and provided solutions.Prioritized and escalated tickets based on their severity and complexity, ensuring swift resolution.Conducted thorough troubleshooting on desktops, laptops, and assorted devices.Collaborated closely with team members to tackle intricate technical challenges.Leveraged remote desktop tools to deliver responsive technical support.Maintained comprehensive documentation on support procedures, known issues, andresolutions.Contributed to the establishment of a knowledge base addressing common technical issues.Communicated technical concepts to non-technical users in a clear and understandablemanner.Utilized multiple applications concurrently to verify customer information and diagnose issuesaccurately.Consistently met monthly targets for five consecutive months, earning financial incentives.Achieved KPI performance goals, maintaining 100% call time, data entry accuracy, quality,de-escalation, and customer satisfaction.Accurately managed and updated over 6000 customer records for feedback purposes.Engaged in daily collaboration with a team of 20 colleagues

Abuja, Federal Capital Territory, Nigeria

Hired, trained, and supervised 12 staff and over 20 volunteers, ensuring a cohesive and efficientteam to deliver exceptional customer service.Participated in regular meetings with supervisors to discuss challenges faced during dailyoperations, identifying opportunities for growth and development, leading to a 20% increase inteam efficiency over six months.Conducted thorough research to provide detailed solutions to complex customer inquiries,handling an average of 50 inquiries per day with a 98% satisfaction rate.Answered calls daily, managing an average of 30 calls per day with a high level ofprofessionalism and effectiveness.Utilized CRM systems proficiently for tracking customer interactions and recording relevantinformation accurately for future reference, maintaining an organized database of over 1000customer interactions monthly.Developed strong rapport with customers, fostering loyalty and repeat business throughpersonalized service, resulting in a 30% increase in customer retention.Collaborated daily with a team of 35 staff members, ensuring smooth coordination andteamwork to deliver seamless customer experiences.

Jos, Plateau State, Nigeria

Launched successful advertising campaigns that attracted new clients and expanded marketreach, resulting in a 30% increase in new client acquisition.Cultivated long-lasting partnerships with key vendors and suppliers, negotiating favorable termsthat benefited all parties involved, leading to a 15% reduction in procurement costs and a 20%increase in vendor satisfaction.Presented creative concepts to stakeholders, securing buy-in for project implementation andresource allocation, resulting in a 20% improvement in project approval efficiency.Enhanced client relationships with effective communication and collaboration on creativebriefs, leading to a 25% increase in client satisfaction scores and a 10% decrease in projectturnaround time.Mentored and trained junior designers to help enhance skills and capabilities.Directed and supervised team of designers to create award-winning visual media campaigns.

Jos, Plateau State, Nigeria

Managed over 300 students daily.Developed rapport with customers through active listening skills, leading to higher retention ratesand positive feedback from clients.Implemented feedback loops that encouraged continuous improvement among teammembers by sharing insights about exceptional service delivery techniques.Collaborated with team members to develop best practices for consistent customer servicedelivery.Enhanced customer satisfaction by promptly addressing concerns and providing accurateinformation.Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.Maintained detailed records of customer interactions, ensuring proper follow-up and resolutionof issues.

Master'S Degree, Application Development And Delivery

Early Childhood Education And Teaching