Chioma Jennifer Obikili

Led onboarding and continuous training programs for new hires, integrating feedback and performance data to enhance content relevance and delivery. Collected, analyzed, and reported on training performance metrics using Excel—identifying trends in quiz results, attendance, and on-the-job evaluations to inform strategy. Developed and maintained monthly business and training reports, contributing insights to management for decision-making and process optimization. Supported floor teams by resolving escalated customer issues and monitoring quality scores, leading to measurable improvements in customer satisfaction. Collaborated with operations and quality assurance teams to assess training gaps and recommend data-informed coaching interventions. Skills & Tools: Excel • Data Analysis • Reporting • Training Evaluation • Quality Monitoring • Problem-Solving • Communication • Process Optimization

Delivered prompt and professional support to subscribers via the email platform, effectively resolving inquiries, service issues, and complaints. Advised customers on self-service options and guided them through issue resolution, improving first-contact resolution rates and customer satisfaction. Logged and tracked customer issues using CRM tools, helping the team identify recurring issues and potential service gaps. Escalated complex issues appropriately while maintaining detailed documentation to support case analysis and reporting. Demonstrated strong communication and active listening skills to de-escalate situations and provide tailored solutions. Skills & Tools: Customer Support • CRM Systems • Communication • Problem-Solving • Attention to Detail • Process Documentation • First-Contact Resolution

Handled high volumes of inbound customer calls with professionalism and empathy, applying strong telephone etiquette, listening skills, and effective complaint resolution techniques. Resolved inquiries across telecom products and services, consistently meeting and exceeding performance benchmarks in quality, accuracy, and resolution time. Maintained detailed and accurate records of customer interactions using CRM tools, supporting internal reporting and trend monitoring. Actively contributed to customer satisfaction goals by providing clear, solution-oriented communication and escalating complex cases appropriately. Recognized for dependability, voice quality, and consistently delivering a positive customer experience. Skills & Tools: Call Center Support • CRM Software • Active Listening • Complaint Handling • Quality Assurance • Communication • Data Entry & Tracking