Juliana Emelife

*Serve as first point of contact, ensuring quality customer service ,providing coaching and training to ensure high quality customer interaction while also managing strategic relationship with a portfolio of key account customers, cultivating strong partnership, maintaining good customer relationship and delivering excellent customer service. * Analyse customer service metrics and reports to identify areas for improvement and implemented action plans, managed escalated customer complaints and resolved issues effectively, maintaining a high retention rate. *Collaborate with cross-functional teams including product development, marketing, and customer support to ensure customers receive top-tier service. *Assist in the development and implementation of new products and features based on feedback from customers, improving the overall product offering. *Stay current with industry trends and continuously expanding product knowledge and sharing insights with both customers and the internal team. *Worked in a remote capacity, maintaining open and consistent communication with both internal teams and customers via virtual meetings, email, live chats, phone etc.

*Served as the first point of contact, provided support to customers via phone, email and chat, handling an average of 50+ inquiries per day. *Consistently delivered outstanding customer service, through active listening showing empathy and taking ownership. *Resolved customer issues efficiently, achieving a 95% first-call resolution rate. *Assisted in training new hires and provided ongoing support to team members. *Collaborated with the product team to provide customer feedback and suggest product improvements. *Contributed to the creation of a knowledge base, improving self-service options for customers. Managed and resolved customer inquiries through various communication channels, maintaining a high level of quality service and issue resolution. *Successfully identified cross-selling opportunities, promoting a wide range of company’s products to both new and existing customers, tailored to their specific needs /preferences.