Victor Chukwuka

Core Customer Service Duties 1. Responding to Inquiries: Handle customer questions via chat, email, or phone promptly and professionally. 2. Issue Resolution: Troubleshoot and resolve customer complaints to ensure satisfaction. 3. Product/Service Guidance: Provide accurate information about products, services, and policies. 4. Order Management: Process orders, returns, and refunds accurately and efficiently. 5. Account Assistance: Help customers with account setup, updates, and troubleshooting login issues. 6. Responding to Inquiries: Handle customer questions via chat, email, or phone promptly and professionally. 7. Product/Service Guidance: Provide accurate information about products, services, and policies. 8. CRM Management: Utilize platforms like Zendesk, Freshdesk, or HubSpot to log and track tickets. 9. Performance Reporting: Prepare reports on customer service KPIs like response time and CSAT. 10. Problem-Solving: Offer creative and timely solutions to meet customer needs.

Key Duties * Responded to an average of 80–100 inbound and outbound calls daily, resolving client inquiries and concerns with a 98% customer satisfaction rate, as measured by post-call surveys. * Utilized Slack for daily internal communication and seamless collaboration with team members and supervisors. * Conducted virtual meetings and team syncs via Zoom, facilitating knowledge sharing, case escalation reviews, and updates on health policies. * Used Google Workspace (Docs, Sheets, Gmail, Drive) for managing daily reports, logging client interactions, documenting resolutions, and streamlining workflow documentation. * Handled sensitive member information with adherence to HIPAA-compliant communication standards. * Managed and updated member records on internal CRM system (Medicloud), contributing to 100% accuracy in data entry and client profiles.

* Managed the CEO’s inbox using Gmail, ensuring timely responses and proper prioritization of high-impact messages across both email and internal channels. * Coordinated and streamlined the CEO’s calendar using Google Calendar, minimizing scheduling conflicts and ensuring optimal use of time for meetings, briefings, and travel. * Arranged comprehensive travel itineraries—including flights, accommodation, and local transport—using platforms like Expedia, Google Flights, and Uber Business, for both international and domestic trips. * Negotiated pricing and terms with vendors using email, Zoom, and Google Sheets to track comparisons and secure fair deals on business and personal purchases. * Ensured accurate and transparent accounting of all procurement transactions using Google Sheets for budget tracking and Google Drive for recordkeeping and shared documentation.

- Increased regional sales volume by 27% within the first year by optimizing sales routes and expanding into new retail accounts. - Secured product placement in over 100 retail outlets, including supermarkets, convenience stores, and independent shops. - Consistently surpassed monthly sales targets by an average of 15–20%, earning recognition as a top performer. - Grew the customer base by 30% by identifying untapped markets and building relationships with new stockists. - Executed in-store promotions and merchandising strategies that led to an average 18% increase in product turnover during campaign periods. - Collaborated closely with logistics to reduce delivery delays and order errors by 40%, improving customer satisfaction. - Provided actionable market feedback to management, influencing regional marketing and pricing strategies. - Consistently sustained a 95% client retention rate by providing exceptional service and demonstrating in-depth product expertise - Recognized by management for high performance and contribution to brand growth in a competitive market.