HENRY U. AMARAKUO
Dedicated Customer Service Representative
Lagos, NG.About
Highly dedicated Customer Service Representative with over 4 years of experience, adept at delivering exceptional multi-channel support across phone, email, live chat, and CRM platforms. Proven ability to resolve complex customer inquiries, manage escalations, and build strong relationships, consistently achieving high customer satisfaction and retention rates. Combines empathetic communication and problem-solving skills with meticulous case documentation and compliance, thriving in fast-paced, dynamic environments.
Work
POJAC NIG LTD
|Customer Service Representative
Ikeja, Lagos, Nigeria
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Summary
Spearheaded multi-channel customer support operations, resolving complex inquiries and driving high satisfaction through empathetic service and meticulous CRM documentation.
Highlights
Managed high-volume inbound customer inquiries across phone, email, and live chat channels, consistently meeting timely response standards and ensuring efficient service delivery.
Resolved diverse customer concerns and provided accurate, solution-focused solutions, measurably improving first-contact resolution outcomes and enhancing overall service efficiency.
Delivered empathetic and proactive customer service, consistently contributing to positive customer satisfaction ratings and fostering strong client relationships.
Accurately documented all customer interactions, complaints, and resolutions within CRM systems, ensuring data integrity for reporting and continuous service improvement.
Maintained strict compliance with service procedures, company policies, and operational standards, safeguarding service quality and operational integrity.
Priceless Stores and Groceries
|Customer Service Representative
Owerri, Imo, Nigeria
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Summary
Provided comprehensive customer support, efficiently handling inquiries, processing transactions, and escalating complex issues to consistently achieve high satisfaction and response-time targets.
Highlights
Managed customer inquiries and complaints across phone, email, and live chat, delivering clear information on products, policies, billing, and account updates.
Accurately processed a high volume of orders, cancellations, returns, and refunds, maintaining detailed records and ensuring transactional integrity.
Expertly escalated complex customer concerns to appropriate channels, ensuring timely resolution and maintaining professional communication throughout the process.
Consistently exceeded customer satisfaction and response-time performance targets, contributing to enhanced service quality and customer loyalty.
Collaborated effectively with internal teams to streamline information flow and resolve issues efficiently, improving overall operational responsiveness.
PAMO Educational Consultancy
|Customer Service Representative Intern
Abuja, FCT, Nigeria
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Summary
Supported multi-channel customer inquiries and CRM documentation, ensuring issue resolution and contributing to service improvement initiatives under senior guidance.
Highlights
Supported a diverse range of customer inquiries across phone, email, social media, and live chat, ensuring seamless communication and initial problem resolution.
Maintained and updated customer records within CRM systems, accurately documenting interactions to support ongoing service and historical tracking.
Conducted proactive follow-ups with customers to confirm issue resolution, contributing to positive service experiences and customer retention.
Assisted senior representatives in handling complex complaints and contributed to service improvement initiatives, gaining foundational experience in advanced customer service strategies.
Kings Classic Schools
|Public Relations Officer
Owerri, Imo, Nigeria
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Summary
Orchestrated multifaceted public relations, managing stakeholder communications, resolving inquiries, and enhancing social media engagement for the institution.
Highlights
Managed critical communication channels between diverse stakeholders, including customers, parents, and school management, ensuring transparency and alignment.
Professionally handled public inquiries and complaints, effectively resolving issues and maintaining a positive public image for the institution.
Developed and maintained engaging social media communication strategies, enhancing customer engagement and brand presence across digital platforms.
Coordinated public-facing communications and events, effectively disseminating information and fostering strong community relations.
Education
Certified Institute of Shipping
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HND
Maritime Transport & Shipping Management
Federal College of Fisheries and Marine Technology
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ND
Marine Engineering
Immaculate Heart Comprehensive High School
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SSCE
Languages
English
Certificates
Certificate in Medical First Aid
Issued By
N/A
Certificate in Oil and Chemical Tanker and Cargo Operation
Issued By
N/A
International Transport Federation (ITF) Training
Issued By
International Transport Federation
Obsidian Advisory Africa – Customer Service Management
Issued By
Obsidian Advisory Africa
Skills
Inbound Calls & Live Chat Support
Inbound Calls, Live Chat Support.
Customer Relationship Management (CRM)
CRM, Customer Relationship Management.
Complaint Resolution & Escalation
Complaint Resolution, Escalation.
Empathy & Active Listening
Empathy, Active Listening.
Healthcare & Member Support Readiness
Healthcare Support, Member Support.
Problem Solving & Case Documentation
Problem Solving, Case Documentation.
Customer Retention & Satisfaction
Customer Retention, Customer Satisfaction.
Email & Social Media Support
Email Support, Social Media Support.
Microsoft Office Suite & Excel
Microsoft Office, Excel.
Adaptability in Fast-Paced Environments
Adaptability, Fast-Paced Environments.