# HENRY U. AMARAKUO - Dedicated Customer Service Representative Source: https://hello.cv/amarakuohenry Lagos ## Links - Email - Phone ## 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 ### Customer Service Representative | POJAC NIG LTD Spearheaded multi-channel customer support operations, resolving complex inquiries and driving high satisfaction through empathetic service and meticulous CRM documentation. - 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. ### Customer Service Representative | Priceless Stores and Groceries Provided comprehensive customer support, efficiently handling inquiries, processing transactions, and escalating complex issues to consistently achieve high satisfaction and response-time targets. - 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. ### Customer Service Representative Intern | PAMO Educational Consultancy Supported multi-channel customer inquiries and CRM documentation, ensuring issue resolution and contributing to service improvement initiatives under senior guidance. - 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. ### Public Relations Officer | Kings Classic Schools Orchestrated multifaceted public relations, managing stakeholder communications, resolving inquiries, and enhancing social media engagement for the institution. - 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 | Maritime Transport & Shipping Management ### Federal College of Fisheries and Marine Technology | Marine Engineering ### Immaculate Heart Comprehensive High School ## Languages - English ## Certificates ### Certificate in Medical First Aid N/A | 2023-01-01 ### Certificate in Oil and Chemical Tanker and Cargo Operation N/A | 2023-01-01 ### International Transport Federation (ITF) Training International Transport Federation | 2023-01-01 ### Obsidian Advisory Africa – Customer Service Management Obsidian Advisory Africa | 2023-01-01 ## Skills ### Inbound Calls & Live Chat Support Proficient - Inbound Calls - Live Chat Support ### Customer Relationship Management (CRM) Proficient - CRM - Customer Relationship Management ### Complaint Resolution & Escalation Proficient - Complaint Resolution - Escalation ### Empathy & Active Listening Proficient - Empathy - Active Listening ### Healthcare & Member Support Readiness Proficient - Healthcare Support - Member Support ### Problem Solving & Case Documentation Proficient - Problem Solving - Case Documentation ### Customer Retention & Satisfaction Proficient - Customer Retention - Customer Satisfaction ### Email & Social Media Support Proficient - Email Support - Social Media Support ### Microsoft Office Suite & Excel Proficient - Microsoft Office - Excel ### Adaptability in Fast-Paced Environments Proficient - Adaptability - Fast-Paced Environments ## Source Read this profile on Hello.cv: https://hello.cv/amarakuohenry Create your free profile at https://hello.cv