Hellen Osianemo Gbadebo
Katowice
Summary
Highly motivated and goal-oriented customer service specialist with a proven track record of 5+ years in delivering exceptional service and support to customers. Passionate about surpassing expectations and contributing to organizational success. Possess excellent communication skills, actively listening to customer concerns and promptly providing accurate solutions. Pride lies in going above and beyond to ensure customer satisfaction and foster long-lasting relationships.
Overview
4
4
years of professional experience
Work History
Customer Support Specialist
FedEx
03.2024 - Current
- Accurately generating, reviewing, and managing invoices for shipments across EU countries, ensuring compliance with local regulations
- Received and responded to over 80 - 100 customers via email, live chats, and phone call daily answering their questions related to tracking, billing, customs, account and pickups.
- Providing customers with up-to-date tracking information for their shipments, ensuring customers are informed of the shipment status at all times
- Handling and escalating tracking issues, working with logistics and operations teams to trace and recover lost or delayed packages promptly
- Coordinating pickup requests for customers across EU countries, ensuring timely collection of shipments from designated locations
- Providing information on tariffs, duties, and VAT, helping customers understand the cost implications of international shipments
- Assisting over 20 new customers daily with account setup, providing guidance on available services and account management tools
- Understanding and respect for cultural differences, adapting communication styles to meet the needs of customers across different EU countries
Customer Support Advisor
Concentrix
06.2023 - 02.2024
- Engaged with customers in real-time through live chat to effectively solve customer concerns on order verifications, transactions, account access, logistics related issues and providing information on products and services
- Investigated and analyzed suspicious transactions, working to prevent fraud and protect customers
- Generated reports on customers feedback and share insights with the management team that resulted to 20% improvement in customer satisfaction and retention, leading to enhanced service strategies and more tailored customer support initiatives.
- Stay updated on all Service Resolution Templates
Customer Service Specialist
Jumia Nigeria
01.2021 - 01.2023
- Received and responded to over 150 questions weekly related to products, promotions, orders, invoices, payments, returns, online platforms, incentives, and terms and conditions, ensuring timely and accurate information delivery to customers.
- Recorded all customer interactions into a CRM (Customer Relationship Management) database, maintaining accurate records for over 2,000 customer profiles and interactions to enhance service delivery and follow-up.
- Prepared and analyzed reports and spreadsheets to provide data and insights requested by upper management, resulting in actionable recommendations that improved operational efficiency by 15%.
- Managed web-based ordering and registrations for 1,000+ customers monthly, collaborating with management on customer credits and return goods for credit, while identifying quality assurance complaints and documenting price differentials on mail orders.
Education
Master of Arts - Logistics
Czestochowa University of Technology
Czestochowa, Poland01.2025
Bachelor of Arts - Theatre and Media Arts
Federal University Lafia
Lafia, Nigeria09.2017
Skills
- Attention to Detail
- Communication Skills
- Customer Relationship Management (CRM)
- Customer Support
- Interpersonal Skills
- Microsoft Office
- Time Management
- Creative Issue Resolution
Timeline
Customer Support Specialist
FedEx
03.2024 - Current
Customer Support Advisor
Concentrix
06.2023 - 02.2024
Customer Service Specialist
Jumia Nigeria
01.2021 - 01.2023
Master of Arts - Logistics
Czestochowa University of Technology
Bachelor of Arts - Theatre and Media Arts
Federal University Lafia
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