Chidi Emmanuel Nze
M. RYBNIK
Summary
Diligent Customer Service Executive with 5+ years of experience managing phone, online and consultative communications with customers. Proactively identifying problem-solving opportunities and built strong relationships with current and prospective customers. Consistently exceeded customer support and service expectations by resolving issues quickly.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Executive
AMAZON FULFILLMENT POLAND SP. Z O.O
03.2023 - Current
- Successfully addressed multiple daily/weekly inquiries
- Successfully achieved improved categorization and performance tracking of inquiries
- Maintained a consistent record of resolving issues on first contact, achieving a remarkable 99% resolution rate
- Effectively monitored and attained a 10% decrease in average resolution time during a six-month timeframe
- Implemented follow-up surveys to gather feedback after resolving issues, aiming for a target satisfaction score.
- Developed and implemented strategy to enhance upsell opportunities by 90% through comprehensive product knowledge training.
- Reduced initial response time from 8 minutes to 3 minutes
- Executed multiple solutions to enhance processes and increase efficiency
- Ensured customer records consistently adhered to high standards of accuracy and completeness
Customer Service Manager
Mtn Nigeria, Mobile Telecommunication Network
01.2019 - 09.2021
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Managed a customer service team, promoting a collaborative work environment
- Reduced customer complaints, proactively addressing issues and implementing effective solutions
- Successfully navigated and resolved intricate customer concerns by leveraging various internal assets.
- Built and maintained strong client relationships to consistently meet their needs.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner
- Utilized customer feedback data analysis to identify improvement trends and enhance provided services
- Enhanced customer satisfaction by optimizing response times through efficient management of ticketing system and utilization of prioritization techniques.
- Launched quality assurance practices for each phase of development
Education
Bachelor of Science - Quality And Production Management
Czestochowa University Of Technology
Poland03.2025
Skills
- Team Collaboration
- Microsoft Office
- Quality Control
- Customer Relationship Management
- Complaint Handling
- CRM Software
- Call center experience
- Technical Support
- International sales support
- Calm Under Pressure
- Customer Engagement
- Computer Skills
Languages
English
Native language
Polish
Beginner
A1
German
Beginner
A1
Certification
- Web Design Certificate
Timeline
Customer Service Executive
AMAZON FULFILLMENT POLAND SP. Z O.O
03.2023 - Current
Customer Service Manager
Mtn Nigeria, Mobile Telecommunication Network
01.2019 - 09.2021
Bachelor of Science - Quality And Production Management
Czestochowa University Of Technology
- Web Design Certificate
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