Caroline Nzasu

Experienced Customer Service Executive with a demonstrated history of working in the telecommunications industry. Passionate about building strong customer relationships, increasing customer engagement, dedication to helping customers resolve issues and cultivating a positive image of the company. Ability to develop meaningful relationships with co-workers, and management through effective communication and interpersonal skills.

Experienced Customer Service Executive with a demonstrated history of working in the telecommunications industry. Passionate about building strong customer relationships, increasing customer engagement, dedication to helping customers resolve issues and cultivating a positive image of the company. Ability to develop meaningful relationships with co-workers, and management through effective communication and interpersonal skills.

Customer Service Executive / Sales Agent

Call Tronix Limited (Twiga Foods Account) March 2020 – January 2021

Duties and Responsibilities

• Managing large amounts of inbound and outbound calls in a timely manner and respond to emails. 
• Identify customers' needs, clarify information, research every issue and providing solutions to achieve customer satisfaction. 
• Build suitable relationships and engage customers by taking the extra mile. 
• Understanding and striving to meet or exceed contact center metrics while providing excellent consistent customer service. 
• To sell and promote fast moving consumer goods by identifying and maximizing sales opportunities through cross-selling and up-selling approaches.
• Coordinate and facilitate promotions, campaigns and customer engagements on all electronic platforms.
• Making outbound calls to all customers from the organization’s database to find out about their customer experience.
• Data entry to analyze communication with the customers.
• Document all call information according to standard opening procedures.
• Coordinating customer satisfaction surveys across all organization channels. 
• Escalate and record customer complaints.
• Record and check the accuracy and comprehension of data uploaded on to the CRM database system.