Loretta Igwenagu

Reliable and service-driven Customer Experience Specialist with a proven record of enhancing satisfaction, resolving complaints, and supporting revenue growth across leading retail, FMCG, and service brands. Skilled in front-desk communication, complaint management, tele-support, POS operations, and customer retention strategies. Known for maintaining 95%+ service accuracy, handling high customer traffic environments, and converting inquiries into repeat business.

Passionate about fostering long-term relationships, ensuring seamless service delivery, and improving customer loyalty through empathy, active listening, and consistent follow-up.

Customer Service & Marketing Support Specialist at MAJ Solutions Limited (2024-01 – Present)

• Greeted customers, responded to inquiries, and provided accurate product guidance to maintain >95% service satisfaction score.
• Identified customer needs, recommended solutions, and assisted in resolving product-related complaints.
• Conducted customer follow-up calls and feedback surveys to improve loyalty metrics.
• Supported onsite service promotions and tele-support activities to improve customer awareness.
• Documented service requests, transaction errors, and feedback reports for management review.
• Led customer engagement campaigns that improved repeat customer visits by 33%.
• Assisted in conversions that boosted store sales by 22% through needs-based recommendations.

Customer Support Officer at M&K Bridge (2023-01 – 2024-01)

• Handled walk-in, telephone, and enquiring customers, maintaining an average response time below 2 minutes.
• Provided detailed product explanation and resolved customer concerns with empathy and active listening.
• Processed customer requests, managed records, and ensured transaction accuracy above 98%.
• Assisted the retention team in follow-up calls to encourage repurchase and resolve escalation issues.
• Supported sales team by identifying customer needs and converting inquiries into purchases.
• Reduced customer complaints by 31% through proactive issue resolution and follow-up.
• Increased customer return rate by 17% by improving service quality and personalized assistance.

Retail Customer Experience Supervisor at Style Space (2020-01 – 2021-01)

• Supervised service desk operations, ensuring friendly support and fast resolution of issues.
• Trained staff on customer handling, complaint techniques, and customer greetings.
• Managed inventory and customer order accuracy, ensuring products were available when needed.
• Strengthened service workflows by tracking wait times, feedback, and complaint logs.
• Ensured accurate POS handling and customer refunds within company policy.
• Reduced service wait time by 15% through workflow restructuring and staff coordination.
• Boosted customer satisfaction and upselling success by 12% through staff coaching.

Cashier & Frontline Customer Assistant at Hamburger Steak House (2012-01 – 2012-12)

• Provided customer-focused meal ordering support and processed payments with zero discrepancies.

Cashier & Customer Support Attendant at Daphina Supermarket (2013-01 – 2014-01)

• Assisted customers in locating products, processed payments, and supported price checks and refunds.

HND in Home & Rural Economics – Federal Polytechnic Oko, Anambra State (2018-01 – 2020-01)

ND in Food Science & Technology – Federal Polytechnic Oko, Anambra State (2014-01 – 2016-01)

Secondary School Certificate – Great Trinity College (2007-01 – 2012-01)