Miracle Udochi

I am a Customer Care Executive with over 3 years of combined experience in customer service and sales support across e-commerce and corporate environments. Proven track record of resolving customer inquiries efficiently, managing multi-channel support (phone, email, live chat), and maintaining consistently high customer satisfaction ratings. Skilled in CRM systems, order management, complaint resolution, and cross-functional collaboration with logistics and sales teams.

Brings an analytical mindset shaped by a degree in Political Science and additional professional training in project management, customer relationship management, digital marketing, and data analysis. Recognized for reliability, professionalism, and a genuine commitment to delivering positive customer experiences that support organizational goals and customer retention.

Customer Service Representative - E-commerce Firm - Ajah, Lagos, Nigeria

(2025-01 - 2026-12)

• Processed and tracked customer orders from checkout through delivery, coordinating closely with the logistics and warehouse teams to ensure timely fulfillment and proactively updating customers on shipment status at each stage.
• Managed returns, exchanges, and refund requests in accordance with company policy, carefully balancing customer satisfaction with cost-control guidelines and documenting each case for audit purposes.
• Identified recurring customer pain points (e.g., delivery delays, product mismatches, payment failures) and escalated patterns to management, contributing to process improvements that measurably reduced repeat complaints.
• Collaborated with the sales and marketing teams during promotional campaigns and peak shopping periods (e.g., Black Friday, festive sales) to manage significantly increased customer inquiry volume without compromising response times.
• Consistently met or exceeded monthly customer satisfaction (CSAT) and first-response-time targets set by the customer experience team, often ranking among the top performers on the support team.
• Reviewed customer feedback surveys weekly and summarized key themes for the customer experience lead, supporting data-driven decisions on service improvements and policy adjustments.
• Maintained up-to-date knowledge of the full product catalog, return policies, and ongoing promotional offers to provide accurate, consistent information to customers and avoid miscommunication.
• Coordinated with the payments team to investigate and resolve failed or disputed transactions, keeping customers informed throughout the resolution process to minimize frustration and churn.

Sales & Customer Services Representative - Eso-Penco International Limited - Umuahia, Abia State, Nigeria

(2021-01 - 2023-12)

• Served as first point of contact for walk-in and phone customers, providing product information, pricing details, and purchase guidance to support informed buying decisions.
• Built long-term relationships with a loyal customer base, resulting in repeat business and positive word-of-mouth referrals within the local market.
• Handled day-to-day sales transactions, including order processing, invoicing, receipt generation, and basic inventory checks to confirm product availability.
• Addressed and resolved customer complaints and service issues at the point of contact, escalating complex or unresolved cases to management with clear documentation.
• Supported achievement of monthly and quarterly sales targets by upselling complementary products and following up with customers on pending orders.
• Assisted in maintaining organized stock records and reporting low-inventory items to management to prevent stockouts and lost sales.
• Participated in team briefings and training sessions to stay current on product knowledge, pricing updates, and customer service best practices.
• Maintained a professional, courteous demeanor under pressure, including during high-traffic periods and while handling difficult customer situations.
• Helped onboard new hires by walking them through store procedures, customer greeting standards, and basic point-of-sale operations.
• Conducted after-sales follow-up calls to confirm customer satisfaction and identify opportunities for repeat purchases or referrals.
• Assisted management with preparing daily and weekly sales activity summaries, providing visibility into customer trends and popular products.
• Handled cash and card transactions accurately, reconciling the till at the end of each shift and reporting discrepancies immediately.

B.Sc. - Political Science - Abia State University, Uturu (2017-01 - 2021-12)