Steven Nwosu

Passionate cannabis professional with hands-on experience in cannabis cultivation from seed to harvest, drying, and curing. Former employee of Pachamama Seeds, one of Cape Town's first cannabis seed banks, where I gained extensive knowledge of cannabis genetics, cultivation techniques, and customer education. Combined with several years of customer service experience, I excel at building strong customer relationships, providing expert product guidance, and delivering outstanding service.

I am a reliable, hardworking, and fast-learning individual who is committed to continuous growth and contributing to the success of a professional cannabis business.

Customer Service Representative - UK based - Sigma Connected - UK

(2024-02)

• Liaise with the Financial Ombudsman service in the UK about customers complaints.
• Monitor inbound and outbound customer interactions to ensure compliance with bank policies, procedures, and regulatory standards
• Delivered exceptional customer service across multiple channels including phone, email, live chat, and WhatsApp
• Handled high volumes of customer enquiries while maintaining accuracy, professionalism, and empathy
• Resolved customer complaints efficiently by identifying root causes and providing effective solutions
• Escalated complex or high-impact issues appropriately while maintaining ownership until resolution
• Maintained detailed and accurate customer records using CRM and ticketing systems
• Provided clear product and service information, ensuring customers fully understood available options
• Followed company policies, procedures, and service level agreements (SLAs) consistently
• Met and exceeded performance targets including response time, resolution rate, and customer satisfaction (CSAT)
• Built strong rapport with customers to drive loyalty and repeat business
• Managed sensitive customer information in compliance with data protection and confidentiality standards
• Collaborated with internal departments to ensure seamless customer experiences
• Identified process gaps and contributed suggestions to improve customer service workflows
• Adapted quickly to new systems, tools, and product updates in fast-paced environments
• Maintained a calm, solutions-focused approach when dealing with difficult or distressed customers

Customer Service Specialist - US based - WNS - US

(2022-12 - 2024-01)

• Served as the primary point of contact for policyholders and agents, professionally addressing inquiries about coverage, billing, policy changes, and claim status via phone and email.
• Processed policy endorsements, renewals, cancellations, and new application information accurately within company systems.
• Initiated the claims process by setting up new files, providing clear updates to customers, and coordinating with adjusters to ensure timely follow-up.
• Resolved billing discrepancies, processed payments, and clearly explained invoice details to ensure customer understanding and satisfaction.
• Maintained meticulous and compliant customer records by accurately updating policy and claim information in the company database.
• Supported seamless service delivery by collaborating with underwriting and claims departments and adhering strictly to company guidelines and regulatory requirements.

Sales Representative - UK based - Teleperformance - UK

(2021-10 - 2022-11)

• Managed high-volume inbound customer inquiries while consistently delivering exceptional service and supporting team service goals.
• Built and maintained strong, trusting customer relationships by understanding client needs and recommending tailored product solutions.
• Expertly presented, promoted, and sold Dyson products and services with confidence, highlighting key value propositions.
• Achieved and exceeded individual sales targets and KPIs through effective objection handling and professional closing techniques.
• Followed up on sales leads proactively to maximize conversion opportunities and ensure ongoing customer satisfaction.
• Maintained thorough product, service, and market knowledge to provide expert advice and enhance the customer experience.

Budtender/Seedsman - Pachamama Seeds - Cape Town

(2017-12 - 2020-10)

• Assisted customers in selecting cannabis seeds based on their goals, experience, and growing environment.
• Provided guidance on cannabis genetics, strain characteristics, cannabinoid profiles, and terpene profiles.
• Educated customers on seed germination, cultivation techniques, plant nutrition, pest prevention, harvesting, drying, and curing.
• Maintained accurate inventory of cannabis seeds and related products.
• Processed customer orders and ensured accurate packaging and labeling.
• Delivered exceptional customer service in-store and through phone, email, and online enquiries.
• Stayed informed about new genetics, cultivation methods, and industry developments.
• Maintained a clean, organized, and compliant retail environment.

Bartender - Liquid Rainbow

(2022-10)

Part Time

• Prepared and served alcoholic and non-alcoholic beverages to customers.
• Delivered excellent customer service in a fast-paced environment.
• Maintained a clean, organized, and fully stocked bar area.
• Recommended drinks and upsold premium beverages to increase sales.
• Operated POS systems and handled cash and card transactions accurately.
• Verified customer age and served alcohol responsibly.
• Managed inventory, restocked supplies, and reported low stock levels.
• Created cocktails and mixed drinks according to recipes and customer preferences.
• Resolved customer complaints professionally and efficiently.
• Worked closely with the team to ensure smooth daily operations.
• Followed health, hygiene, and safety regulations at all times.
• Opened and closed the bar, including cash reconciliation and cleaning procedures.

Matric Certificate - Heathfield High School (2013 - 2017)