Productive Call Center Representative with 12 years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.
Skills
Problem-Solving
Press Release Writing
Public Relations Strategies
Verbal and Written Communication
Detail-Oriented
Problem Solving
Customer Service
Corporate Communications
Public Relations
Microsoft Office
Crisis Communications
Social Media Monitoring
Social Media Management
Customer Service Excellence
Creative Problem Solving
English Fluency
Calm and Professional Under Pressure
Upbeat and Positive Personality
Understanding Customer Needs
Experience
08/2019 to Current
Costumer ConsultantUnited Parcel Services, – City, STATE,
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
08/2010 to 07/2017
Costumers Relations ManagerThe Rock Foundation Africa – City, STATE,
Continually maintained and improved company's reputation and positive image by engaging with community members and addressing issues head-on.
Built and maintained relationships with key consumer and trade media.
Strategized and implemented public relations and promotional programs to strengthen brand and support business goals.
Oversaw strategic event planning, executive presentation materials and visual presentations.
Applied strategic communication strategies and interpersonal skills to develop and maintain high-value business relationships.
Managed crisis communications and emergency response strategies and implementation.
Directed internal communications efforts and fostered development of proactive and comprehensive communications programs between leadership team and employees.
Researched and reacted expeditiously to internal and external communications needs.
Planned, managed and prepared public relations department budget.
Analyzed media commentary to check for consistent and appropriate use of company name and brand.
Enhanced exposure opportunities and controlled large, strategic messaging programs.
Collaborated cross-functionally to develop story angles, thought leadership and programs to achieve maximum media exposure.
Liaised between client and community to ensure communication and relations improvement.
Oversaw special promotional events to drive positive media coverage, boost revenue and enhance sales.
Built and updated crisis communication plans to handle diverse situations.
Coordinated positive media interviews and events sponsorships.
Identified target audience and developed optimized communication plans to engage and interest individuals.
Developed and maintained companies' corporate image and identity using logos and signage.
Conferred with labor relations managers to develop internal communications to inform employees of company activities.
Managed team personnel, budget and schedule to handle demanding PR requirements.
Wrote crisp and fresh press releases and prepared media kits.
Created and optimized promotional publications and related materials.
Ran agency evaluation and review processes to drive maximum exposure, thought leadership and brand positioning effectiveness.
Produced creative collateral to successfully share communication strategies and achieve public relations goals.
Built and maintained corporate image, brand and identity.
Education and Training
Expected in 09/2005 to to
Bachelor of Science: Geography & Planning Abia State University - Abia State Nigeria , GPA:
In my course which is Geography & Planning, I majored on human communication, human Geography, urban Geography, Regional mapping and Planning and through that I understood human behaviors, how to manager anger, disappointment and dissatisfaction. I also became a master in conflict resolution and brand representation.
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