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sonia chinasa
Open to opportunitiesCustomer Support Representative
I resolve customer inquiries and complaints through digital support channels, improving satisfaction, retention, and repeat interactions.
NigeriaCustomer Support Representative at Soniclassyshopping Mall
About
At Soniclassyshopping Mall, I handled customer inquiries and complaints remotely through WhatsApp and Facebook Messenger, responding to 50+ inquiries daily while maintaining clear, professional communication.
I used CRM tools to track interactions and improve follow-up, achieved high customer satisfaction and first-contact resolution, and supported customer retention and product upselling.
Experience
Customer Support Representative
Responded to customer inquiries and resolved complaints for a diverse client base, contributing to a 15% increase in repeat customer interactions. Achieved 95% customer satisfaction and resolved 80% of inquiries on first contact.
Customer SupportComplaint ResolutionCRM ToolsZendeskGoogle WorkspaceSalesforceLive ChatMessaging SupportOrder ProcessingTrackingsRetail SalesCall ResolutionCustomer RetentionEmpathyActive ListeningCall HandlingCustomer Relationship Management
Education
Delta State University
Bachelor of Science degree from Delta State University, Nigeria, from 2022 to 2026, with Second Class Upper honors.
Bachelor of Science degree from Delta State University, Nigeria, from 2022 to 2026, with Second Class Upper honors.
West African Examination Council
Senior School Certificate from the West African Examination Council, completed from 2018 to 2020.
Senior School Certificate from the West African Examination Council, completed from 2018 to 2020.