Summary
A self-motivated and diligent technical customer care agent who is eager and fast to learn. Possessing vast skills due to my educational background and drive to expand my knowledge base, Chijioke is a versatile millennial who has risen in the field of customer service from being a workshop technician for repairs of Samsung Mobile phones to becoming the manager of the Samsung Members Application for the whole of West Africa and also doubled as the level two technical customer support specialist for mobile phones at the Samsung Contact Center for West Africa. Constantly seeking opportunities to diversify and embrace new fields has become my new culture.
Skills
Customer Service
- Good Listener
- Empathy
- Fast Problem Resolution
Professional
- Semantic HTML
- Cascading Style Sheets
- Collaborative
- Balancing Force
Personal
- Front End Web Development
- Multimedia Design
- Fast and Eager to Learn
- Computer Proficiency
- Dilligent
Career
Technical Customer Support
@ Consol Limited
May 2016 - March 2019
Responsible for ensuring Samsung Mobile phone users in West Africa get the right resolution for reported issues.
- I Manage the Samsung Members application for West Africa comprising of about Three Hundred Thousand members.
- I create contents and upload to the Samsung Members application for Samsung Mobile phone users in form of Tips and Notices.
- I receive from the Headquarters and upload contents to the Samsung Members application in form of News and notices for Samsung Mobile phone users.
- I respond to customer’s questions and resolve their error reports.
- I escalate customers’ suggestions and other necessary cases to the Samsung Headquarters R&D department for enhancement in future designs.
- I conduct weekly training for the Level one customer care agents and new agents to keep them up to speed with the latest technical information.
- I get customers’ complaints transferred to me from the level one agents for cases beyond their scope.
- I conduct remote management on customer’s phone when the need arises.
- I monitor the risk level of cases registered at the Samsung authorized services centers all over West Africa and take proactive measures for proper resolution.
Workshop Technician
@ Cellular Service logistics Limited
February 2012 - May 2016
Responsible for Hardware and Software repairs of Samsung Mobile phones.
- I handle quick diagnoses for possible resolution before customer complaint is registered at the front desk.
- I handle repeated repair complaint to ensure another repeated repair case.
- I train new technicians.
- I conduct customer education after repair when necessary.
- I escalate production errors (hardware and software) to the Samsung Field Technical support team for West Africa.
- I conduct weekly training for the Level one customer care agents and new agents to keep them up to speed with the latest technical information.
Academic
Higher National Diploma
Auchi Polytechnic Auchi
Electrical/Electronic
Engineering(Lower Credit)
2007 - 2009
Ordinary National Diploma
Auchi Polytechnic Auchi
Electrical/Electronic
Engineering(Upper Credit)
2004 - 2006
SSCE
Kosofe Senior College
2002 - 2004
Bio
Born Jan 8th, 1987
Abia State
Male
Publications
References: Available on request